Support Response Drafter
Draft professional customer-facing responses tailored to ticket context and tone
Writing thoughtful, empathetic support responses from scratch for every ticket takes 10-15 minutes each — and your queue has 50 tickets waiting. This playbook drafts professional customer-facing responses tailored to ticket context, customer sentiment, and your brand voice.
Who it's for: support agents handling high ticket volumes who need quality response drafts quickly, customer success managers crafting sensitive responses for at-risk or VIP accounts, support team leads building response template libraries for common ticket types, new support hires learning to write professional customer communications, outsourced support teams maintaining consistent brand voice across agents
Example
"Draft a response to this frustrated customer whose order arrived damaged" → Response drafter pipeline: sentiment analysis of customer message to calibrate empathy level, context extraction from ticket history and order details, professional response draft with acknowledgment, apology, and resolution steps, tone adjustment matching brand voice guidelines, and alternative response versions (concise vs detailed) for agent selection
CLAUDE.md Template
New here? 3-minute setup guide → | Already set up? Copy the template below.
npx ccplaybooks add support-response-drafter# Support Response Drafter
Draft a professional, customer-facing response tailored to the situation, customer relationship, and communication context.
## Usage
Provide context about the customer question, issue, or request.
Examples:
- "Acme Corp is asking when the new dashboard feature will ship"
- "Customer escalation -- their integration has been down for 2 days"
- "Responding to a feature request we won't be building"Get new playbooks like this one
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What This Does
This playbook helps support teams draft professional, customer-facing responses tailored to the situation, relationship stage, and communication channel. It handles everything from routine product questions to escalations, outage notifications, and delivering bad news -- producing ready-to-send drafts with internal notes about tone rationale, things to verify, and follow-up actions.
Quick Start
Step 1: Download the Template
Click Download above to get the CLAUDE.md file.
Step 2: Set Up Your Project
Create a project folder and place the template inside:
support-drafting/
CLAUDE.md
Step 3: Start Working
claude
Say: "Draft a response: Customer escalation -- their integration has been down for 2 days"
What Gets Generated
Every draft includes:
- Customer-facing response -- Tailored to the right tone, length, and stakeholder level
- Internal notes -- Rationale for approach, facts to verify, risk factors, follow-up actions, and escalation guidance
Tone Matching
The assistant automatically selects the right tone based on the situation:
| Situation | Tone |
|---|---|
| Good news / wins | Celebratory, enthusiastic |
| Routine update | Professional, friendly |
| Technical response | Precise, patient |
| Delayed delivery | Accountable, action-oriented |
| Bad news | Candid, empathetic |
| Issue / outage | Urgent, transparent |
| Escalation | Composed, ownership-taking |
| Billing / account | Factual, resolution-focused |
Core Principles
- Lead with empathy -- Acknowledge the customer's situation before jumping to solutions
- Be direct -- Get to the point. Bottom-line-up-front.
- Be honest -- Never overpromise, never mislead, never hide bad news in jargon
- Be specific -- Use concrete details, timelines, and names
- Own it -- "We" not "the system" or "the process"
- Close the loop -- Every response includes clear next steps
Built-in Templates
The playbook includes ready-to-customize templates for:
- Bug report acknowledgments
- Billing and account issue responses
- Feature request declines
- Outage and incident communications
- Follow-up messages after silence
Example Prompts
"Draft a response: Acme Corp is asking when the new dashboard feature will ship."
"Customer escalation -- their integration has been down for 2 days. Draft an empathetic response."
"We need to tell a customer we won't be building their feature request. Draft the response."
"Customer hit a billing error and wants a resolution ASAP."
"Draft a follow-up for a customer who hasn't responded in a week."