draft-response

Name: draft-response
Author: anthropics

2.0kinstalls2.7kforks

How to install draft-response?

anthropics/knowledge-work-plugins/draft-response

$npx -y skills add anthropics/knowledge-work-plugins --skill draft-response

Installs into the current project.

Summary

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.

Files · 1

View on GitHub

SKILL.md

1	# /draft-response
2
3	> If you see unfamiliar placeholders or need to check which tools are connected, see [CONNECTORS.md](../../CONNECTORS.md).
4
5	Draft a professional, customer-facing response tailored to the situation, customer relationship, and communication context.
6
7	## Usage
8
9	```
10	/draft-response <context about the customer question, issue, or request>
11	```
12
13	Examples:
14	- `/draft-response Acme Corp is asking when the new dashboard feature will ship`
15	- `/draft-response Customer escalation — their integration has been down for 2 days`
16	- `/draft-response Responding to a feature request we won't be building`
17	- `/draft-response Customer hit a billing error and wants a resolution ASAP`
18
19	## Workflow
20
21	### 1. Understand the Context
22
23	Parse the user's input to determine:
24
25	- Customer: Who is the communication for? Look up account context if available.
26	- Situation type: Question, issue, escalation, announcement, negotiation, bad news, good news, follow-up
27	- Urgency: Is this time-sensitive? How long has the customer been waiting?
28	- Channel: Email, support ticket, chat, or other (adjust formality accordingly)
29	- Relationship stage: New customer, established, frustrated/escalated
30	- Stakeholder level: End user, manager, executive, technical, business
31
32	### 2. Research Context
33
34	Gather relevant background from available sources:
35
36	~~email:
37	- Previous correspondence with this customer on this topic
38	- Any commitments or timelines previously shared
39	- Tone and style of the existing thread
40
41	~~chat:
42	- Internal discussions about this customer or topic
43	- Any guidance from product, engineering, or leadership
44	- Similar situations and how they were handled
45
46	~~CRM (if connected):
47	- Account details and plan level
48	- Contact information and key stakeholders
49	- Previous escalations or sensitive issues
50
51	~~support platform (if connected):
52	- Related tickets and their resolution
53	- Known issues or workarounds
54	- SLA status and response time commitments
55
56	~~knowledge base:
57	- Official documentation or help articles to reference
58	- Product roadmap information (if shareable)
59	- Policy or process documentation
60
61	### 3. Generate the Draft
62
63	Produce a response tailored to the situation:
64
65	```
66	## Draft Response
67
68	To: [Customer contact name]
69	Re: [Subject/topic]
70	Channel: [Email / Ticket / Chat]
71	Tone: [Empathetic / Professional / Technical / Celebratory / Candid]
72
73	---
74
75	[Draft response text]
76
77	---
78
79	### Notes for You (internal — do not send)
80	- Why this approach: [Rationale for tone and content choices]
81	- Things to verify: [Any facts or commitments to confirm before sending]
82	- Risk factors: [Anything sensitive about this response]
83	- Follow-up needed: [Actions to take after sending]
84	- Escalation note: [If this should be reviewed by someone else first]
85	```
86
87	### 4. Run Quality Checks
88
89	Before presenting the draft, verify:
90
91	- [ ] Tone matches the situation and relationship
92	- [ ] No commitments beyond what's authorized
93	- [ ] No product roadmap details that shouldn't be shared externally
94	- [ ] Accurate references to previous conversations
95	- [ ] Clear next steps and ownership
96	- [ ] Appropriate for the stakeholder level (not too technical for executives, not too vague for engineers)
97	- [ ] Length is appropriate for the channel (shorter for chat, fuller for email)
98
99	### 5. Offer Iterations
100
101	After presenting the draft:
102	- "Want me to adjust the tone? (more formal, more casual, more empathetic, more direct)"
103	- "Should I add or remove any specific points?"
104	- "Want me to make this shorter/longer?"
105	- "Should I draft a version for a different stakeholder?"
106	- "Want me to draft the internal escalation note as well?"
107	- "Should I prepare a follow-up message to send after [X days] if no response?"
108
109	---
110
111	## Customer Communication Best Practices
112
113	### Core Principles
114
115	1. Lead with empathy: Acknowledge the customer's situation before jumping to solutions
116	2. Be direct: Get to the point — customers are busy. Bottom-line-up-front.
117	3. Be honest: Never overpromise, never mislead, never hide bad news in jargon
118	4. Be specific: Use concrete details, timelines, and names — avoid vague language
119	5. Own it: Take responsibility when appropriate. "We" not "the system" or "the process"
120	6. Close the loop: Every response should have a clear next step or call to action
121	7. Match their energy: If they're frustrated, be empathetic first. If they're excited, be enthusiastic.
122
123	### Response Structure
124
125	For most customer communications, follow this structure:
126
127	```
128	1. Acknowledgment / Context (1-2 sentences)
129	- Acknowledge what they said, asked, or are experiencing

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Type

draft-response

2.0kinstalls2.7kforks

View on GitHub

How to install draft-response?

anthropics/knowledge-work-plugins/draft-response

$npx -y skills add anthropics/knowledge-work-plugins --skill draft-response

Installs into the current project.

