A case has two supported paths and the customer needs enough practical information to make a choice.
The useful bits
- Options actually available
- Relevant cost and timing references
- The response should identify a chosen option or a specific question that prevents an informed decision.
Before you write
Use this example when a case has two supported paths and the customer needs enough practical information to make a choice. Gather the details below so the recipient can act without asking you to reconstruct the situation.
- Options actually available
- Relevant cost and timing references
- Owner who will implement the choice
An email you can adapt
The subject “Choose the next step for [reference]” identifies the request. Replace each bracketed field with a checked detail and remove any sentence that does not describe your situation.
Subject: Choose the next step for [reference] Hi [name], For [issue], we can offer [option A] with [confirmed implication], or [option B] with [confirmed implication]. The current terms are available at [approved reference]. Please tell us which option you prefer, or ask about anything that remains unclear. We have not started either option. After your choice, [owner] will confirm any required authorization and the next action before making the change. Best, [sender]
Check the boundary
Do not hide a meaningful cost, access change or irreversible consequence inside vague option labels.
What a useful reply should settle
The response should identify a chosen option or a specific question that prevents an informed decision.
Confirm the selected option and applicable terms before carrying out a consequential account or service action.
About this guide
Prepared with AI assistance for the BITTU Mail editorial library. Check important details against your original messages and current account settings. Product access depends on your role, plan and provisioning state. Provider interfaces and requirements can change.
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