local-customer-email-reply

name	local-customer-email-reply
description	Review inbound customer email, ground the reply in a local policy or FAQ document, and draft a safe response for complaints and queries.

Local Customer Email Reply

Use this skill when a user wants an agent to review customer email and draft a response based on a local document path such as /Users/example/support-policy.md.

Required Inputs

• EMAIL_PATH: local .txt, .md, .json, or .eml file containing the inbound customer message
• POLICY_PATH: local .md, .txt, or other text-readable file containing support policy, FAQ, refund rules, or escalation guidance
• optional DRAFT_PATH: local path where the reply draft should be written

Workflow

1. Read the inbound email from EMAIL_PATH.
2. Read the grounding document from POLICY_PATH.
3. Extract customer name, issue, requested outcome, order or account identifiers, urgency, and sentiment.
4. Classify the message as one of:
   • complaint
   • query
   • refund_request
   • billing_issue
   • handoff_required
5. Draft a reply grounded only in the local document.
6. If the requested action is not supported by the document, do not invent policy. Mark the case handoff_required.
7. Return:
   • summary
   • classification
   • policy_evidence
   • reply_subject
   • reply_body
   • needs_human_review

Guardrails

• Never promise refunds, credits, replacements, or legal outcomes unless the local document explicitly allows them.
• Never expose internal notes or hidden reasoning.
• Keep the reply short, calm, and customer-facing.
• Escalate abusive, safety, chargeback, regulatory, privacy, or deletion cases for human review.
• Treat missing or weak policy evidence as a handoff case.