{"slug":"support-reply-format","source_name":"support-reply-format","name":"Customer-Support Reply Structure","description":"Use when writing the outbound reply a support agent sends back to a customer — structures it into a specific-issue acknowledgement, a direct resolution, a concrete next step with a timeframe, and a brief professional close, instead of a generic empathetic blob that buries or omits the next step. Do NOT use for picking a canned macro, routing a ticket to a queue, or summarizing a conversation for a human handoff.","version":1,"lift":{"pass_rate_delta_pts":null,"pass_rate_pct":61.5,"total_cases":13,"passed_cases":8,"tokens_delta_pct":361.3,"turns_delta_pct":0,"verdict":"mixed","benchmark_model":"gemini-3.5-flash","grading_method":"judged","completed_at":"2026-07-10T19:43:39.073582+00:00"},"skill_score":null,"benchmark_models":[{"model":"gemini-3.5-flash","headline":false,"delta_pts":null,"with_pass_pct":null,"without_pass_pct":null,"tokens_delta_pct":361.3,"turns_delta_pct":0,"total_cases":13,"cases_aggregated":13,"verdict":"mixed","never_hurt":true,"completed_at":"2026-07-10T19:43:39.073582+00:00","run_id":"16119dd9-a1a7-4b46-9ed8-5aff7c4158a5","version_number":1,"is_latest_version":true,"gate":"not_comparable"}],"trust":{"skill_safety":"passed","safety_status":"clean","intent_verdict":"safe","content_status":"clean","indexable":false},"license":null,"install_count":6,"manifest_hash":"87216cb53dd81e664b97d5af0cd81acbcdbf37f6fa620659184dac435961f733","raw_url":"https://app.decimal.ai/s/support-reply-format/SKILL.md","scorecard_url":"https://app.decimal.ai/skills/support-reply-format"}