[
  {"shortcut": "csopen", "phrase": "Hi [prompt:Customer name], thank you for reaching out. 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 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 one business day. Your ticket reference is [prompt:Ticket ID].", "description": "Escalation notice."},
  {"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": "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": "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": "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 an unresponsive ticket."},
  {"shortcut": "csooo", "phrase": "Thank you for your message. I am currently out of the office and will return on [date+3]. For urgent matters, please contact [prompt:Colleague name].", "description": "Out-of-office reply for support."}
]