customer-email-update

name	customer-email-update
category	thai-support
version	1.0.0
description	Draft customer update emails from project/customer status.
risk_level	high
output_type	email-draft, markdown

Customer Email Update Skill

Purpose

Create customer update email drafts from project status, issues, overdue items, and next steps.

Use When

• User asks to update customer
• User wants follow-up email
• User wants client status communication

Required Inputs

• Customer name
• Current status
• Message objective
• Next step

Workflow

1. Read customer/project context.
2. Summarize status in customer-safe language.
3. Identify unresolved issues. If the issue is a complaint/refund/legal threat, stop drafting and escalate immediately (see customer-success-operator agent Escalation Rule) instead of continuing the loop.
4. Draft polite email.
5. Run Thai quality review (.thclaws/hooks/thai-quality-review.md), 1 revise round max.
6. Mark internal notes separately.
7. Ask approval before sending — sending requires an send_external_email approval-ledger record (.thclaws/hooks/approval-gate.md); this skill has no send capability itself.

Output Contract

• Subject
• Email body
• Internal notes
• Approval reminder

Risk Control

• Never send automatically — structurally blocked without an approval-ledger record.
• Complaint/refund/legal threat requires escalation, not a drafted reply.