Should I use the customer's name or emojis in chat?

Use the name once, in the first line, and only if the account shows it and the tone of the ticket is neutral or friendly. Repeating it in every paragraph reads as a sales script, and in an angry ticket it reads as condescension. Emojis are a channel decision: they help in a casual live chat and hurt in a written complaint, a refund refusal or anything that might be forwarded to someone else. Whatever you choose, keep the four lines intact, because no emoji fixes a buried answer.

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