SUPPORT WRITING GUIDE
A pre-send reply checklist for Gorgias support teams
A practical checklist for reviewing Gorgias support replies before sending, with a fictional example and a guide to using Vellix for the wording review.
Your pre-send checklist
- Answer the customer’s current question.
- Confirm names, order references and other important details.
- Read the actual text after macro variables have been filled in.
- Check that every promised action or timeframe is justified.
- Review any macro actions before sending.
- State who does what next.
- Confirm the recipient and public reply or internal note.
Check the answer before polishing the wording
Read the customer’s latest message and the relevant earlier replies. Make sure your draft answers the question they are asking now. If you need to investigate first, explain the next action and who will follow up.
After applying a macro, read the populated text. Gorgias documents that a missing variable value can leave a blank. Look up a missing detail in your approved system or remove the sentence that needs it.
Keep promises and actions accurate
Check any statement about a refund, replacement, delivery date or exception. Confirm that the action or commitment fits this case and your team’s policy.
Gorgias macros can include actions as well as reply text. Review the actions shown below the editor before sending. Editing the wording does not establish that an order or ticket action is appropriate.
Make the next step clear
If the customer needs to provide something, ask for the specific information and explain why it is needed. If your team owns the next step, say what it will do. Include a timeframe only when you can support it.
Fictional example: replace "Your replacement will arrive tomorrow. We are looking into this" with "I will check the replacement options and update you once I have confirmation" when no replacement has been confirmed.
Read it once from the customer’s side
Remove internal terms, repeated apologies and defensive explanations that distract from the answer. Keep the facts, any relevant limitation and the next step.
Finish by checking the recipient and whether the message is a public reply or an internal note. Resolve anything unclear before sending.
Sources and editorial note
Examples are fictional. Sources for the platform guidance are linked below.
- Gorgias documentation: variable replacement and missing values. Checked 2026-10-19.
- Gorgias documentation: actions attached to macros. Checked 2026-10-19.