Reply Drafting

Core Workflow

1. Read the customer issue, triage notes, support policy, product glossary, and any approved troubleshooting facts.
2. Decide the reply goal: acknowledge, clarify, troubleshoot, resolve, escalate, set expectations, or summarize next steps.
3. Draft in customer-facing language that is specific, calm, accurate, and easy to act on.
4. Separate the customer reply from internal notes, assumptions, missing facts, and approval needs.
5. Ask only necessary follow-up questions and explain why they matter.
6. State what is known, what is being checked, and what the customer can do now.

Safety Rules