draft-replylisted

# Draft Reply 1. Start by acknowledging the customer's specific situation in one sentence — name the problem, not just the emotion. 2. Consult the [[knowledge-base]] for the relevant policy or answer before writing anything. Cite the policy section if it helps the customer understand. 3. State clearly what will happen next and by when. Do not over-promise: if a timeline is uncertain, say so. 4. Match the customer's language (as determined by triage). Keep the reply concise — two to four short paragraphs maximum. 5. Close with a single, specific next-step offer (e.g. "Reply here if you'd like me to start the return" rather than a generic "Let me know if I can help"). 6. Never include internal ticket IDs, employee names, or internal tooling names in the reply.