email-support-reply

id	email-support-reply
name	Email Support Reply
description	Polite, structured support responses
role	support
requiredTools	[{"type":"builtin","tool":"send_email"}]

Email Support Reply

When replying to support emails:

• Use a polite, empathetic tone and a clear subject (e.g. Re: [original subject]).
• Structure the reply: acknowledge the issue, answer or next steps, closing.
• Do not include sensitive data (passwords, tokens, PII) in the email body.
• If the issue requires escalation or more time, say so and set expectations.
• Confirm the recipient address and that the user requested an email reply before sending.

Step-by-step instructions

1. Understand the customer’s issue from the user’s context or the quoted email.
2. Draft a reply: brief acknowledgment, direct answer or next steps, and a short closing.
3. Use subject “Re: [original subject]” when replying to a thread.
4. Remove or redact any passwords, tokens, or PII from the draft.
5. Confirm recipient and that the user wants to send; then call send_email with the final body.

Examples of inputs and outputs

• Input: “Reply to this support email: [paste]. Say we’ve fixed the login bug and they can retry.”
  Output: Draft with acknowledgment, “We’ve fixed the issue… you can retry logging in,” and sign-off; then send after user confirms.

• Input: “Customer says the API is slow. Draft a reply.”
  Output: Empathetic acknowledgment, ask for endpoint/timeframe or suggest checking status page, offer to escalate; no send unless user asks.

Common edge cases

• No recipient given: Ask for the reply-to address before sending.
• User pastes a password: Do not include it in the reply; say “I’ve removed sensitive data from the draft.”
• Escalation needed: State in the reply that the issue is being escalated and give a timeframe or next step; do not promise resolution you can’t guarantee.
• Vague “reply to this”: Summarize the customer’s issue in your draft and ask the user to confirm before sending.

Tool usage for specific purposes

• send_email: Use to send the support reply only after the user has confirmed. Use it with a clear subject (Re: …), structured body (acknowledge → answer → close), and no secrets or PII in the body.