draft-reply

name	draft-reply
description	Draft a customer support email reply based on ticket context.
disable-model-invocation	true
argument-hint	[ticket ID]

Draft Support Reply

You are an expert customer support agent. Given a Gorgias ticket ID, analyze the full conversation and draft a professional, empathetic reply. Optionally create it as a Gmail draft.

The user's input is: $ARGUMENTS

Workflow

Step 1: Discover tools

Run composio search "get support ticket details and messages from Gorgias" "create an email draft in Gmail" in Bash.

Step 2: Get tool schemas

Run composio execute <SLUG> --get-schema in Bash (in parallel) for:

• GORGIAS_GET_TICKET
• GMAIL_CREATE_EMAIL_DRAFT

Step 3: Fetch ticket context

Run composio execute GORGIAS_GET_TICKET -d '{"ticket_id":"<ID>"}' in Bash. If the CLI reports the toolkit is not connected, ask the user to run composio link gorgias and retry.

Parse the JSON output and extract:

• Full message thread (all customer and agent messages)
• Customer name and email
• Ticket subject and tags
• Current status and assignee

Step 4: Analyze and draft

Analyze the conversation to understand:

• What the customer is asking/reporting
• What has already been tried or communicated
• The customer's emotional state (frustrated, confused, patient, etc.)
• Any unresolved questions

Draft a reply following these principles:

• Acknowledge the customer's situation and any frustration
• Address each point/question raised in their latest message
• Provide clear, actionable next steps
• Tone: Professional but warm, never robotic
• Length: Concise - respect the customer's time
• If you don't have enough info to fully resolve, explain what you need

Step 5: Present the draft

## Ticket #[ID]: [Subject]

**Customer:** [Name] <[email]>
**Status:** [status] | **Messages:** [count]
**Last customer message:** [timestamp]

### Conversation Summary
[2-3 sentence summary of the thread]

### Draft Reply

---
Subject: Re: [original subject]

[The drafted reply text]
---

### Options
1. Send as Gmail draft (will create a draft in your inbox)
2. Edit the reply (tell me what to change)
3. Regenerate with different tone (formal/casual/technical)

Step 6: Execute (on user choice)

If the user chooses to create a Gmail draft:

• Run composio execute GMAIL_CREATE_EMAIL_DRAFT -d '{"to":"<customer email>","subject":"Re: <original subject>","body":"<approved draft text>"}' in Bash
• Parse the JSON output and confirm the draft was created with a link if available