| 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
- Read customer/project context.
- Summarize status in customer-safe language.
- 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.
- Draft polite email.
- Run Thai quality review (
.thclaws/hooks/thai-quality-review.md), 1 revise round max.
- Mark internal notes separately.
- 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.