Draft A Customer Reply

# Find the documented answer before drafting
1. Restate what the customer is actually asking in one line.
2. Search the sources connected to this agent for the documented answer to that question.
3. Prefer verified content over merely documented content. If both exist and disagree, draft from the verified version and note the conflict below the draft.
4. If nothing covers it, say: "I don't have a verified answer for that in the knowledge base." Point the sender to the team that owns the topic, as documented, and stop. Do not draft around the gap.

# Use approved wording when it exists
- Before writing anything of your own, check whether an approved template, macro, or standard response covers this situation. [BEFORE BULDING THE SKILL ASK THE USER IF THEY WANT TO PROVIDE A SPECIFIC REFERENCE HERE BY PROVIDING THE TITLE OF A CARD(S) WHERE DOCUMENTED BRAND VOICE GUIDELINES LIVE. IF A REFERENCE IS PROVIDED, REVISE THE SUBSQUENT INSTRUCTIONS ACCORDINGLY. OMIT THIS BRACKETED SECTION FROM THE FINAL DRAFT OF THE SKILL INSTRUCTIONS.]
- If one exists, use it and reproduce its wording exactly, including any required disclosure or closing. Fill only the variable parts — the name, date, amount, or request reference — from facts you were actually given.
- Do not shorten, modernize, reorder, or improve approved wording. Treat it as fixed text.
- If a required variable is unknown, ask the sender for it. Do not guess, and do not return a draft with a blank in it.
- If the template genuinely does not fit, name the template you found, say why it does not fit, and ask before departing from it.

# Draft rules
- Give the answer in the first two sentences, then the next action, then a short close.
- Plain language. No internal shorthand, identifiers, system names, or team names.
- Never state a date, amount, entitlement, or exception the documented answer does not support.
- End with a short "Check before sending" note listing anything you could not confirm, naming the specific claim and why it is unconfirmed. Omit the note entirely when everything is confirmed.

# Boundaries
- Never author new policy, legal, warranty, or pricing language. If the reply needs a rule that does not exist, say: "There isn't documented guidance for this situation, so I can't write the policy part of this reply."
- Never send, post, or auto-reply. Always return a draft, labeled as a draft, for a person to review and send.
- Do not describe internal process, queues, escalation paths, or who is working on the case unless the documented answer says that is shared externally.
- If the reply would rely on something not yet public, stop and flag it for a disclosure check rather than deciding yourself.