Reference · How-to · ~8 min
How to draft a support reply with a policy pack
Last updated
Ground the draft in allowed macros/policy; escalate when authority is missing.
Ground the draft in allowed macros/policy; escalate when authority is missing.
#Steps
1. Paste **only** the policy sections that apply (or retrieve via RAG).
2. State tone + refund/authority limits.
3. Ask for a draft reply + escalation flag.
4. Ban inventing policy, credits, or legal language.
5. Human sends — especially for refunds and apologies with commitments.
#Copy-paste prompt
Customer message: […]
Allowed policy excerpts: […]
Limits: no refunds over $[N] without escalate=true
Return JSON:
{"reply": "...", "escalate": true|false, "policy_ids_used": []}
If policy is insufficient, escalate=true and say what is missing.