# 📧 OpenClaw Support Communication Templates **Version:** 1.0 **Created:** March 19, 2026 **Owner:** Lana (VP Customer Support) **Status:** READY TO USE --- ## How to Use These Templates These are **starting points, not scripts.** Always personalize them: - Use customer's name - Reference their specific issue - Add relevant context - Make it warm + human **Copy-paste, customize, send.** Takes 30 seconds with templates instead of 5 minutes from scratch. --- ## EMAIL TEMPLATES ### Template 1: First Response to New Support Inquiry ``` Subject: [TICKET #12345] Let's solve this — [Customer Name] Hi [Name], Thanks for reaching out! I'm Lana, VP of Customer Support at OpenClaw. I'm here to help and usually respond to follow-ups within an hour. [ACKNOWLEDGE THEIR SPECIFIC ISSUE] I understand you're having trouble with [specific problem]. That's frustrating, and I'm going to walk you through the fix. [SOLUTION - specific, numbered steps] Here's what usually works: 1. [Step 1] 2. [Step 2] 3. [Step 3] [NEXT STEPS] Try those steps and let me know what happens. If it works great! If not, reply with [specific info needed] and I'll dig deeper. [WARMTH] You've got this. We'll get you unstuck. Best, Lana VP Customer Support & Success OpenClaw lana@openclaw.io ``` **Example:** ``` Subject: [TICKET #12345] Let's solve this — Sarah Hi Sarah, Thanks for reaching out! I'm Lana, VP of Customer Support at OpenClaw. I'm here to help and usually respond within an hour. I see you're having trouble accessing your Course after payment. That's frustrating, but it's almost always a quick fix. Here's what usually works: 1. Check your email for "Welcome to OpenClaw Starter Course" - Look in spam folder too - Click the link in that email 2. Log in to your dashboard at openclaw.io/login - Check "My Purchases" section - Course should show up there 3. Clear your browser cache (forces a refresh) - Mac: Cmd + Shift + R - Windows: Ctrl + Shift + R Try those three things and let me know what happens. Nine times out of ten, one of those fixes it. If not, reply with what you're seeing (screenshot helps) and I'll manually add you. You've got this. We'll get you in. Best, Lana VP Customer Support & Success OpenClaw lana@openclaw.io ``` --- ### Template 2: Technical Problem - Debugging Required ``` Subject: [TICKET #12345] Let's debug this together — [Name] Hi [Name], I got your message about [problem]. I'm going to help you debug this. First, I need to understand what's happening. Can you reply with: 1. **What exactly are you seeing?** - Error message (copy-paste it) - What's on the screen - What did you expect to see 2. **When did this start?** - Worked yesterday? Last week? - When you changed something? 3. **What were you doing when it happened?** - Step-by-step what you were doing 4. **Any error messages?** - Screenshot if possible - Exact text of error Once I have those details, I can pinpoint the issue. Usually this is one of: - API key configuration (easy fix) - Browser cache issue (also easy) - Something we can debug in 5 min together Send me those details and I'll jump on it. Best, Lana VP Customer Support & Success OpenClaw ``` --- ### Template 3: Refund/Satisfaction Issue ``` Subject: [TICKET #12345] Let's make this right — [Name] Hi [Name], I'm sorry [this isn't working] for you. That's not what we want. Before I process anything, I want to understand what went wrong: 1. **What were you hoping to accomplish?** 2. **What didn't work as you expected?** 3. **Did you try [specific feature]?** Sometimes small things make a huge difference. I'd love to see if we can fix this for you. But here's the important part: **If it's not right, we'll make it right.** I can either: - **Option 1:** Help troubleshoot (might take 30 min and solve it) - **Option 2:** Offer an extension or partial refund - **Option 3:** Full refund, no guilt What would feel best to you? Either way, your feedback helps us improve for others. So thank you for that. Best, Lana VP Customer Support & Success OpenClaw ``` --- ### Template 4: Escalation to Product Team ``` Subject: [ESCALATION] Feature request from [Name] — [Feature] Hi Clark, Got a great feature request I wanted to flag for you. **From:** [Customer Name] **Feature requested:** [What they want] **Use case:** [Why they want it] **Customer context:** [Tier, engagement level] **My take:** [Is this valuable? How common is the ask?] I'm telling the customer this is on the roadmap (pending your review), but wanted to get on your radar. Thanks, Lana ``` --- ### Template 5: Course Graduation/Upsell ``` Subject: 🎉 You crushed the Course! — [Name] Hi [Name], I just saw you completed the OpenClaw Starter Course. **Awesome work!