Major incident; customer needs a single contact.
Hi {{first_name}},
For the duration of this incident, your single point of contact is {{coordinator_name}} ({{coordinator_email}}).
They'll send updates every {{update_cadence}} regardless of progress, and they have a direct line to engineering. No need to wait through normal support channels.
Status page also updating live: {{status_url}}.
{{agent_name}}Related templates
Macros that learn. Not a Notion doc.
SupportWire's macro library lives next to the inbox. AI suggests the right one. Variables auto-fill from contact data.