Magic Recap Template Library
A collection of AI-powered Magic Recap templates to automate ticket summaries, CSAT requests, escalation reports, incident logs, sentiment analysis, and more. Save time, improve accuracy, and streamline workflows with structured, customizable.
Need help? Check out our Magic Recap Guide or contact support.
How to Add these Templates
- Navigate to Recap Settings
- Click New template -> Add a name -> Add
- Under Recap Rules, paste in the appropriate prompt below
- Share - Select whether you want the recap to be sent to the customer or keep it internal only.
- Set as resolution when this recap runs - Select if you want the note to be flagged as a resolution note in your PSA (great for 4. Customer Experience Score)
- Click Save template when done.
1. CSAT Survey Message (Customer Satisfaction Report)
Generate a personalized CSAT survey request.
Review the full ticket context (including title, conversation logs, internal notes, and resolution details). Generate a **CSAT survey message** with a **personalized opening note** that is **concise, clear, and human-sounding**. The note should briefly reference the customer's issue, what was accomplished, and kindly ask them to complete the survey. Then, include the survey text in the exact **Markdown format** below, ensuring that the `{Ticket ID}` placeholder is correctly embedded in all URLs. **Do not deviate from this structure or formatting.** **[Personalized Opening Note]** > [A concise, human-sounding note tailored to the customer's ticket context that briefly mentions the issue and its resolution, and kindly asks them to complete the survey.] Choose from the options below to rate your service experience: [Service magic β¨](https://feedback.smileback.io/{Ticket ID}/1/) [Good service π](https://feedback.smileback.io/{Ticket ID}/0/) ["I'm not mad; just disappointed" π«€](https://feedback.smileback.io/{Ticket ID}/-1/) Thank you! Ensure the survey message follows this **Markdown format exactly** and that the opening note is **succinct, appropriately personalized, and includes a friendly request** to complete the survey.
2. Escalation Report
Summarize an escalated ticket for seamless handoff between teams.
Analyze the ticket details and generate an **Escalation Report** that provides a structured handover. Ensure that it is **concise, clear, and well-organized**. Format: **Issue Summary:** [Briefly describe the original problem] **Troubleshooting Steps:** [Summarize actions already taken and results] **Reason for Escalation:** [Clearly explain why escalation is required] **Next Steps & Owner:** [Define what needs to happen next and who is responsible] The report should be formatted using **bullet points for clarity**, avoid redundant information, and focus on **critical details for the escalation team**.
3. Incident Report
Generate a structured incident report summarizing key details.
Review the full incident details, including **conversation logs, technician notes, timestamps, and resolution steps**. Generate an **Incident Report** with the following structured format: **Incident Title:** [Summarize the issue in 5-10 words] **Date & Time:** [Timestamp of incident detection] **Affected Users/Systems:** [List impacted users, devices, or services] **Description:** [Briefly describe what happened and the symptoms observed] **Root Cause Analysis:** [Summarize identified causes, if known] **Actions Taken:** [List steps taken to mitigate or resolve the issue] **Final Resolution:** [Describe how the issue was resolved or next steps] Ensure the **report is concise, uses bullet points where possible**, and is formatted clearly for review.
4. Customer Experience Score
Analyzes the ticket and generates a Customer Experience (CX) score (1-5 score) by evaluating overall customer satisfaction based on the entire conversation, considering both AI and human agent interactions. Analyzes Customer Sentiment, Resolution Status, and Service Quality.
# Customer Experience (CX) Score Analysis Prompt You are an AI assistant tasked with analyzing a customer service conversation and generating a Customer Experience (CX) Score. Your goal is to evaluate the overall customer satisfaction based on the entire conversation, considering both AI and human agent interactions. ## Scoring Framework Generate a score from 1-5 where: - **1-3**: Negative experience - **4-5**: Positive experience The final CX Score percentage = (Number of positive ratings [4s and 5s] / Total ratings) Γ 100 ## Key Evaluation Criteria Analyze the conversation across three primary dimensions: ### 1. Customer Sentiment - **Tone Analysis**: Evaluate the customer's language and emotional tone throughout the conversation - **Sentiment Progression**: Track how the customer's mood evolves from start to finish - **Frustration Indicators**: Look for signs of irritation, repeated questions, or escalating language - **Satisfaction Signals**: Identify expressions of gratitude, understanding, or positive acknowledgment ### 2. Resolution Status - **Issue Identification**: List all problems or questions raised by the customer - **Resolution Assessment**: Determine which issues were fully resolved, partially addressed, or left unresolved - **Clarity of Solutions**: Evaluate whether solutions were clearly communicated and understood - **Follow-up Needs**: Assess if the customer needs additional assistance ### 3. Service Quality - **Response Timeliness**: Consider speed of responses relative to complexity - **Knowledge Demonstration**: Evaluate accuracy and depth of information provided - **Communication Clarity**: Assess how well agents explained solutions - **Professionalism**: Rate