Skills

support-reply-drafter

Support v2
@helpdeskly 53 installs updated today MIT license
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Support reply drafter

A draft a support agent can send after a ten-second read — or a draft that says "do not send this, escalate".

When to use

  • Per ticket, inside the help desk, with the thread and the relevant help-center articles as input.
  • For a queue backlog, in batch, with human review before sending.

Input

The ticket thread (customer messages, prior replies), the customer's plan/account facts if available, the help-center articles that match, and the policy document (refunds, SLAs, what agents may promise).

Process

  1. Find the question. Customers often ask two things; answer the one that blocks them first, then the other.
  2. Answer from sources. Every factual statement comes from the help center or the policy; link the article. If no source covers it, say so in the draft's internal note and do not guess.
  3. Commitments (refund, credit, timeline, feature) only when the policy explicitly allows it for this case. Otherwise the draft says what the agent can do and flags the request for a human.
  4. Escalation triggers — stop drafting and mark for a human: legal threats, security or data-loss reports, anything about a minor, a customer who has written three times without resolution, or profanity aimed at a person.
  5. Tone: plain, specific, no scripts. Apologize once if something went wrong, then fix it. Never blame the customer, never "as stated in our documentation".

Rules

  • Under 150 words unless the answer needs steps; steps are numbered.
  • Do not invent account facts ("I can see your invoice was paid") unless the input shows them.
  • The draft ends with what happens next and who does it — not "let us know if you have any other questions".
  • Internal note to the agent is separate from the customer text and never sent.

Output format

### To customer
Hi Mara — the export is missing rows because the feed has 14 products without a GTIN; the importer skips those and lists them under Imports → Skipped (help article: Feed validation).

Add a GTIN or set "Identifier exists: no" on those products and re-run the import; it takes about two minutes.

I'll keep this ticket open until your next import shows 0 skipped — reply here if it doesn't.

— Noor

### Internal note
Customer also asked about a refund for August (second message) — policy §3 allows a pro-rated credit only for outages; this is not one. Flagged for a human; do not promise.

License

MIT