MirrorFlow

Editor+

Customer message

Tip: Ctrl + Enter adds the customer message.

Reply templates

NCD & PRICING

Hi [name]. Thanks for getting in touch. As the claim is still open, we don't yet have a final cost, so the exact impact on your price isn't confirmed. What I can explain for now is…

Hi [name]. Now that the claim has been settled, we can see the total cost. I'd like to explain how that can affect your no claims discount and renewal price so you know what to expect.

Hi [name]. I know changes to price can be worrying. Insurers look at your overall claims history as well as any discounts you have, so even with a protected no claims discount the base price can still move. Here's how that works for you…

COURTESY CAR & MOBILITY

Hi [name]. Thanks for your message. Courtesy cars are usually only provided while repairs are being carried out. In write-off or unrecovered theft cases, the cover works a bit differently. What this means here is…

Hi [name]. I've taken a look at the hire car dates and want to clear up how the charges work once the agreed period ends. In this case…

Hi [name]. I've checked your cover and there isn't a courtesy or hire car included on this policy. I know that's not ideal, so I'll explain what options you still have from here…

WRITE-OFF & VALUATION

Hi [name]. Your vehicle has been classed as a write-off and we're now working on the valuation. Once that figure is ready, we'll share it with you so you can review it. In the meantime…

Hi [name]. I know this isn't the news you were hoping for. A vehicle is usually written off when the cost of repairs is close to or more than its value, or when repairs wouldn't be safe. Here's what that means for your claim…

Hi [name]. Thanks for sharing your thoughts on the valuation. If you're unhappy with the figure we've given, there are a few things we can look at together to review it fairly…

UNDER REVIEW & CHASING

Hi [name]. Your claim is currently being reviewed by one of our specialist teams. These checks can take a little time, but once they're finished we'll be able to give you a clear update on the next steps.

Hi [name]. I've checked your claim and at the moment we're still waiting for some information before we can move things forward. Once we have it, we'll be able to update you fully.

PAYMENTS

Hi [name]. I can confirm we've processed a payment relating to your claim. Depending on your bank, it may take a few working days to appear. What this payment covers is…

Hi [name]. I can see we're due to return part or all of your excess. Once the payment's been released, it should reach you within the usual banking timescales.

REPAIRS

Hi [name]. I've checked with the repairer and there's currently a delay on your vehicle. The most common reasons are parts availability or workshop capacity. In your case, the delay is because…

Hi [name]. The repairer is waiting for parts before they can carry on with the work. I know that's frustrating, so I'll outline what they've told us about timescales and what happens next…

Hi [name]. Your repair booking is in place and I'd like to run through what will happen on the day, including drop-off, updates and collection…

LIABILITY

Hi [name]. We've reviewed the details of the incident and reached a decision on liability. I'd like to explain what that means for your claim and how it could affect any costs or excess…

Hi [name]. Liability for the incident is still being reviewed. We're gathering information from everyone involved so we can make a fair decision. Once that's complete, we'll update you.

Hi [name]. The outcome is a split liability decision, which means responsibility is being shared between the parties involved. I'll break down what that means in practical terms for you…

Phrases

OPENERS

Hi [name]. Thanks for getting in touch - how can I help today?

Hi [name]. Thanks for reaching out - let me take a look at this for you.

Hi [name]. I really appreciate you getting in touch about this.

Hi [name]. Thanks for your message - I'll walk you through what's going on.

EMPATHY / ACKNOWLEDGEMENT

I understand your concerns.

I understand your frustration.

I understand how frustrating this can be.

I realise this is causing you some frustration.

I appreciate what you're saying.

I understand where you're coming from.

I realise this might not be the news you were expecting.

I appreciate that this won't be the answer you were hoping for.

DELIVERING GOOD NEWS

You'll be pleased to know...

I'm pleased to tell you...

The good news is...

I'm happy to share...

I'm happy to let you know...

SAYING SORRY

I'm sorry that...

I'm sorry that you feel that way.

I realise that this has caused inconvenience and I'm sorry this has happened.