** 🎉 You built [X agents they created]. That's real progress. And honestly, your [specific accomplishment] was clever. **Here's what makes sense next:** You're at a decision point: **Option 1: Master the craft** → Take Mastery Program ($1,999) - 2 weeks intensive - Build 3 production agents (with expert feedback) - Access alumni network + job board - Best if: You want to build professionally **Option 2: Go deeper solo** → Keep using the videos + community - Office hours available (free for 8 weeks) - Help from community in Discord - Best if: You want to figure it out yourself **Option 3: 1:1 help** → Consulting ($250/hr) - Custom guidance - Design your specific agent - Best if: You have a specific project **My honest take:** Mastery is where the magic happens. The feedback from instructors + the cohort energy transforms how you build. But I also know it's not for everyone. What direction sounds right for you? Best, Lana VP Customer Support & Success OpenClaw ``` --- ### Template 6: Onboarding/Welcome ``` Subject: Welcome to OpenClaw, [Name]! 🚀 Hi [Name], Welcome! You just joined a community of 500+ people building amazing things with AI agents. **Here's what happens next:** **Today:** 1. Check your email for "[Product Name] Access" 2. Click the link to log in 3. Explore the dashboard 4. Join Discord (link in dashboard) **This week:** 1. Watch the intro video (10 min) 2. Do Exercise 1 (doesn't take long) 3. Say hi in Discord #introductions **Need help?** - Discord: Just ask (community is super helpful) - Email: Reply here anytime - Office hours: Tuesdays at 6 PM PT (see calendar) **Pro tip:** The community is the best part. Don't lurk—jump in and say what you're building. People love helping. I'm rooting for you. You picked the right thing. Best, Lana VP Customer Support & Success OpenClaw ``` --- ### Template 7: Checking In With Inactive Student ``` Subject: How's it going with OpenClaw, [Name]? Hi [Name], I noticed you haven't been in the Course dashboard for a couple weeks. No judgment—life gets busy! Just wanted to check in: **Everything okay?** - Something not working? - Course not what you expected? - Just busy? **If you're stuck:** - Tell me specifically where - I can jump on a call + unstick it - Probably 15 min to fix **If something's wrong:** - Be honest, I can help - Refund, extension, different approach—whatever works **If you're just busy:** - No pressure, access is forever - Come back whenever - Cohort keeps going if you want to jump back in No response needed if you're good. Just wanted to check in. Best, Lana VP Customer Support & Success OpenClaw ``` --- ## TWITTER/X RESPONSES ### Template 1: Answering a Public Question ``` @[username] Great question! [SHORT ANSWER] DM me if you want the long version + I'm happy to help. ``` **Example:** ``` @sarahtech Great question! OpenClaw runs locally on your machine OR in the cloud. You own the infrastructure, not a vendor. No lock-in. DM me if you want specifics on your setup. Happy to help. 🚀 ``` --- ### Template 2: Thanking Someone for Feedback ``` @[username] Thanks for the feedback! Really valuable. I'm passing this to Clark (product team). He reviews all suggestions and this is a good one. In the meantime, [WORKAROUND if applicable] ``` --- ### Template 3: Promoting Course Launch ``` 🚀 New Mastery cohort launches [DATE]! Learn to build production AI agents in 2 weeks. Limited to 25 spots. Built by people who actually do this (not theoretical nonsense). DM me or reply if interested. First come, first served. #AI #Agents #OpenClaw ``` --- ### Template 4: Celebrating Student Win ``` 🎉 [Name] just built [what they built]! This is what Mastery is all about—real agents, real results. If you want to join the next cohort, link in bio. Applications open soon. Congrats [Name]! 