Summary

Files · 1

View on GitHub

SKILL.md

1	# /draft-response
2
3	> If you see unfamiliar placeholders or need to check which tools are connected, see [CONNECTORS.md](../../CONNECTORS.md).
4
5	Draft a professional, customer-facing response tailored to the situation, customer relationship, and communication context.
6
7	## Usage
8
9	```
10	/draft-response <context about the customer question, issue, or request>
11	```
12
13	Examples:
14	- `/draft-response Acme Corp is asking when the new dashboard feature will ship`
15	- `/draft-response Customer escalation — their integration has been down for 2 days`
16	- `/draft-response Responding to a feature request we won't be building`
17	- `/draft-response Customer hit a billing error and wants a resolution ASAP`
18
19	## Workflow
20
21	### 1. Understand the Context
22
23	Parse the user's input to determine:
24
25	- Customer: Who is the communication for? Look up account context if available.
26	- Situation type: Question, issue, escalation, announcement, negotiation, bad news, good news, follow-up
27	- Urgency: Is this time-sensitive? How long has the customer been waiting?
28	- Channel: Email, support ticket, chat, or other (adjust formality accordingly)
29	- Relationship stage: New customer, established, frustrated/escalated
30	- Stakeholder level: End user, manager, executive, technical, business
31
32	### 2. Research Context
33
34	Gather relevant background from available sources:
35
36	~~email:
37	- Previous correspondence with this customer on this topic
38	- Any commitments or timelines previously shared
39	- Tone and style of the existing thread
40
41	~~chat:
42	- Internal discussions about this customer or topic
43	- Any guidance from product, engineering, or leadership
44	- Similar situations and how they were handled
45
46	~~CRM (if connected):
47	- Account details and plan level
48	- Contact information and key stakeholders
49	- Previous escalations or sensitive issues
50
51	~~support platform (if connected):
52	- Related tickets and their resolution
53	- Known issues or workarounds
54	- SLA status and response time commitments
55
56	~~knowledge base:
57	- Official documentation or help articles to reference
58	- Product roadmap information (if shareable)
59	- Policy or process documentation
60
61	### 3. Generate the Draft
62
63	Produce a response tailored to the situation:
64
65	```
66	## Draft Response
67
68	To: [Customer contact name]
69	Re: [Subject/topic]
70	Channel: [Email / Ticket / Chat]
71	Tone: [Empathetic / Professional / Technical / Celebratory / Candid]
72
73	---
74
75	[Draft response text]
76
77	---
78
79	### Notes for You (internal — do not send)
80	- Why this approach: [Rationale for tone and content choices]
81	- Things to verify: [Any facts or commitments to confirm before sending]
82	- Risk factors: [Anything sensitive about this response]
83	- Follow-up needed: [Actions to take after sending]
84	- Escalation note: [If this should be reviewed by someone else first]
85	```
86
87	### 4. Run Quality Checks
88
89	Before presenting the draft, verify:
90
91	- [ ] Tone matches the situation and relationship
92	- [ ] No commitments beyond what's authorized
93	- [ ] No product roadmap details that shouldn't be shared externally
94	- [ ] Accurate references to previous conversations
95	- [ ] Clear next steps and ownership
96	- [ ] Appropriate for the stakeholder level (not too technical for executives, not too vague for engineers)
97	- [ ] Length is appropriate for the channel (shorter for chat, fuller for email)
98
99	### 5. Offer Iterations
100
101	After presenting the draft:
102	- "Want me to adjust the tone? (more formal, more casual, more empathetic, more direct)"
103	- "Should I add or remove any specific points?"
104	- "Want me to make this shorter/longer?"
105	- "Should I draft a version for a different stakeholder?"
106	- "Want me to draft the internal escalation note as well?"
107	- "Should I prepare a follow-up message to send after [X days] if no response?"
108
109	---
110
111	## Customer Communication Best Practices
112
113	### Core Principles
114
115	1. Lead with empathy: Acknowledge the customer's situation before jumping to solutions
116	2. Be direct: Get to the point — customers are busy. Bottom-line-up-front.
117	3. Be honest: Never overpromise, never mislead, never hide bad news in jargon
118	4. Be specific: Use concrete details, timelines, and names — avoid vague language
119	5. Own it: Take responsibility when appropriate. "We" not "the system" or "the process"
120	6. Close the loop: Every response should have a clear next step or call to action
121	7. Match their energy: If they're frustrated, be empathetic first. If they're excited, be enthusiastic.
122
123	### Response Structure
124
125	For most customer communications, follow this structure:
126
127	```
128	1. Acknowledgment / Context (1-2 sentences)
129	- Acknowledge what they said, asked, or are experiencing

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