draft-response

仓库: anthropics/knowledge-work-plugins
安装量: 68
排名: #11253

安装

npx skills add https://github.com/anthropics/knowledge-work-plugins --skill draft-response
/draft-response
If you see unfamiliar placeholders or need to check which tools are connected, see
CONNECTORS.md
.
Draft a professional, customer-facing response tailored to the situation, customer relationship, and communication context.
Usage
/draft-response
Examples:
/draft-response Acme Corp is asking when the new dashboard feature will ship
/draft-response Customer escalation — their integration has been down for 2 days
/draft-response Responding to a feature request we won't be building
/draft-response Customer hit a billing error and wants a resolution ASAP
Workflow
1. Understand the Context
Parse the user's input to determine:
Customer
Who is the communication for? Look up account context if available.
Situation type
Question, issue, escalation, announcement, negotiation, bad news, good news, follow-up
Urgency
Is this time-sensitive? How long has the customer been waiting?
Channel
Email, support ticket, chat, or other (adjust formality accordingly)
Relationship stage
New customer, established, frustrated/escalated
Stakeholder level
End user, manager, executive, technical, business 2. Research Context Gather relevant background from available sources: ~~email: Previous correspondence with this customer on this topic Any commitments or timelines previously shared Tone and style of the existing thread ~~chat: Internal discussions about this customer or topic Any guidance from product, engineering, or leadership Similar situations and how they were handled ~~CRM (if connected): Account details and plan level Contact information and key stakeholders Previous escalations or sensitive issues ~~support platform (if connected): Related tickets and their resolution Known issues or workarounds SLA status and response time commitments ~~knowledge base: Official documentation or help articles to reference Product roadmap information (if shareable) Policy or process documentation 3. Generate the Draft Produce a response tailored to the situation:

Draft Response

To: [Customer contact name] Re: [Subject/topic] Channel: [Email / Ticket / Chat] Tone: [Empathetic / Professional / Technical / Celebratory / Candid]

[Draft response text]

Notes for You (internal — do not send)

