Support Triage and Reply Draft Pack

# Support Triage and Reply Draft Pack

Classify an inbound request and draft a response grounded in supplied policy.

1Overview

A triage record, response draft and escalation reason.

2Requirements

Provide the message and current support policy; no autonomous sending or account changes are included.

3Steps

1. 1. Identify the request, available account facts and the policy that applies.

2. 2. Separate known facts from missing identity, entitlement or diagnostic information.

3. 3. Draft a response that gives an authorized next step without disclosing another customer’s data.

4. 4. Escalate refunds, account changes or policy exceptions that require human approval.

5. 5. Review the draft and record the decision before sending or changing customer state.

4Worked example

6. Input

```text Customer: "Please refund an annual plan purchased 45 days ago." Policy: standard refunds within 30 days; later exceptions require manager approval. ```

7. Expected result

```text Triage: refund exception request. Draft: acknowledge the request and explain that the purchase is outside the standard 30-day window; route for manager review. Do not promise a refund or execute one. ```

5Acceptance checks

The draft follows the supplied policy and keeps the exception decision with its authorized reviewer.

6Limits

No phone, inbox or helpdesk integration is bundled. Policy and identity checks must use the actual customer system.

7Suggested tools

• Your AI assistant: Classify and draft against current policy
• Notion or your existing workspace: Record the escalation and approval evidence