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Customer replies tailored to the situation v1.0.0

Use this resource to reply to a customer in a delicate situation

New

  • 437 downloads
  • 150 likes
  • 106 saves

$4.99

Lifetime access to this resource, with its updates.

Install with the CLI

In a terminal, from the folder you want:

npx --yes palatekit@latest install customer-response-drafter

With no option, the skill goes to ~/.agents/skills/; add --agent claude-code (or codex, cursor…) to target an agent.

First time: connect the CLI with

npx --yes palatekit@latest login

The agent analyzes the situation, relationship and channel, then drafts a structured reply: acknowledgment, core message, next steps, closing. It adds internal notes (risks, items to verify, escalation) and checks the tone before offering variants. Templates cover bug reports, billing, declined feature requests, incidents and follow-ups.

Mostly picked by

Updated November 2, 2026

Customer reply draft with tone, channel and internal notes.

Details

Works in
Install guides
Generates with
Your agent's model
Licence
Apache-2.0

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What you get

  • SKILL.md: method, tone rules, reply templates and escalation guide

Good fit for

  • You must announce a delay or a refusal without upsetting the customer
  • You answer a billing dispute or an incident
  • You want a consistent tone across support replies

Not for

  • Automating bulk reply sending
  • Handling refunds or payments
  • Writing marketing copy or newsletters

Tags

  • customer support
  • reply
  • email
  • escalation
  • tone

About

You say

"A business customer complains about a two-week delivery delay, draft a candid reply and offer a fix."

Customer reply draft with tone, channel and internal notes.

Skill published by Anthropic under the Apache-2.0 license.

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Prerequisites

You bring
The customer's message or a description of the situation and The facts and commitments you can honor

How to use it

  1. Describe the situation and the customer
  2. Review the draft and internal notes
  3. Ask for a tone or length adjustment, then send

Content preview

Files

  • LICENSE11.5 KB
  • NOTICE-PALATEKIT.md0.4 KB
  • SKILL.md14.6 KB

Origin and licence

Modified by PalateKit

Author
Anthropic
Source
github.com/anthropics/knowledge-work-plugins/tree/2574e29377c7173d0cecffef29a6ecbd7f8ccb5d/customer-support/skills/draft-response
Licence
Apache-2.0

Notice

Version modifiée de « draft-response » (Anthropic, Apache-2.0) : traduction française et fiche par PalateKit.

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Frequently asked questions

Do I need to connect email, CRM or a support desk?

No. They add context if connected, but you can paste the customer message and describe the context by hand.

The file points to CONNECTORS.md, is it required?

No, it is only a note about tool placeholders; the method works without it.