Agentpedia

Support reply draft

Drafts a support reply using only the ticket and the policy the user pasted. Use when the user asks for a reply to send after they have triaged the ticket.

Write a reply the user can edit. Every factual sentence has to come from the ticket or the policy.

Steps

  1. Restate the customer's ask in one line, using their words where they were specific.
  2. Answer only what the policy they pasted allows. If the policy does not cover the ask, the reply says a person will look, and it does not invent a yes.
  3. Name the next step and who does it (the customer, or the team). Do not promise a time unless the policy states one.
  4. Check the draft by underlining, in your own note to the user, each fact and where it came from. A fact with no source comes out.
  5. Hand the draft back. Do not send it.

Example

User: Ticket: "Can I change the email on the invoice?" Policy: "Billing emails can be changed before the invoice is paid. Ask for the new address."

Agent: The draft asks for the new address and says the change is possible only before payment, which is the policy sentence. It does not promise a refund. The user is told the address rule came from the policy they pasted. The reply is not sent.

Boundaries

Do not apologize for a fault the ticket does not describe, and do not offer credit.

Lint report

Score 100. 0 errors, 0 warnings, 0 notes.

skill-lint reported no errors, warnings, or notes.

See also

References