[
  {"shortcut": "csopen", "phrase": "Hello [prompt:Customer name], thank you for reaching out to [prompt:Company name] Support. I am happy to help you today.", "description": "Warm personalized opening"},
  {"shortcut": "csack", "phrase": "Thank you for your patience. I have received your request and am looking into it right now. I will get back to you shortly.", "description": "Request acknowledgment"},
  {"shortcut": "csfollow", "phrase": "Just following up on your support ticket. Have you had a chance to try the steps I suggested? Please let me know if you need any further assistance.", "description": "Follow-up message"},
  {"shortcut": "csresolve", "phrase": "I am happy to let you know that your issue has been resolved. Please do not hesitate to reach out if you have any further questions.", "description": "Issue resolved"},
  {"shortcut": "csescalate", "phrase": "I have escalated your case to our senior support team. You can expect to hear from them within 1 business day. Your ticket reference is [prompt:Ticket ID].", "description": "Escalation notice"},
  {"shortcut": "csrefund", "phrase": "I have processed a refund of [prompt:Amount] for your recent purchase. Please allow 5-10 business days for the amount to appear on your statement.", "description": "Refund confirmation"},
  {"shortcut": "csclose", "phrase": "We have not heard back from you in a while, so I am going to close this ticket. Feel free to open a new one at any time if you need further assistance. Thank you!", "description": "Closing unresponsive ticket"},
  {"shortcut": "cssorry", "phrase": "I sincerely apologize for the inconvenience this has caused you. We take this seriously and will do everything we can to make it right. Thank you for your patience.", "description": "Sincere apology"},
  {"shortcut": "csbug", "phrase": "Thank you for reporting this issue. I have logged it with our development team. We will notify you as soon as a fix is deployed. Your report ID is [prompt:Report ID].", "description": "Bug acknowledgment"},
  {"shortcut": "cswait", "phrase": "Thank you for your patience. This is taking a bit longer than expected. I will have an update for you by [prompt:Date/time].", "description": "Managing wait time"},
  {"shortcut": "csreset", "phrase": "I have reset your password. You will receive an email shortly with instructions to set a new one. If you do not see it within a few minutes, please check your spam folder.", "description": "Password reset confirmation"},
  {"shortcut": "cshours", "phrase": "Our support team is available Monday through Friday, 9 AM to 6 PM ET. For urgent issues outside these hours, please visit our Help Center at [prompt:Help center URL].", "description": "Support hours"},
  {"shortcut": "cstransfer", "phrase": "I am going to transfer you to our [prompt:Department] team who are better equipped to help with this. They will have full context of our conversation.", "description": "Transfer to another department"},
  {"shortcut": "csupdate", "phrase": "I wanted to give you a quick update on your case. Our team is actively working on it and we expect a resolution by [prompt:Expected date].", "description": "Proactive status update"},
  {"shortcut": "csooo", "phrase": "Thank you for your email. I am currently out of the office and will return on [prompt:Return date]. For urgent matters, please contact [prompt:Colleague name] at [prompt:Colleague email].", "description": "Out of office reply"}
]