Macro / Canned Response Library Builder

The problem this kills

Your agents answer the same ten questions all day - where's my order, how do I reset my password, what's your return window - and they retype the reply every single time. Or worse, everyone has their own slightly different "canned" answer saved in a personal note, so the customer experience is a coin flip depending on who picks up the ticket.

You know the fix is a proper macro library. But building one means reading hundreds of old tickets, spotting the patterns, writing each macro in your brand voice, and keeping them from sprawling into 400 near-duplicates. Nobody has a free week to do that by hand.

This plan builds a tool that does the heavy reading for you - and keeps a human firmly in charge of what actually ships to agents.

What you'll build

An internal web app where you:

1. Upload a CSV or Google Sheet of resolved tickets (the customer's question + the reply that closed it).
2. Let the AI cluster the recurring questions and draft a candidate macro for each cluster - already written with placeholders like {customer_name} and {order_id}, in your brand's tone.
3. Review every candidate in a clean queue: edit the wording, fix the placeholders, merge duplicates, or reject it.
4. Approve the keepers into an official, searchable library.
5. Export the approved macros as a CSV in your helpdesk's exact import format - or copy them one at a time.

It's locked down to your team, every example has customer PII stripped before it's stored, and nothing reaches the live library until a person says yes.

What's inside the Implementation Plan

The plan is a single markdown file you paste into Claude Code (a free AI coding agent). It builds the whole tool step by step, and it opens by interviewing you about your business - your helpdesk, your real ticket fields, your placeholder syntax, your tone, your volumes, and your messy edge cases - so the tool is tailored to how you actually work, not a generic template. The agent reads a short spec back to you and waits for your thumbs-up before it builds anything.

Inside you'll find:

• A discovery interview that shapes the data model and the macro format to your helpdesk.
• The full build: database, login, upload, the AI clustering + drafting step, the review/approve queue, the searchable library, and email notifications.
• PII-stripping and de-duplication baked into the pipeline.
• A "No API yet?" fallback so it works today with just a CSV - no helpdesk integration required.
• Copy-paste prompts for every step, plus a "How to know it works" checklist.

The governance it includes (this is the point)

This isn't a toy that blasts AI text at your customers. The plan builds in, every time:

• Login so only your team can open the tool.
• Row-level security so each organization only ever sees its own tickets and macros.
• A complete audit trail - who proposed, edited, approved, or rejected each macro, and when.
• A hard human approval gate - the AI only ever drafts; a knowledge manager reviews, edits, and approves before anything enters the official library.
• Duplicate guards keyed on macro title/topic, so near-identical macros can't pile up.

Who it's for

Knowledge managers, support leads, and senior agents who are tired of inconsistent replies and want to standardize the team's responses - without spending a week reading old tickets or learning to code.

You've got this. Paste the first prompt and let the interview tailor the rest.