AI agent skill · by @nightly-labs

Support Reply

Draft accurate customer-support replies from an issue, product documentation, and known account facts.

Archived 2026-10-23 · Source updated 2026-10-11. Check the original repository for the latest version.

SKILL.md instructions

# Support Reply

## Inputs

Use the customer report, applicable policy, product documentation, and any verified diagnostic result. Ask for missing account facts through the appropriate support process, not by requesting secrets.

## Workflow

1. Acknowledge the concrete issue in the customer wording. Separate confirmed facts from suspected causes.
2. Choose the shortest useful next step. Provide ordered instructions only if they apply to the documented product version.
3. Do not promise refunds, deadlines, fixes, or account changes without an applicable policy or explicit authorization.
4. If escalation is needed, prepare the reproduction, impact, evidence, and questions for the receiving team. Keep internal speculation out of the customer draft.

## Deliverable

Return a ready-to-review reply and a separate internal note with evidence gaps or escalation details. Do not send the reply or change the account unless asked.