For support teams

Support replies that answer the actual complaint, not a template

Your team answers the same kinds of messages all day, and an AI response generator saves time. But the drafts come back with the same opening, the same apology and the same sign-off, and they can skip the detail the customer actually wrote, such as the date or the error message.

Unsame changes the approach and form (such as the opening or length) your AI uses each time you write the same kind of thing. Your AI writes the words; Unsame writes nothing.

Start free See a real example

A real example

One input, three takes.

A take is one version of the text. Below, a real input runs through the starter template three times, and a real model writes each take from the protocol (the short instruction Unsame returns). Voice and rules stay the same; the approach and form change. Beside each take is what the same model wrote from the same input with no protocol.

Written by

Support replies

Answers that address the actual complaint.

Input

I was charged $49 on March 3 and cancelled on March 4. It's now March 19 and the refund still hasn't arrived. Nobody answered my first email.

Facts given to both

  • the $49 refund for the March 3 charge was approved on March 6 but the customer's bank returned it on March 8
  • we re-issued the refund on March 19 and the bank shows it within 3 to 5 business days
  • the customer's first email reached our shared inbox on March 5 and was not assigned to anyone

= Same every run

Situation
angry complaint about a delay or refund
Engage with
It's now March 19 and the refund still hasn't arrived.I was charged $49 on March 3 and cancelled on March 4.Nobody answered my first email.
Always
use one concrete detail from their message: a number, date, error text or order id
Voice
plain, human, first person singular, short sentences, no emojis, no stock phrases like 'we apologize for any inconvenience'
Never
promise a date or fix that is not confirmed, blame the customer, paste a template sentence unchanged, use em dashes (—) or stock phrases like "here's the thing", "let's dive in" or "game-changer"

Plain prompt · Claude, no protocol

With Unsame · a varied play each run

  1. Run 1
    Plain prompt

    Hi, You're right to be frustrated. You cancelled on March 4, and by March 19 you still didn't have your $49 back or any reply from us. I'm sorry about both. Here is what happened. We approved the refund for your March 3 charge on March 6. On March 8 your bank sent it back to…

    With Unsame

    close_the_loop

    • length up_to_120_words
    • opener name_the_detail
    • sign_off none

    Your $49 refund for the March 3 charge was approved on March 6. Your bank returned it to us on March 8, and nobody here noticed. Your first email reached our shared inbox on March 5 but was never assigned to anyone, so it went unanswered. That was our failure, and I'm…

    How this play was written

    tell them what changed since they last wrote, with the version or date, and what is different for them now

    Situation: angry complaint about a delay or refund and billing confusion or cancel intentEngage with:- It's now March 19 and the refund still hasn't arrived.- I was charged $49 on March 3 and cancelled on March 4.- Nobody answered my first email.Use:- we re-issued the refund on March 19 and the bank shows it within 3 to 5 business days- the customer's first email reached our shared inbox on March 5 and was not assigned to anyone- the $49 refund for the March 3 charge was approved on March 6 but the customer's bank returned it on March 8Approach: tell them what changed since they last wrote, with the version or date, and what is different for them nowForm: length: up_to_120_words; opener: name_the_detail; sign_off: noneWrite: skip the first wording that comes to mind; Form sets the length, opening and ending.Always: use one concrete detail from their message: a number, date, error text or order idVoice: plain, human, first person singular, short sentences, no emojis, no stock phrases like 'we apologize for any inconvenience'Never: promise a date or fix that is not confirmed, blame the customer, paste a template sentence unchanged, use em dashes (—) or stock phrases like "here's the thing", "let's dive in" or "game-changer"
  2. Run 2
    Plain prompt

    Hi, You were charged $49 on March 3, cancelled the next day, and you're still waiting on March 19. On top of that, your first email went unanswered. I'm sorry. That's not okay, and I want to explain what happened. Your refund was approved on March 6. On March 8 your bank sent…

    With Unsame

    two_remedies_choice

    • length up_to_60_words
    • opener answer_first
    • sign_off next_message_time

    Your $49 refund was re-issued March 19 and should show within 3 to 5 business days. Your bank returned the first one, approved March 6, on March 8. Your March 5 email went unassigned. I'm sorry. A: wait for it. B: I send a refund reference today so your bank can trace it. I'll…

    How this play was written

    offer two concrete options with the timing of each, such as a refund now or a replacement shipped tomorrow, labelled A and B so they can choose by letter

