Localized reading guide
draft-responsePurpose, usage and source
Draft a professional customer-facing response tailored to the situation and relationship. Use when answering a product question, responding to an escalation or outage, delivering bad news like a delay or won't-fix, declining a feature request, or replying to a billing issue.
Source retrieved:
- Source repository
- anthropics/knowledge-work-plugins
- SKILL.md
customer-support/skills/draft-response/SKILL.md- Repository stars
- 34,049
- Repository updated
- 2026-10-30
- Categories
- Business
- Last collected
License: License file needs review
Workflow excerpts are reading aids, not executable instructions from Codez. No third-party Skill was run to produce this page.
The purpose and workflow passages below are upstream material, organized and translated for reading. They are distinct from the separately labeled Codez editorial analysis.
What this Skill does
Draft a professional customer-facing response tailored to the situation and relationship. Use when answering a product question, responding to an escalation or outage, delivering bad news like a delay or won't-fix, declining a feature request, or replying to a billing issue.
How the upstream workflow works
Usage
/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
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
Upstream passage · L119 ↗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
Upstream passage · L393 ↗/draft-response <context about the customer question, issue, or request>Requirements and setup
No short requirements passage was selected from this file. This does not mean the Skill has no dependencies. Check the repository setup instructions and referenced files.
Limits and quality checks
4. Run Quality Checks
Before presenting the draft, verify: [ ] Tone matches the situation and relationship
Upstream passage · L93 ↗Start with a safe trial
- Check the supported host and the repository installation instructions. Keep the Skill directory and its referenced scripts, assets and documentation together; SKILL.md alone may omit dependencies.
- Give the agent your real input, desired output and acceptance criteria. Invocation syntax and available tools depend on the host; this site does not assume a universal install command.
- Try the source workflow in a disposable project or on a copy. Review operations that change files, remote services or billable resources before allowing them.
- Validate the output against the source quality checks and your own requirements. A successful trigger or a high repository Star count does not establish a correct result.
Read further in the source
Related Skills
Translation and scope
This reading guide selects passages from the pinned upstream SKILL.md. Translation is assisted. It is not a complete manual or a claim of tested compatibility. Read the original and its referenced files before use.
This introduction refers to the pinned version below; current repository activity and collection time are shown separately.
- Pinned source
- Read the original ↗
- Source retrieved
- Source commit
2574e29377c7173d0cecffef29a6ecbd7f8ccb5d- Source SHA-256
1a201228b75a98fc3b5d45090cb7443d50df204b2ee748bfc8970790a64f0026