drafting-customer-replies

# 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](reference/categories.md). 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](reference/tone.md). 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.