This SR Template can be applied when we're contacting a user for the first time about his/her inquiry/request and expecting a response. 

User the update/action: Send and Set As Waiting on Customer

Thank you for your email and contacting Live Support!

With regards to your inquiry/request, [BODY/SUMMARY]

We look forward to your response and assisting you further! In the meantime, have a great rest of your day!

Sincerely,