Response Drafts

Response Drafts Skill

Generate AI-powered support response drafts with intelligent tone matching, knowledge base integration, and multiple solution options. Perfect for customer support teams using Zendesk, internal ticketing systems, or any support workflow.

Features

• Multiple Draft Options: Get 2-3 different response options for each ticket
• Tone Matching: Automatic tone detection or manual selection (professional, empathetic, technical, casual, apologetic, confident)
• KB Integration: Automatically suggests relevant knowledge base articles
• Template System: Pre-built and custom templates for common scenarios
• SQLite Storage: Tracks all drafts, templates, and KB articles locally
• Optional Zendesk Support: Can be extended for Zendesk API integration

Installation

cd skills/response-drafts
npm install
npm run build

CLI Usage

Check Health

node dist/cli.js health

Generate Response Drafts

# Generate drafts for a ticket
node dist/cli.js generate TICKET-123 \
  --subject "Can't login to account" \
  --description "I'm getting an 'Invalid credentials' error when trying to login" \
  --priority high \
  --requester "John Doe"

# Force specific tone
node dist/cli.js generate TICKET-456 \
  --subject "Payment failed" \
  --description "My card was declined but I have funds" \
  --tone empathetic

# Generate more drafts
node dist/cli.js generate TICKET-789 \
  --subject "Feature request" \
  --description "Please add dark mode" \
  --count 3

View Drafts

# List drafts for a specific ticket
node dist/cli.js drafts TICKET-123

# List all drafts
node dist/cli.js all-drafts --limit 20

Manage Templates

# List all templates
node dist/cli.js templates

# Filter by category
node dist/cli.js templates --category resolution

# View specific template
node dist/cli.js template acknowledgment

# Apply template with variables
node dist/cli.js use-template acknowledgment \
  --vars '{"requesterName":"Jane","subject":"billing issue","agentName":"Support Team"}'

# Add custom template
node dist/cli.js add-template \
  --name "feature-request" \
  --category "product" \
  --tone "professional" \
  --content "Hi {{requesterName}},\n\nThank you for your suggestion about {{subject}}. We appreciate customer feedback and have logged this in our feature request tracker.\n\nBest regards,\n{{agentName}}"

Knowledge Base Management

# List KB articles
node dist/cli.js kb

# Filter by category
node dist/cli.js kb --category billing

# Add KB article
node dist/cli.js kb-add \
  --id "kb-custom-001" \
  --title "How to Reset Password" \
  --content "Go to Settings > Security > Change Password" \
  --category account \
  --tags "password,reset,security"

Statistics and Administration

# View usage statistics
node dist/cli.js stats

# List available tones
node dist/cli.js tones

# Mark draft as sent
node dist/cli.js send 42

JavaScript/TypeScript API

Initialize

import { ResponseDraftsSkill, Ticket } from '@openclaw/response-drafts';

const skill = new ResponseDraftsSkill();

Generate Response Drafts

const ticket: Ticket = {
  id: 'TICKET-123',
  subject: 'Cannot access account',
  description: 'I forgot my password and reset email is not arriving',
  priority: 'high',
  requesterName: 'John Smith',
  tags: ['login', 'password']
};

const drafts = await skill.generateDrafts(ticket, {
  tone: 'empathetic',
  count: 3,
  includeKBArticles: true
});

for (const draft of drafts) {
  console.log(`Tone: ${draft.tone}`);
  console.log(`Confidence: ${draft.confidence}`);
  console.log(`Content:\n${draft.content}\n`);
  
  if (draft.kbArticles && draft.kbArticles.length > 0) {
    console.log('Related KB Articles:');
    draft.kbArticles.forEach(a => console.log(`  - ${a.title}`));
  }
}

Work with Templates

// Get all templates
const templates = await skill.getTemplates('resolution');

// Get specific template
const template = await skill.getTemplate('acknowledgment');
if (template) {
  // Apply with variables
  const response = skill.applyTemplate(template, {
    requesterName: 'Jane',
    subject: 'billing issue',
    agentName: 'Support Team'
  });
  console.log(response);
}

