draft-helpdesk-reply

name	draft-helpdesk-reply
description	Given an inbound support message, draft the reply (don't send). Always tag with category + suggested action. Founder reviews + sends.

Draft helpdesk reply

Inputs

• The inbound message (raw)
• Sender's prior interaction history (if any)
• Knowledge base entries (wiki/knowledge/) relevant to the topic

Steps

1. Categorise: bug / feature-request / billing / how-do-I / cancel / other
2. Pull context: is this a paying customer? prior interactions? open commitments to them?
3. Draft reply in founder voice:
   • For bugs: acknowledge + ETA + workaround if any
   • For feature requests: thank + capture into wiki + honest about timeline
   • For billing: never auto-decide; route to founder + bookkeeper
   • For how-do-I: link to docs if exist; if not, write the answer + propose adding to docs
   • For cancel: acknowledge + offer to talk (not pushy) + capture reason
4. Save draft to wiki/contacts//interactions/--reply.md
5. Notify boss with: category, sender, suggested action, draft URL

Tone

Empathetic but action-oriented. Always end with the next step. Never templated.