Draft Response
Draft polished, situation-aware customer replies for tickets, email, or chat without sounding generic or off-brand.
Overview
Draft Response is an agent skill most often used in Grow (also Ship, Operate) that drafts professional customer-facing replies for questions, escalations, outages, declines, and billing issues.
Install
npx skills add https://github.com/anthropics/knowledge-work-plugins --skill draft-responseWhat is this skill?
- Parses situation type: question, issue, escalation, announcement, negotiation, bad news, good news, follow-up
- Adjusts tone by channel (email, ticket, chat) and customer relationship context
- Covers escalations, outages, won't-fix feature requests, delays, and billing disputes
- Structured /draft-response command with argument-hint for situation description
Adoption & trust: 1.4k installs on skills.sh; 19.6k GitHub stars; 3/3 security scanners passed (skills.sh audits).
What problem does it solve?
You know what happened technically but struggle to write a calm, credible customer message under time pressure.
Who is it for?
Founder-led support on a small customer base where every email affects retention and word of mouth.
Skip if: Bulk marketing campaigns, legal correspondence requiring counsel review, or fully automated unsupervised ticket replies.
When should I use this skill?
Answering a product question, responding to escalation or outage, delivering bad news, declining a feature request, or replying to a billing issue.
What do I get? / Deliverables
You receive a channel-appropriate draft response grounded in situation type and urgency, ready for your final edit and send.
- Customer-facing draft message
- Tone-calibrated reply for chosen channel
Recommended Skills
Journey fit
Spans multiple journey phases - primary shelf plus alternate fits below.
Ongoing customer communication is the core Grow lifecycle motion; escalations and billing tie back to retention and trust. Workflow targets support-style situations—questions, outages, declines, billing—where solo founders wear the support hat.
Where it fits
Turn a vague angry ticket into a clear timeline email after a two-day integration outage.
Announce a delayed dashboard shipment without over-promising dates you cannot hit.
Follow up on a won't-fix feature request while preserving the relationship for upsell later.
Respond to a billing error with empathy and concrete next steps before churn.
How it compares
Structured comms workflow for one customer thread—not a helpdesk automation platform or MCP ticketing server.
Common Questions / FAQ
Who is draft-response for?
Solo builders and tiny teams who personally handle support tickets, escalations, and sensitive customer updates.
When should I use draft-response?
In Grow when answering product questions or billing issues; after Ship/Launch incidents for outage updates; in Operate when closing long-running customer threads—whenever you need a tailored external reply fast.
Is draft-response safe to install?
It may reference connected workplace tools per the parent plugin; review the Security Audits panel on this page and CONNECTORS.md before granting data access.
SKILL.md
READMESKILL.md - Draft Response
# /draft-response > If you see unfamiliar placeholders or need to check which tools are connected, see [CONNECTORS.md](../../CONNECTORS.md). Draft a professional, customer-facing response tailored to the situation, customer relationship, and communication context. ## Usage ``` /draft-response <context about the customer question, issue, or request> ``` 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] ``` ### 4. 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) ### 5. 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 in