// Add custom template
const newTemplate = await skill.addTemplate({
  name: 'custom-response',
  category: 'product',
  content: 'Hi {{name}}, thanks for your feedback on {{topic}}.',
  tone: 'professional',
  tags: ['custom', 'feedback'],
  variables: ['name', 'topic']
});

Knowledge Base Management

// Add KB article
await skill.addKBArticle({
  id: 'kb-101',
  title: 'Two-Factor Authentication Setup',
  content: 'Go to Settings > Security > 2FA to enable.',
  category: 'security',
  tags: ['2fa', 'security', 'authentication']
});

// Get all articles
const articles = await skill.getKBArticles('security');

// Articles are automatically matched to tickets based on keywords

Draft Management

// Get drafts for a ticket
const drafts = await skill.getDraftsForTicket('TICKET-123');

// Get all drafts
const allDrafts = await skill.getAllDrafts(50);

// Mark as sent
await skill.markDraftAsSent(42);

// Get statistics
const stats = await skill.getStats();
console.log(`Total: ${stats.totalDrafts}, Sent: ${stats.sentDrafts}`);

Health Check

const health = await skill.healthCheck();
if (health.status === 'healthy') {
  console.log(health.message);
}

Cleanup

await skill.close();

Available Tones

Built-in Templates

Database Schema

Data is stored in SQLite at ~/.openclaw/skills/response-drafts/drafts.db:

Tables

• response_drafts - Generated response drafts

  • id, ticket_id, content, tone, kb_articles, confidence, created_at, was_sent

• response_templates - Response templates

  • id, name, category, content, tone, tags, variables

• kb_articles - Knowledge base articles

  • id, title, content, category, tags, url

• kb_mappings - Keyword to article mappings

  • id, keyword, article_id, relevance_score

Zendesk Integration (Optional)

This skill can be extended for Zendesk API integration:

// Example: Fetch ticket from Zendesk and generate drafts
async function processZendeskTicket(ticketId: string) {
  // Fetch from Zendesk API
  const zdTicket = await fetchZendeskTicket(ticketId);
  
  const ticket: Ticket = {
    id: zdTicket.id,
    subject: zdTicket.subject,
    description: zdTicket.description,
    priority: zdTicket.priority,
    requesterName: zdTicket.requester.name,
    tags: zdTicket.tags
  };
  
  const drafts = await skill.generateDrafts(ticket);
  
  // Optionally add as Zendesk comments
  for (const draft of drafts) {
    await addZendeskComment(ticketId, draft.content);
  }
}

Tone Detection

The skill automatically detects tone based on:

1. Ticket priority - Urgent → Empathetic
2. Keywords - "error", "bug" → Technical
3. Sentiment - "frustrated", "disappointed" → Apologetic
4. Content - "thank you", "great" → Casual

KB Article Matching

Articles are matched based on:

1. Tag keywords in ticket content
2. Title word matches
3. Category relevance

Add more KB articles and mappings to improve suggestions.

Error Handling

try {
  const drafts = await skill.generateDrafts(ticket);
} catch (error) {
  if (error.message.includes('not initialized')) {
    console.log('Database error - check permissions');
  } else {
    console.error('Error:', error.message);
  }
}

Testing

# Type checking
npm run typecheck

# Build
npm run build

# Health check
npm run cli -- health

# Generate test drafts
npm run cli -- generate TEST-001 \
  --subject "Test ticket" \
  --description "This is a test" \
  --requester "Test User"

Troubleshooting

"Database error"

Check that the data directory is writable:

ls -la ~/.openclaw/skills/response-drafts/

"No KB articles found"

Add some KB articles:

node dist/cli.js kb-add --id "kb-001" --title "Help" --content "Content" --category general

Dependencies

• sqlite3: Local database storage
• No external API dependencies by default

Security Notes

• All data stored locally in SQLite
• No external API calls (except optional Zendesk extension)
• Templates and KB content are user-controlled