  • Why this approach: [Rationale for tone and content choices]
  • Things to verify: [Any facts or commitments to confirm before sending]
  • Risk factors: [Anything sensitive about this response]
  • Follow-up needed: [Actions to take after sending]
  • Escalation note: [If this should be reviewed by someone else first]
  • Run Quality Checks Before presenting the draft, verify: Tone matches the situation and relationship No commitments beyond what's authorized No product roadmap details that shouldn't be shared externally Accurate references to previous conversations Clear next steps and ownership Appropriate for the stakeholder level (not too technical for executives, not too vague for engineers) Length is appropriate for the channel (shorter for chat, fuller for email)
  • Offer Iterations
    After presenting the draft:
    "Want me to adjust the tone? (more formal, more casual, more empathetic, more direct)"
    "Should I add or remove any specific points?"
    "Want me to make this shorter/longer?"
    "Should I draft a version for a different stakeholder?"
    "Want me to draft the internal escalation note as well?"
    "Should I prepare a follow-up message to send after [X days] if no response?"
    Customer Communication Best Practices
    Core Principles
    Lead with empathy
    Acknowledge the customer's situation before jumping to solutions
    Be direct
    Get to the point — customers are busy. Bottom-line-up-front.
    Be honest
    Never overpromise, never mislead, never hide bad news in jargon
    Be specific
    Use concrete details, timelines, and names — avoid vague language
    Own it
    Take responsibility when appropriate. "We" not "the system" or "the process"
    Close the loop
    Every response should have a clear next step or call to action
    Match their energy
    If they're frustrated, be empathetic first. If they're excited, be enthusiastic. Response Structure For most customer communications, follow this structure:
  • Acknowledgment / Context (1-2 sentences)
  • Acknowledge what they said, asked, or are experiencing
  • Show you understand their situation
  • Core Message (1-3 paragraphs)
  • Deliver the main information, answer, or update
  • Be specific and concrete
  • Include relevant details they need
  • Next Steps (1-3 bullets)
  • What YOU will do and by when
  • What THEY need to do (if anything)
  • When they'll hear from you next
  • Closing (1 sentence)
  • Warm but professional sign-off
  • Reinforce you're available if needed
    Length Guidelines
    Chat/IM
    1-4 sentences. Get to the point immediately.
    Support ticket response
    1-3 short paragraphs. Structured and scannable.
    Email
    3-5 paragraphs max. Respect their inbox.
    Escalation response
    As long as needed to be thorough, but well-structured with headers.
    Executive communication
    Shorter is better. 2-3 paragraphs max. Data-driven. Tone and Style Guidelines Tone Spectrum Situation Tone Characteristics Good news / wins Celebratory Enthusiastic, warm, congratulatory, forward-looking Routine update Professional Clear, concise, informative, friendly Technical response Precise Accurate, detailed, structured, patient Delayed delivery Accountable Honest, apologetic, action-oriented, specific Bad news Candid Direct, empathetic, solution-oriented, respectful Issue / outage Urgent Immediate, transparent, actionable, reassuring Escalation Executive Composed, ownership-taking, plan-presenting, confident Billing / account Precise Clear, factual, empathetic, resolution-focused Tone Adjustments by Relationship Stage New Customer (0-3 months): More formal and professional Extra context and explanation (don't assume knowledge) Proactively offer help and resources Build trust through reliability and responsiveness Established Customer (3+ months): Warm and collaborative Can reference shared history and previous conversations More direct and efficient communication Show awareness of their goals and priorities Frustrated or Escalated Customer: Extra empathy and acknowledgment Urgency in response times Concrete action plans with specific commitments Shorter feedback loops Writing Style Rules DO: Use active voice ("We'll investigate" not "This will be investigated") Use "I" for personal commitments and "we" for team commitments Name specific people when assigning actions ("Sarah from our engineering team will...") Use the customer's terminology, not your internal jargon Include specific dates and times, not relative terms ("by Friday January 24" not "in a few days") Break up long responses with headers or bullet points DON'T: Use corporate jargon or buzzwords ("synergy", "leverage", "paradigm shift") Deflect blame to other teams, systems, or processes Use passive voice to avoid ownership ("Mistakes were made") Include unnecessary caveats or hedging that undermines confidence CC people unnecessarily — only include those who need to be in the conversation Use exclamation marks excessively (one per email max, if any) Situation-Specific Approaches Answering a product question: Lead with the direct answer Provide relevant documentation links Offer to connect them with the right resource if needed If you don't know the answer: say so honestly, commit to finding out, give a timeline Responding to an issue or bug: Acknowledge the impact on their work State what you know about the issue and its status Provide workaround if available Set expectations for resolution timeline Commit to updates at regular intervals Handling an escalation: Acknowledge the severity and their frustration Take ownership (no deflecting or excuse-making) Provide a clear action plan with timeline Identify the person accountable for resolution Offer a meeting or call if appropriate for the severity Delivering bad news (feature sunset, delay, can't-fix): Be direct — don't bury the news Explain the reasoning honestly Acknowledge the impact on them specifically Offer alternatives or mitigation Provide a clear path forward Sharing good news (feature launch, milestone, recognition): Lead with the positive outcome Connect it to their specific goals or use case Suggest next steps to capitalize on the good news Express genuine enthusiasm Declining a request (feature request, discount, exception): Acknowledge the request and its reasoning Be honest about the decision Explain the why without being dismissive Offer alternatives when possible Leave the door open for future conversation Response Templates for Common Scenarios Acknowledging a Bug Report Hi [Name], Thank you for reporting this — I can see how [specific impact] would be frustrating for your team. I've confirmed the issue and escalated it to our engineering team as a [priority level]. Here's what we know so far:
  • [What's happening]
  • [What's causing it, if known]
  • [Workaround, if available] I'll update you by [specific date/time] with a resolution timeline. In the meantime, [workaround details if applicable]. Let me know if you have any questions or if this is impacting you in other ways I should know about. Best, [Your name] Acknowledging a Billing or Account Issue Hi [Name], Thank you for reaching out about this — I understand billing issues need prompt attention, and I want to make sure this gets resolved quickly. I've looked into your account and here's what I'm seeing:
  • [What happened — clear factual explanation]
  • [Impact on their account — charges, access, etc.] Here's what I'm doing to fix this:
  • [Action 1 — with timeline]
  • [Action 2 — if applicable] [If resolution is immediate: "This has been corrected and you should see the change reflected within [timeframe]."] [If needs investigation: "I'm escalating this to our billing team and will have an update for you by [specific date]."] I'm sorry for the inconvenience. Let me know if you have any questions about your account. Best, [Your name] Responding to a Feature Request You Won't Build Hi [Name], Thank you for sharing this request — I can see why [capability] would be valuable for [their use case]. I discussed this with our product team, and this isn't something we're planning to build in the near term. The primary reason is [honest, respectful explanation — e.g., it serves a narrow use case, it conflicts with our architecture direction, etc.]. That said, I want to make sure you can accomplish your goal. Here are some alternatives:
  • [Alternative approach 1]
  • [Alternative approach 2]
  • [Integration or workaround if applicable] I've also documented your request in our feedback system, and if our direction changes, I'll let you know. Would any of these alternatives work for your team? Happy to dig deeper into any of them. Best, [Your name] Outage or Incident Communication Hi [Name], I wanted to reach out directly to let you know about an issue affecting [service/feature] that I know your team relies on. What happened: [Clear, non-technical explanation] Impact: [How it affects them specifically] Status: [Current status — investigating / identified / fixing / resolved] ETA for resolution: [Specific time if known, or "we'll update every X hours"] [If applicable: "In the meantime, you can [workaround]."] I'm personally tracking this and will update you as soon as we have a resolution. You can also check [status page URL] for real-time updates. I'm sorry for the disruption to your team's work. We take this seriously and [what you're doing to prevent recurrence if known]. [Your name] Following Up After Silence Hi [Name], I wanted to check in — I sent over [what you sent] on [date] and wanted to make sure it didn't get lost in the shuffle. [Brief reminder of what you need from them or what you're offering] If now isn't a good time, no worries — just let me know when would be better, and I'm happy to reconnect then. Best, [Your name] Follow-up and Escalation Guidance Follow-up Cadence Situation Follow-up Timing Unanswered question 2-3 business days Open support issue Daily until resolved for critical, 2-3 days for standard Post-meeting action items Within 24 hours (send notes), then check at deadline General check-in As needed for ongoing issues After delivering bad news 1 week to check on impact and sentiment When to Escalate Escalate to your manager when: Customer threatens to cancel or significantly downsell Customer requests exception to policy you can't authorize An issue has been unresolved for longer than SLA allows Customer requests direct contact with leadership You've made an error that needs senior involvement to resolve Escalate to product/engineering when: Bug is critical and blocking the customer's business Feature gap is causing a competitive loss Customer has unique technical requirements beyond standard support Integration issues require engineering investigation Escalation format: ESCALATION: [Customer Name] — [One-line summary] Urgency: [Critical / High / Medium] Customer impact: [What's broken for them] History: [Brief background — 2-3 sentences] What I've tried: [Actions taken so far] What I need: [Specific help or decision needed] Deadline: [When this needs to be resolved by]
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