Koltrix
Customer support
Writing support emails people actually read
How to write support replies customers read to the end: answer first, short paragraphs, numbered steps, one question at a time, and a before-and-after rewrite.
5 min read
Team inboxTurning recurring emails into reusable reply snippets
A worked example of building a team snippet library: finding recurring questions, writing snippets with placeholders, a personalize-this-line rule, and pruning.
5 min read
- Team inbox
Thread hygiene: subject lines, splits and reply-all
A checklist for keeping team email threads readable: when to split, how to rewrite subjects, trimming quotes, using reply-all well, and why threads break apart.
5 min read
Team inboxThe cc and bcc rules every team should agree on
When to cc a teammate, why bcc backfires, how to leave a thread politely, and what to do when a customer copies half their company. A team FAQ you can adopt.
5 min read
AI & emailDrafting follow-ups with AI without sounding robotic
Before-and-after examples of AI-drafted follow-ups after silence, after a meeting and after a fix, with the edits that remove filler and add a clear next step.
5 min read
GuidesHow to write an auto-acknowledgment email that sets expectations
What an automatic reply should say, what it should never pretend, three copyable templates, and how to stop two auto-responders from emailing each other.
5 min read
Customer supportSaying no to a customer by email without losing them
How to turn down a feature request, an out-of-policy refund or a custom contract term by email, with worked examples and the mistakes that make a no sting.
5 min read
- Team inbox
Signatures and tone for shared mailboxes: a team agreement
Personal or team sign-off? What goes in a signature? How five people sound like one team? A FAQ for agreeing on signatures and tone in shared mailboxes.
4 min read
AI & emailTone control for AI drafts: formal, friendly and firm
The same customer reply written formal, friendly and firm, with notes on what changed, prompts that steer AI tone, and how to strip over-apology and filler.
4 min read
- AI & email
Writing a style guide your AI drafts can follow
A one-page style guide template for AI-drafted email: voice, banned words, formatting, sign-offs, and the policies a model must never invent on its own.
5 min read
Customer supportHandling angry customer emails: a calm, repeatable approach
A playbook for replying to angry customer emails: find the real problem, answer without defensiveness, offer a next step, and know when to set boundaries.
4 min read
- Customer support
Writing the first support reply: acknowledge, clarify, commit
A three-part structure for the first reply to a support email, with worked examples for a bug report, a billing question and a how-to, plus questions to ask.
5 min read