Before you write
Read the conversation first. Check what the customer has already tried, who owns the next step and which details you can actually confirm. Another request for the same information makes the update feel like a restart.
If you cannot give a resolution time, give a time for the next update that the team can keep. Make clear which one you are promising. Do not write “we're working on it” if nobody has picked up the request.
Updates that give someone a next step
Fictional examples. Names, times and circumstances are illustrative; these are wording examples, not connected support tools.
You are checking a reported problem
“Hi Sam — I can see from your screenshot that checkout stops after you choose delivery. I've passed the screenshot and the steps you tried to our support engineer. I'll write again by 3 pm tomorrow, even if we're still investigating. You don't need to send the screenshot again.”
You need a detail before you can continue
“Hi Jo — thanks for checking the spam folder. I still need the date you requested the confirmation email to find the right event in our logs. Please reply with the date and your time zone. I'll check it and get back to you by the end of the next working day.”
The promised update is due, but the answer is not ready
“Hi Lee — the billing team is still checking the duplicate charge you reported. We haven't confirmed the cause yet, so I can't give you a refund date. I'll check with them again tomorrow morning and update you by noon. Your request is still with me.”
Leave the next person enough context
When a chatbot passes the conversation to a person, include the customer's question, the relevant replies, what has already been tried and the next step you promised. If the team cannot see the transcript, explain how the customer can share it. A handoff should help the conversation continue.
If you are exploring a website chatbot, ElfChatbot is one product to look at. Check its actual handoff and conversation-access options before using wording that depends on them.
A blank update to adapt
Copy the outline and replace the brackets with details you have checked. Remove any line that does not apply.
Hi [name], Here's where your request stands: [confirmed status]. We've already checked: [relevant checks or attempts]. The next step is: [action and person/team responsible]. I need from you: [only the information needed to continue, or omit]. I'll update you by: [day, time and time zone]. This is [an update time / a confirmed resolution time]. Your contact for this request is: [name or team and an appropriate contact route].
Read the reply as a customer
Could someone tell whether they need to act? Is there a clear next contact time? Does the message imply access or progress the team does not have? Those questions are more useful than polishing a vague apology.
After the issue is closed, customer feedback can help you see where the explanation was unclear. JustReviews is a tool for displaying customer reviews; it does not replace reading the support conversation itself.
Further reading
The links below cover broader website and search work. They are separate from the support-update template.