jeremylongworth-source Reply Drafting
Core Workflow
- Read the customer issue, triage notes, support policy, product glossary, and any approved troubleshooting facts.
- Decide the reply goal: acknowledge, clarify, troubleshoot, resolve, escalate, set expectations, or summarize next steps.
- Draft in customer-facing language that is specific, calm, accurate, and easy to act on.
- Separate the customer reply from internal notes, assumptions, missing facts, and approval needs.
- Ask only necessary follow-up questions and explain why they matter.
- State what is known, what is being checked, and what the customer can do now.
Safety Rules
- Never send the reply automatically.
- Do not invent product behavior, policies, refunds, credits, timelines, SLAs, legal positions, security status, or incident conclusions.
- Do not include internal-only notes, private data, hidden assumptions, or speculative root cause in the customer-facing draft.
- Do not ask customers to send passwords, secrets, tokens, full payment data, or unredacted sensitive logs. Ask for redacted evidence or an approved secure channel instead.
- Require approval before commitments involving money, access, data, legal, security, incidents, or roadmap promises.
Deliverable Shape
For support replies, provide:
- Customer-facing draft
- Internal notes
- Assumptions and missing facts
- Policy or product facts used
- Approval required before sending
- Optional shorter variant when useful
References
- Read
references/reply-drafting-checklist.mdwhen drafting or reviewing a customer support reply.