I'm sorry if this is disappointing.

REASSURANCE

Please be assured that...

I want to assure you that...

Rest assured that...

I'll take ownership of this and see it through.

I'm here to help you through each step.

I'll make sure your concerns are clearly noted.

SETTING EXPECTATIONS

To keep things clear, I'll quickly summarise what will happen next.

Just so you know what to expect over the next few days…

I want to be upfront about the timescales involved here.

I'll explain this in plain English and avoid any jargon.

So we're on the same page, here's where things currently stand.

If anything changes from what I've outlined, I'll let you know.

SOFTENING BAD NEWS

I realise this might not be the news you were expecting.

I appreciate that this won't be the answer you were hoping for.

I appreciate this may feel unfair, so I'll explain how we've reached this decision.

I understand where you're coming from, and I want to make sure this is clear.

If you'd like to talk through this in more detail, we can go through it step by step.

CUSTOMER EFFORT / APPRECIATION

Thank you for sending that information so quickly.

Thanks for sticking with us while we get this sorted.

I really appreciate you taking the time to reply with these details.

Thanks for bearing with me while I've checked everything.

Thank you for your patience while we've been looking into this.

Thanks for giving me the chance to put this right.

COLLABORATION

Let's work through this together.

Here's what I'll do from my side, and what I'll need from you.

I'll handle the next part for you and then come back with an update.

I'll make sure the right team has everything they need.

CHECKING UNDERSTANDING

Does that all make sense so far?

If anything isn't clear, please let me know and I'll explain it another way.

Is there anything you'd like me to go over again?

If you have any questions about this at any point, just reply to this message.

CLOSING

Please let me know if you have any questions or need anything else.

I hope this answers your question. If I can help with anything else, please let me know.

I'm here to help if you have any further questions.

If you have any other questions, let me know and I'll be happy to help.

Agent draft

Ctrl + Enter = Send • Shift + Enter = New line

Utilities

MirrorFlow

--:-- Online

Customer Support

Typically replies within an hour

Interactions: 0

Insights+

Money 0 Stress 0 Vuln 0

MirrorFlow Coach — Quick Guide

Layout

Left panel — Thread: Shows each turn in the conversation. Click a turn to jump to it.

Centre — Conversation: The full message text. Messages are revealed one at a time to simulate a live coaching walkthrough.

Right panel — Coaching Signals: Real-time analysis of customer needs, emotional context, tone guidance, and what the agent reply should cover.

Signal Modes

CX: Deep customer-only analysis — intents, emotions, risk signals, discussion prompts.

Both: Full coaching view — customer read plus agent gap analysis, teach moments, and reflection questions.

Agent: Agent response analysis — language quality grades, copy quality, gap drills with fix suggestions.

Coaching Signals Explained

Overall Read: A one-sentence summary of the current coaching situation.

What the Customer Needed: Primary and secondary intents detected, plus emotional context.

How to Pitch the Reply: Tone register, pace, formality, and opening move guidance.

Watch For: Specific items the agent reply should address — use these as discussion points.

Gap Analysis: What the agent missed — with severity ratings and fix suggestions.

Keyboard Shortcuts

Space Reveal next message

← Step back

→ Next turn (when reviewing)

+ / − Text size

P Print / Export

F Presenter mode

Esc Exit / Close

Bottom Bar Tools

⛶ Presenter: Hides thread and conversation — signals fill the screen for wall projection.

A− A+: Scale all text and cards up or down (5 steps).

⎙ Print: Opens a formatted export page — Ctrl+P to save as PDF.

Click any signal card to copy its text to clipboard.

Export coaching summary

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Signal panels

Overall read

Synthesised coaching read

Conversation health

Trajectory & pressure signals

Response proportionality

Reply depth vs message complexity

Opening quality

How the reply opens

Customer need

Primary & secondary intents

Analytics & coaching

Draft analytics

Word counts, ratio, landed / develop

Coaching focus point

Top development area

Session notes

Add notes via export panel first

Live preview

Exact layout · cream/white · printer-ready

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