drafting-customer-replies

name	drafting-customer-replies
description	Drafts a reply to an inbound customer email, grounded in the account record and the published help-centre articles rather than in recall. Use when a customer emails about billing, a renewal or an outage, when a reply must cite current policy, or when a teammate asks for a first draft to edit.

drafting-customer-replies

Produces an editable first draft that cites the account's own facts. The draft is always reviewed by a person before it is sent.

Not for

• Legal or contractual commitments — route to the contracts owner.
• Security-incident notifications — those follow the incident runbook, not this.
• Anything the account record does not answer. Say so in the draft instead of guessing.

Procedure

1. Read the inbound message and classify it against the categories in the category map.
2. Pull the account record: plan, renewal date, open tickets, recent invoices.
3. Draft the reply using the tone for that audience in the tone guide.
4. Cite the specific fact behind every claim about the account. Where the record is silent, write what is missing rather than inferring it.
5. Hand the draft to a person. Do not send.

Escalation

A refund over the approval threshold, a churn signal, or a legal reference goes to the account owner with the draft attached and a one-line reason.