[
  {
    "template_subject": "Update on Your Recent Order",
    "template_body": "Dear {Customer_Name},\n\nThank you for your patience regarding your recent order {Order_Number}. We understand that waiting can be frustrating, and we appreciate your understanding.\n\nI've checked with our logistics team, and I can confirm that your package is currently {Order_Status}. We expect it to be delivered by {Estimated_Delivery_Date}.\n\nIf you have any further questions or if there's anything else we can assist you with, please don't hesitate to reach out. We're here to help!\n\nBest regards,\n{Agent_Name}\nCustomer Support Team",
    "personalisation_points": [
      "{Customer_Name}",
      "{Order_Number}",
      "{Order_Status}",
      "{Estimated_Delivery_Date}",
      "{Agent_Name}"
    ],
    "tone_keywords": [
      "thank you for your patience",
      "we appreciate your understanding",
      "we're here to help"
    ],
    "channel_variations": [
      "For chat: "Shorten paragraphs and use more informal language",
      "For social media: "Summarise key points and use a friendly emoji if appropriate",
      "For email: "This template is already well-suited"
    ]
  },
  {
    "template_subject": "Resolving Your Billing Query",
    "template_body": "Hello {Customer_Name},\n\nThank you for bringing this billing discrepancy to our attention. We take these matters seriously and are committed to resolving this for you promptly.\n\nI've reviewed your account {Account_Number} and can confirm that {Explanation_of_Issue}. To rectify this, we will {Resolution_Action}. You should see this reflected in your account within {Timeframe}.\n\nWe sincerely apologise for any inconvenience this may have caused. If you have any questions about this resolution or need further clarification, please don't hesitate to ask.\n\nYour satisfaction is important to us, and we appreciate your continued trust in our service.\n\nKind regards,\n{Agent_Name}\nBilling Support Team",
    "personalisation_points": [
      "{Customer_Name}",
      "{Account_Number}",
      "{Explanation_of_Issue}",
      "{Resolution_Action}",
      "{Timeframe}",
      "{Agent_Name}"
    ],
    "tone_keywords": [
      "take these matters seriously",
      "committed to resolving",
      "sincerely apologise",
      "Your satisfaction is important to us"
    ],
    "channel_variations": [
      "For chat: "Break down the explanation into shorter messages",
      "For social media: "Direct the customer to a secure channel for account-specific details",
      "For email: "This template is suitable as is"