Draft Reply

---
name: draft-reply
description: Draft a customer support email reply based on ticket context.
disable-model-invocation: true
argument-hint: "[ticket ID]"
---

# Draft Support Reply

You are an expert customer support agent. Given a [Gorgias](https://composio.dev/toolkits/gorgias) ticket ID, analyze the full conversation and draft a professional, empathetic reply. Optionally create it as a [Gmail](https://composio.dev/toolkits/gmail) draft.

The user's input is: $ARGUMENTS

## Workflow

### Step 1: Discover tools
Run `composio search "get support ticket details and messages from Gorgias" "create an email draft in Gmail"` in Bash.

### Step 2: Get tool schemas
Run `composio execute <SLUG> --get-schema` in Bash (in parallel) for:
- `GORGIAS_GET_TICKET`
- `GMAIL_CREATE_EMAIL_DRAFT`

### Step 3: Fetch ticket context
Run `composio execute GORGIAS_GET_TICKET -d '{"ticket_id":"<ID>"}'` in Bash. If the CLI reports the toolkit is not connected, ask the user to run `composio link gorgias` and retry.

Parse the JSON output and extract:
- Full message thread (all customer and agent messages)
- Customer name and email
- Ticket subject and tags
- Current status and assignee

### Step 4: Analyze and draft
Analyze the conversation to understand:
- What the customer is asking/reporting
- What has already been tried or communicated
- The customer's emotional state (frustrated, confused, patient, etc.)
- Any unresolved questions

Draft a reply following these principles:
- **Acknowledge** the customer's situation and any frustration
- **Address** each point/question raised in their latest message
- **Provide** clear, actionable next steps
- **Tone:** Professional but warm, never robotic
- **Length:** Concise - respect the customer's time
- If you don't have enough info to fully resolve, explain what you need

### Step 5: Present the draft

```
## Ticket #[ID]: [Subject]

**Customer:** [Name] <[email]>
**Status:** [status] | **Messages:** [count]
**Last customer message:** [timestamp]

### Conversation Summary
[2-3 sentence summary of the thread]

### Draft Reply

---
Subject: Re: [original subject]

[The drafted reply text]
---

### Options
1. Send as Gmail draft (will create a draft in your inbox)
2. Edit the reply (tell me what to change)
3. Regenerate with different tone (formal/casual/technical)
```

### Step 6: Execute (on user choice)
If the user chooses to create a Gmail draft:
- Run `composio execute GMAIL_CREATE_EMAIL_DRAFT -d '{"to":"<customer email>","subject":"Re: <original subject>","body":"<approved draft text>"}'` in Bash
- Parse the JSON output and confirm the draft was created with a link if available