| name | drafting-customer-replies |
| description | Drafts a reply to an inbound customer email, grounded in the account record and the published help-centre articles rather than in recall. Use when a customer emails about billing, a renewal or an outage, when a reply must cite current policy, or when a teammate asks for a first draft to edit. |
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
- Read the inbound message and classify it against the categories in
the category map.
- Pull the account record: plan, renewal date, open tickets, recent invoices.
- Draft the reply using the tone for that audience in
the tone guide.
- Cite the specific fact behind every claim about the account. Where the record is
silent, write what is missing rather than inferring it.
- 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.
