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Get Started Free →support-reply-format
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.
8 of 13 test cases passed with the skill.
Tokens, turns and time describe resource use, not a dollar price.
Lift withheld: the two benchmark arms were not comparable.
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A widely-taught convention for the message a support agent sends back to a customer. Base models default to a warm but shapeless paragraph — empathy up front, the actual answer and the next action buried mid-paragraph or dropped entirely. This structure front-loads what the customer needs and always ends with a concrete next step tied to a timeframe.
Write every customer reply in these four moves, in this order.
The first sentence names the exact problem the customer raised, in their terms — the order that didn't arrive, the charge they didn't expect, the feature that errored.
Say what is true now — what you did, what you found, or the direct answer to their question — in plain terms, early, before any explanation.
Tell the customer exactly what happens next and when — a timeframe, a date, or a clear expectation. This is the move base models most often drop.
test cases passed with the skill
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