Incident Communication Templates for Customers
Prepare calm and factual updates.
Added October 15, 2026. Written with AI assistance and checked for clarity and placeholders; not reviewed by a lawyer, accountant, clinician or other professional. How these prompts are made
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[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it (what [VERIFY] means).
Prepare incident communications. Service and customers: [SERVICE_AND_CUSTOMERS]. Channels: [CHANNELS]. Brand voice: [VOICE]. Write templates for investigating, identified, monitoring, resolved and a post-incident summary. Each under 80 words in plain language, stating the impact, what we are doing and when the next update will come. Do not guess causes. Add a template for direct messages to large customers and a short internal note to staff. Return the templates and a checklist for tone. Notification duties for security incidents are [VERIFY] for [JURISDICTION]. Add a worked sample update for an invented incident: Investigating. Some customers are unable to complete payments. We are working on it and will update at 14:30. Then: Identified. The problem is in a third-party service and we are switching to a backup. Next update 15:00. Then: Resolved. Payments are working again. A summary will follow within three working days. Add guidance on avoiding speculation and on apologising without blaming a supplier.
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