Drafts a reply to an inbound customer email, grounded in the account record and the published help-centre articles rather than in recall. Use when a customer emails about billing, a renewal or an outage, when a reply must cite current policy, or when a teammate asks for a first draft to edit.
Installs into .claude/skills of the current project.
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---
name: drafting-customer-replies
description: Drafts a reply to an inbound customer email, grounded in the account record and the published help-centre articles rather than in recall. Use when a customer emails about billing, a renewal or an outage, when a reply must cite current policy, or when a teammate asks for a first draft to edit.
---
# drafting-customer-replies
Produces an editable first draft that cites the account's own facts. The draft is always
reviewed by a person before it is sent.
## Not for
- Legal or contractual commitments — route to the contracts owner.
- Security-incident notifications — those follow the incident runbook, not this.
- Anything the account record does not answer. Say so in the draft instead of guessing.
## Procedure
1. Read the inbound message and classify it against the categories in
[the category map](reference/categories.md).
2. Pull the account record: plan, renewal date, open tickets, recent invoices.
3. Draft the reply using the tone for that audience in
[the tone guide](reference/tone.md).
4. Cite the specific fact behind every claim about the account. Where the record is
silent, write what is missing rather than inferring it.
5. Hand the draft to a person. Do not send.
## Escalation
A refund over the approval threshold, a churn signal, or a legal reference goes to the
account owner with the draft attached and a one-line reason.
