Communication
Meeting notes to action items
Turn a meeting transcript or rough notes into decisions, owned actions with dates, and open questions, and nothing else.
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Communication · For your bots
Customer reply
Draft a reply to a customer that answers what they actually asked, in their register, with the next step clear. Left unsent for review.
In Lobstack: Skills › Library › Add
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A customer has written in — a question, a complaint, a request — and a reply needs drafting.
What your bot will do
- 01
Read the whole thread and what it points at: earlier tickets, their plan, the order in question. The real question is often not the first sentence.
- 02
Check every fact before you state it — the order, the docs, the policy. If you cannot confirm something, say you will find out.
- 03
Shape it:
- The first line answers the question, or names the problem in their words.
- Then the answer or fix, with exact steps if they have to do something.
- Then the next step, and when they will hear back.
- 04
Match their register. Short and plain for a short message; no stock phrases like "we apologise for any inconvenience".
- 05
If they are upset, acknowledge the specific failure once. Do not grovel and do not argue.
- 06
Never promise a refund, credit, discount, date or feature. Flag it for a person instead: "needs approval: 20% credit".
- 07
Leave it as a draft, with anything you were unsure of listed above it. Sending is a person's call.
Most replies are under 120 words. Longer ones get skimmed.
The file
---name: customer-replydescription: "Draft a reply to a customer that answers what they actually asked, in their register, with the next step clear. Left unsent for review."metadata: title: "Customer reply" category: communication tags: [support, email]--- ## When to use this A customer has written in -- a question, a complaint, a request -- and a replyneeds drafting. ## How 1. Read the whole thread and what it points at: earlier tickets, their plan, the order in question. The real question is often not the first sentence.2. Check every fact before you state it -- the order, the docs, the policy. If you cannot confirm something, say you will find out.3. Shape it: - The first line answers the question, or names the problem in their words. - Then the answer or fix, with exact steps if they have to do something. - Then the next step, and when they will hear back.4. Match their register. Short and plain for a short message; no stock phrases like "we apologise for any inconvenience".5. If they are upset, acknowledge the specific failure once. Do not grovel and do not argue.6. Never promise a refund, credit, discount, date or feature. Flag it for a person instead: "needs approval: 20% credit".7. Leave it as a draft, with anything you were unsure of listed above it. Sending is a person's call. Most replies are under 120 words. Longer ones get skimmed.