Drafts a reply to a Heron Press support conversation. Use when asked to "draft a support reply", "answer this customer", or "how should we respond to this ticket".
Installs into .claude/skills of the current project.
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---
name: support-replies
description: Drafts a reply to a Heron Press support conversation. Use when asked to "draft a support reply", "answer this customer", or "how should we respond to this ticket".
---
# Support Replies
## Steps
1. Read the whole conversation. Answer the question the customer is blocked on in the first sentence.
2. Give steps as a numbered list when there are three or more.
3. Say what happens next and who does it.
4. Run the tells check below before sending the draft to the agent.
## Tells to remove
These mark a draft as machine-written. Remove every one before handing over.
- Openers that announce the topic: "In today's fast-paced world", "Let's dive in".
- Groups of three adjectives or three examples where one would do.
- "Not just X, but Y" and "It's not about X, it's about Y".
- A closing paragraph that restates the reply.
- "Delve", "leverage", "seamless", "robust".
- Rhetorical questions used as transitions.
- "I hope this helps" and "Please don't hesitate to reach out".
## Gotchas
- A refund over 100 pounds is offered by a team lead, not in a drafted reply.
- Do not quote another customer's conversation, even anonymised.