    Situation: angry complaint about a delay or refund and billing confusion or cancel intentEngage with:- It's now March 19 and the refund still hasn't arrived.- I was charged $49 on March 3 and cancelled on March 4.- Nobody answered my first email.Use:- we re-issued the refund on March 19 and the bank shows it within 3 to 5 business days- the customer's first email reached our shared inbox on March 5 and was not assigned to anyone- the $49 refund for the March 3 charge was approved on March 6 but the customer's bank returned it on March 8Approach: offer two concrete options with the timing of each, such as a refund now or a replacement shipped tomorrow, labelled A and B so they can choose by letterForm: length: up_to_60_words; opener: answer_first; sign_off: next_message_timeWrite: skip the first wording that comes to mind; Form sets the length, opening and ending.Always: use one concrete detail from their message: a number, date, error text or order idVoice: plain, human, first person singular, short sentences, no emojis, no stock phrases like 'we apologize for any inconvenience'Never: promise a date or fix that is not confirmed, blame the customer, paste a template sentence unchanged, use em dashes (—) or stock phrases like "here's the thing", "let's dive in" or "game-changer"
  3. Run 3
    Plain prompt

    Hi, You're right to be frustrated, and I'm sorry. You cancelled on March 4 and should have had your $49 back well before now. Here is what happened. We approved the refund for your March 3 charge on March 6. Your bank sent it back to us on March 8, and we didn't catch that or…

    With Unsame

    one_diagnostic_question

    • length up_to_250_words
    • opener acknowledge_first
    • sign_off invite_reply

    You paid $49 on March 3, cancelled the next day, and by March 19 you still had nothing back. Your first email also went unanswered. You have every right to be frustrated. Here is what I found. Your email reached our shared inbox on March 5, but nobody was assigned to it, so it…

    How this play was written

    ask the single question whose answer decides the fix, such as exact error text, version or order id, say why we ask, and promise nothing until they answer

    Situation: angry complaint about a delay or refund and billing confusion or cancel intentEngage with:- It's now March 19 and the refund still hasn't arrived.- I was charged $49 on March 3 and cancelled on March 4.- Nobody answered my first email.Use:- we re-issued the refund on March 19 and the bank shows it within 3 to 5 business days- the customer's first email reached our shared inbox on March 5 and was not assigned to anyone- the $49 refund for the March 3 charge was approved on March 6 but the customer's bank returned it on March 8Approach: ask the single question whose answer decides the fix, such as exact error text, version or order id, say why we ask, and promise nothing until they answerForm: length: up_to_250_words; opener: acknowledge_first; sign_off: invite_replyWrite: skip the first wording that comes to mind; Form sets the length, opening and ending.Always: use one concrete detail from their message: a number, date, error text or order idVoice: plain, human, first person singular, short sentences, no emojis, no stock phrases like 'we apologize for any inconvenience'Never: promise a date or fix that is not confirmed, blame the customer, paste a template sentence unchanged, use em dashes (—) or stock phrases like "here's the thing", "let's dive in" or "game-changer"

Setup

Set it up in 4 steps.

  1. 01

    Sign up free

    100 credits a month, no card.

  2. 02

    Pick the matching template

    Start from “Support replies”. It is a ready-made playbook: a list of approaches for complaints, bug reports and how-to questions, plus your voice and rules.

  3. 03

    Connect your AI

    Use Claude, Codex or another app that supports MCP (the standard way AI apps connect to outside tools).

    How to connect
  4. 04

    Paste the “Use this goal” prompt

    Open your goal, copy its “Use this goal” prompt into your connected AI chat, then give it your input. Your AI writes the text.

Questions

Fair questions.

Will the reply still match what the customer wrote?

Each protocol lists the points in the customer’s message that the reply must address, and passes along any facts you supply, such as account data. Your AI writes the reply, so a person should still read it before it is sent.

Can I fix our tone and the lines we always or never use?

Yes. Your voice, “always” lines and “never” lines live in the playbook and are copied word for word into every protocol. They are never varied, learned away or retired.

What happens to our customers’ messages?

Unsame receives the input you send with each call to choose the approach. It keeps inputs only when learning is on, you can export or delete them anytime, and it never sees your model key.

Try it on your own input.

The free plan needs no card. Your model key stays with you.

Other use cases: Threads posts and repliesX posts and repliesCold outreach

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