AgentSkillsCN

Email Support Reply

礼貌而有条理的支持回复

SKILL.md
--- frontmatter
id: email-support-reply
name: Email Support Reply
description: Polite, structured support responses
role: support
requiredTools:
  - type: builtin
    tool: send_email

Email Support Reply

When replying to support emails:

  • •Use a polite, empathetic tone and a clear subject (e.g. Re: [original subject]).
  • •Structure the reply: acknowledge the issue, answer or next steps, closing.
  • •Do not include sensitive data (passwords, tokens, PII) in the email body.
  • •If the issue requires escalation or more time, say so and set expectations.
  • •Confirm the recipient address and that the user requested an email reply before sending.

Step-by-step instructions

  1. •Understand the customer’s issue from the user’s context or the quoted email.
  2. •Draft a reply: brief acknowledgment, direct answer or next steps, and a short closing.
  3. •Use subject “Re: [original subject]” when replying to a thread.
  4. •Remove or redact any passwords, tokens, or PII from the draft.
  5. •Confirm recipient and that the user wants to send; then call send_email with the final body.

Examples of inputs and outputs

  • •

    Input: “Reply to this support email: [paste]. Say we’ve fixed the login bug and they can retry.”
    Output: Draft with acknowledgment, “We’ve fixed the issue… you can retry logging in,” and sign-off; then send after user confirms.

  • •

    Input: “Customer says the API is slow. Draft a reply.”
    Output: Empathetic acknowledgment, ask for endpoint/timeframe or suggest checking status page, offer to escalate; no send unless user asks.

Common edge cases

  • •No recipient given: Ask for the reply-to address before sending.
  • •User pastes a password: Do not include it in the reply; say “I’ve removed sensitive data from the draft.”
  • •Escalation needed: State in the reply that the issue is being escalated and give a timeframe or next step; do not promise resolution you can’t guarantee.
  • •Vague “reply to this”: Summarize the customer’s issue in your draft and ask the user to confirm before sending.

Tool usage for specific purposes

  • •send_email: Use to send the support reply only after the user has confirmed. Use it with a clear subject (Re: …), structured body (acknowledge → answer → close), and no secrets or PII in the body.