version: "1.0.0"

Draft Support Reply

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Save the process we just used as a skill called “Draft Support Reply”.

A useful skill states the six fields from Skills and routines.

1. When to use it

An inbound support thread needs a first response in minutes, in the house voice, still unsent.

2. Required inputs and access

• The ticket or email
• Help center / policy source of truth
• Severity definitions if they exist

3. Sequence of work

1. Read the ticket and the matching policy page.
2. Classify as question, defect, how-to, billing, or abuse.
3. Draft a reply that cites the policy. If the answer is not in the source, say you do not know.
4. Suggest severity and next internal owner. Do not page anyone.

4. How to validate the result

Draft is labeled DRAFT. Policy citations are real URLs or doc titles. No apology for outages you did not verify.

5. What to return

Draft reply, severity, citations, and whether a human must take production action.

6. What requires approval

Do not send the reply. Do not issue refunds. Do not change the customer's account.

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