{
 "format": 1,
 "id": "customer-reply",
 "name": "客服话术",
 "version": "1.0.0",
 "author": "MiRA",
 "desc": "客服每天要打的那几类字:售前答疑、售后安抚、催付跟进。语气可调,不替你许承诺。",
 "tags": [
  "客服",
  "文案",
  "电商"
 ],
 "cover": 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",
 "scenarios": [
  {
   "key": "presale",
   "name": "售前答疑",
   "category": "客服话术",
   "icon": "ic-quote",
   "desc": "顾客问了就照着答",
   "kind": "compose",
   "fields": [
    {
     "key": "question",
     "label": "顾客问了什么",
     "type": "textarea",
     "placeholder": "把原话贴进来"
    },
    {
     "key": "product",
     "label": "关于哪个商品",
     "type": "text",
     "placeholder": "比如:真丝眼罩",
     "optional": true
    },
    {
     "key": "tone",
     "label": "语气",
     "type": "select",
     "options": [
      "亲切热情",
      "专业简洁",
      "耐心细致"
     ],
     "optional": true
    }
   ],
   "prompt": "写一条售前客服回复。顾客问:{{question}};商品是 {{product}};语气 {{tone}}。分「直接回答」「补充说明」「引导下单」三栏,每栏都能直接发出去。只用我给的信息,不要编造我没提到的数字、名称、日期或承诺(答不上来的就说会去确认,不要猜)。输出严格 JSON:{\"sections\":[{\"label\":\"栏目名\",\"content\":\"内容\"}]}"
  },
  {
   "key": "aftersale",
   "name": "售后安抚",
   "category": "客服话术",
   "icon": "ic-person",
   "desc": "顾客不满意时先把情绪接住",
   "kind": "compose",
   "fields": [
    {
     "key": "issue",
     "label": "出了什么事",
     "type": "textarea",
     "placeholder": "比如:收到时杯盖裂了"
    },
    {
     "key": "stage",
     "label": "到哪一步了",
     "type": "select",
     "options": [
      "刚反馈",
      "已协商中",
      "情绪比较大",
      "要求退款"
     ]
    },
    {
     "key": "can",
     "label": "你能给的方案",
     "type": "text",
     "placeholder": "比如:可以补发或退款",
     "optional": true
    }
   ],
   "prompt": "写一条售后安抚回复。情况:{{issue}};现在 {{stage}};我们能做的是 {{can}}。分「先接住情绪」「说清怎么处理」「给明确的下一步」三栏。只用我给的信息,不要编造我没提到的数字、名称、日期或承诺(别承诺我没写的赔偿)。输出严格 JSON:{\"sections\":[{\"label\":\"栏目名\",\"content\":\"内容\"}]}"
  },
  {
   "key": "followup",
   "name": "催付跟进",
   "category": "客服话术",
   "icon": "ic-send",
   "desc": "下了单没付款时的跟进",
   "kind": "compose",
   "fields": [
    {
     "key": "product",
     "label": "什么商品",
     "type": "text",
     "placeholder": "比如:加绒外套 M 码"
    },
    {
     "key": "why",
     "label": "为什么催",
     "type": "select",
     "options": [
      "库存紧张",
      "活动快结束",
      "怕顾客忘了",
      "优惠券要过期"
     ]
    },
    {
     "key": "tone",
     "label": "分寸",
     "type": "select",
     "options": [
      "轻推一下",
      "正常提醒",
      "强调紧迫"
     ],
     "optional": true
    }
   ],
   "prompt": "写一条催付跟进消息。商品 {{product}},原因 {{why}},分寸 {{tone}}。分「一句话版」「完整版」两栏,都要礼貌不压迫。只用我给的信息,不要编造我没提到的数字、名称、日期或承诺。输出严格 JSON:{\"sections\":[{\"label\":\"栏目名\",\"content\":\"内容\"}]}"
  }
 ]
}
