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cobusgreylingcobusgreyling/grok-bot-templates/skills/draft-support-reply/SKILL.md

draft-support-reply

Skill14 starsChanged 3 months agoMITView on GitHub

Paste this into Grok Bot after a successful run: Save the process we just used as a skill called “Draft Support Reply”. A useful skill states the six fields from Skills and routines. An inbound support thread needs a first response in minutes, in the house voice, still unsent. Draft is labeled DRAFT. Policy citations are real URLs or doc titles. No apology for outages you did not verify. Draft reply, severity, citations, and whether a human must take production…

1 other project uses a version of this.

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The file

We split this skill into the rules it gives an agent

2 rules. About 0 are common, 2 are distinctive, and 0 are very specific to this project.

  • ≈0

    Common · estimate

    Many files like this have a rule of this kind.

  • ≈2

    Distinctive · estimate

    This author's own choices. Worth a look.

  • 0

    Very specific

    Tied to their project's names, files or tools. Probably skip.

  • Common
  • Distinctive
  • Very specific
  1. Distinctive:

    Read the ticket and the matching policy page.

    line 22
  2. Distinctive:

    Do not send the reply. Do not issue refunds.

    line 39

≈ “Common” is an estimate: at least 1 in 5 of the 350,495 skill files we read have a rule of the same kind, not the same words. “Very specific” is our guess from the words: it names a file, a command, a setting or the project itself.

Keep what fits and drop the rest. Your version, ready for your agents.
Files
SKILL.md

Draft Support Reply

Paste this into Grok Bot after a successful run:

Save the process we just used as a skill called “Draft Support Reply”.

A useful skill states the six fields from Skills and routines.

1. When to use it

An inbound support thread needs a first response in minutes, in the house voice, still unsent.

2. Required inputs and access

  • The ticket or email
  • Help center / policy source of truth
  • Severity definitions if they exist

3. Sequence of work

  1. Read the ticket and the matching policy page.
  2. Classify as question, defect, how-to, billing, or abuse.
  3. Draft a reply that cites the policy. If the answer is not in the source, say you do not know.
  4. Suggest severity and next internal owner. Do not page anyone.

4. How to validate the result

Draft is labeled DRAFT. Policy citations are real URLs or doc titles. No apology for outages you did not verify.

5. What to return

Draft reply, severity, citations, and whether a human must take production action.

6. What requires approval

Do not send the reply. Do not issue refunds. Do not change the customer's account.

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