Start with what is confirmed
Share status, known impact and current action. Avoid turning investigation into a promise.
Customer communication guide
How to reply to a customer asking for a deadline
Use this guide to answer deadline pressure clearly without promising dates that are not confirmed.
Generate customer ideasExplain the next step
When there is no ETA, communicate the next checkpoint: validation, analysis, monitoring or another review.
Use Textro to explore options
Generate ideas can help find careful ways to respond using only the context you have.
Customer asked for an ETA
Situation
Customer asked when the API will be back. We are still investigating a timeout on the orders endpoint.
How to use Textro
Use Customer context and Decline or negotiate to avoid promising a timeline.
Timeline depends on validation
Situation
We applied the fix in staging, but QA still needs to validate before production release.
How to use Textro
Ask for ideas to explain the dependency and next checkpoint.