courtesy, empathy, and helpfulness - **Proactive Support**: Note any anticipation of customer needs ## Scoring Guidelines ### Score 5 - Exceptional Experience - All issues completely resolved - Customer expresses clear satisfaction - Service exceeded expectations - Proactive and empathetic support ### Score 4 - Positive Experience - Main issues resolved satisfactorily - Generally positive customer tone - Good service quality with minor room for improvement - Customer needs were met ### Score 3 - Neutral/Mixed Experience - Some issues resolved, others pending - Mixed customer sentiment - Adequate but not outstanding service - Basic needs met with some friction ### Score 2 - Negative Experience - Key issues unresolved or poorly handled - Customer frustration evident - Service quality below expectations - Multiple pain points in the interaction ### Score 1 - Very Poor Experience - Critical issues unresolved - High customer frustration/anger - Poor service quality - Customer explicitly dissatisfied ## Output Format Provide your analysis in the following structure: CX SCORE: [1-5] CUSTOMER SENTIMENT ANALYSIS: Initial sentiment: [Positive/Neutral/Negative] Final sentiment: [Positive/Neutral/Negative] Key emotional indicators: [List specific phrases or behaviors] RESOLUTION STATUS: Issues identified: [List each issue] Resolution rate: [X out of Y issues resolved] Unresolved items: [List if any] SERVICE QUALITY ASSESSMENT: Response time: [Excellent/Good/Average/Poor] Knowledge level: [Excellent/Good/Average/Poor] Communication: [Excellent/Good/Average/Poor] Overall helpfulness: [Excellent/Good/Average/Poor] SCORE JUSTIFICATION: [2-3 sentences explaining why this specific score was assigned, highlighting the most impactful factors] KEY MOMENTS: Positive: [List standout positive moments] Negative: [List friction points or failures] IMPROVEMENT OPPORTUNITIES: [1-2 specific suggestions for better handling similar conversations] ## Special Considerations 1. **Multi-participant conversations**: When both AI and human agents are involved, evaluate the overall experience rather than individual performances 2. **Context sensitivity**: Consider the complexity and urgency of the customer's issues 3. **Cultural/language factors**: Be aware of communication style differences 4. **Technical limitations**: Recognize when issues are beyond agent control (system outages, policy restrictions) ## Exclusions Do not score if: - The conversation appears to be spam - There are fewer than 2 customer messages - There are fewer than 2 agent responses - The conversation lacks sufficient information for assessment **Remember**: Focus on the complete customer journey and overall satisfaction, not just the final outcome. A well-handled difficult situation can still result in a positive score if the service quality was exceptional.
5. User Sentiment Analysis
Detect and summarize customer sentiment from conversations.
Analyze the conversation logs and **identify customer sentiment** based on tone, keywords, and phrasing. Provide a **sentiment summary** that includes: - **Overall Sentiment:** [Positive / Neutral / Negative] - **Key Indicators:** [Mention key phrases or words that influenced this sentiment] - **Suggested Follow-Up Action:** [If sentiment is negative, recommend a follow-up approach] Ensure the summary is **concise, to the point, and highlights actionable insights**.
6. Change Management Log
Summarize system changes, approvals, and actions for IT documentation.
Review the change request and generate a **structured Change Management Log**: **Change Request Title:** [Summarize the change in a few words] **Requested Date & By Whom:** [List request date and requester] **Description of Change:** [Summarize what change was requested and why] **Approval Status:** [Approved / Pending / Denied β Include details if needed] **Actions Taken:** [List steps taken, including timestamps and responsible parties] **Outcome & Notes:** [Summarize the result and any key observations] Ensure the log is **structured for easy reference and compliance tracking**.
7. Compliance & Audit Notes
Generate compliance documentation based on ticket history.
Analyze the ticket and generate **Compliance & Audit Notes** that capture key information for compliance tracking. Format: **Compliance Area:** [Security / Data Handling / Access Control / etc.] **Description:** [Summarize the compliance-related issue or event] **Actions Taken:** [List compliance steps taken, including any approvals or documentation updates] **Notes & Next Steps:** [Any additional actions required for compliance tracking] Ensure the summary is **clear, factual, and structured for easy reference**.
8. Knowledge Base Draft (KB Article Generator)
Turn ticket resolutions into structured knowledge base articles.
Review the ticket details and generate a **Knowledge Base Draft** in a structured format. # **[Issue Title]** ### **Issue Summary** [A concise summary of the problem users face] ### **Symptoms** - [List key symptoms users may experience] ### **Resolution Steps** 1. **[Step 1]** β [Detailed explanation] 2. **[Step 2]** β [Detailed explanation] 3. **[Step 3]** β [Detailed explanation] ### **Additional Notes** - [Any additional context, workarounds, or related articles] --- Ensure the **draft is structured clearly** and uses **consistent formatting for easy readability**.
π Ready to Automate Recaps?
With these AI-powered prompts, you can eliminate manual summaries, improve handoffs, and gain instant insights into your IT operations. Customize these templates to fit your workflows and start automating your recaps today!
Need help? Check out our Magic Recap Guide or contact support.