🙌 ``` --- ## DISCORD RESPONSES ### Template 1: Answering Setup Question in #help ``` Hey [Name]! [EMOJI] Good question. Here's the fix: 1. [Step 1] 2. [Step 2] 3. [Step 3] If that doesn't work, ping me and we'll hop on a call. Usually these are 5-min fixes. ``` --- ### Template 2: Welcoming New Member in #introductions ``` Welcome, [Name]! 👋 What are you building? And what got you excited about AI agents? (Also check #office-hours if you have questions—I run live Q&A every Tuesday at 6 PM PT) ``` --- ### Template 3: Announcing Office Hours/Event ``` 📍 **OFFICE HOURS THIS TUESDAY** 🕖 6 PM PT / 9 PM ET 📞 Hop on Discord voice chat ❓ Ask anything about [Topic] What questions do you have? ``` --- ### Template 4: Handling Conflict/Complaint ``` Hey [Name], I see you're frustrated, and I get it. Let's figure this out together. Can you DM me with: 1. What happened 2. What you expected 3. What would make it right I'm here to help. We'll solve this. ``` --- ## LINKEDIN MESSAGES ### Template 1: Outreach to Potential Customer ``` Hi [Name], I saw your post about [what they posted] and thought of something that might help. We just launched OpenClaw Mastery—a 2-week program where you learn to build AI agents. Most people apply it to [relevant use case for them]. One person went through it and built a research agent that cuts their market analysis time from weeks to hours. Anyway, thought you might find it interesting. Happy to chat if you want to know more. Lana (VP of Customer Support at OpenClaw) ``` --- ### Template 2: Following Up on Initial Outreach ``` Hi [Name], Just following up on my earlier message about OpenClaw Mastery. No pressure at all—I know your inbox is full. But if you're interested in learning how to build AI agents, I'd love to chat. Can do a quick 15-min call if that's helpful. Either way, best of luck with what you're building! Lana ``` --- ## RESPONSE FRAMEWORK (For Any Channel) Use this structure for faster, better responses: ``` [EMOJI] [EMPATHY STATEMENT] [CORE SOLUTION - specific, numbered] [OFFER/NEXT STEPS] [WARMTH/CLOSING] ``` **Example:** ``` 🎯 I see the issue—easy fix! 1. Go to [specific place] 2. Click [specific button] 3. Paste [specific thing] Try that and let me know. If it doesn't work, reply with [specific info] and I'll jump on a call with you. You've got this! ``` --- ## METRICS TO TRACK ### Response Quality - Is it specific to their issue? (not generic) - Does it solve the problem? (follow-up needed?) - Is it warm + human? (or robotic?) ### Common Issues - Same question asked 3x? → Add to FAQ - Hard to explain in email? → Record video - Lots of follow-up? → Create guide ### Customer Satisfaction - Did they say "thanks"? - Did they complete the course? - Did they leave community? --- ## Tips for Better Responses ### ✅ DO - **Be specific** ("Here's exactly what to do" not "try this") - **Be warm** (use their name, be genuinely helpful) - **Be fast** (quick response > perfect response) - **Be honest** ("I don't know, but I'll find out") - **Follow up** ("Did that work?" not just one-way) ### ❌ DON'T - **Don't be robotic** (this isn't a chatbot) - **Don't use jargon** (explain like you're talking to a friend) - **Don't deflect** ("Read the docs" isn't helpful) - **Don't ghost** (always follow up) - **Don't overpromise** (be honest about what's possible) --- ## Quick Response Time Hacks ### Tier 1 (Immediate) - 5 min response - Have FAQ open - Copy-paste + customize (takes 2 min) - Send immediately - Save full response for metrics ### Tier 2 (4 hours) - Smart batching - Check email at 9 AM, 12 PM, 5 PM - Answer 3-5 at once (faster flow state) - Same type of issues together ### Tier 3 (24 hours) - Thoughtful response - Take time to think through - Use longer templates - Personalize heavily - Better solution than speed --- ## Template Status All templates are ready to use. Copy, customize, send. **Customize with:** - Customer name - Specific issue details - Your personality - Relevant links **DO NOT:** - Send generic (always personalize) - Copy spelling/grammar errors - Use outdated links - Skip the warmth --- **Status: COMPLETE & READY TO DEPLOY** ✅ Use in: Email, Discord, Twitter, LinkedIn, anywhere you respond to customers.