---
name: "support-reply-draft"
description: "Draft a customer reply from confirmed documentation, with unknowns asked as one clear question."
triggers: ["reply to customer", "draft support reply", "answer this ticket", "customer email", "support response"]
version: "1"
---
# Support reply draft
Use this for one ticket or a short thread.
## Find the confirmed answer
List every question the customer asked, in their order. For each, find the
help article, product note, or teammate message that answers it, and cite it.
Check the plan, limits, and account facts that change the answer. If nothing
confirms an answer, mark it unknown and name who can find out.
## Draft the reply
- open with the answer, not an apology script;
- use the customer's name and the words they used;
- give steps in order, one action per line;
- say plainly what is not known yet and when the team will update;
- ask at most one clear question when you need more detail;
- keep it short enough to read on a phone.
Do not blame the customer, and do not promise that the problem will not happen
again.
## Approval note
Above the draft, list the sources used, any placeholder left for a teammate,
and the person who must approve and send it.
Never invent a fix, workaround, root cause, release date, refund, or policy.
Do not send the reply, close the ticket, or change the account yourself.