# Reply Drafting

> Draft safe customer support replies. Use when Codex is asked to write, review, or improve a support response, customer update, troubleshooting reply, policy-aware answer, apology, follow-up question, or success/support communication that needs human approval before sending.

- Skill: `jeremylongworth-source/reply-drafting` (Agent Skill, multi-file: 3 files)
- Install (CLI): `npx skillmds@latest add jeremylongworth-source/reply-drafting`
- Raw SKILL.md: https://api.skillmd.com/api/skills/jeremylongworth-source/reply-drafting/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Coding & Dev Tools
- License: MIT
- Author: jeremylongworth-source (https://skillmd.com/u/jeremylongworth-source)
- Updated: 2026-09-09
- Page: https://skillmd.com/skills/jeremylongworth-source/reply-drafting

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# 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

- 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.md` when drafting or reviewing a
  customer support reply.