{"id":44403,"plugin_id":"plugin_asdk_app_6a9b2ca24f4481918d44163552d6b2f1","kind":"skill","collection_source":"plugin_package","comparison_source":null,"observed_at":"2026-10-24T13:16:30.481Z","digest":"6d48039a827f8a98153fda5660f1aaa944eb974d33e4da75dcfbba29aa56fbae","against":null,"payload":{"description":"Draft a reply to a customer's support ticket, email or chat that follows the company's own policies, tone and past answers. Use when the user wants help answering a specific customer or ticket, including an upset customer's message, in any language. Do not use for general advice on customer service, or a generic template with no company specifics.","included_files":[],"name":"reply-to-a-customer","skill_md_contents":"---\nname: reply-to-a-customer\ndescription: \"Draft a reply to a customer's support ticket, email or chat that follows the company's own policies, tone and past answers. Use when the user wants help answering a specific customer or ticket, including an upset customer's message, in any language. Do not use for general advice on customer service, or a generic template with no company specifics.\"\n---\n\n# Reply to a customer\n\nThe outcome: a reply the user can send, that is right for this company, not a generic one.\n\n1. Get what eesel needs: the ticket number or the customer's message, and anything the user wants to say or avoid. If the user pasted the message here, include it.\n2. Ask eesel through `chat` to draft the reply. If the ticket is in the connected helpdesk, eesel can read the whole thread and the customer's history itself, and can leave the draft on the ticket.\n3. Show the draft as eesel wrote it, and where it put it (on the ticket, or only here).\n4. If the user wants it changed, pass the change back to eesel in the same conversation. If the change is something eesel should always do, offer to make it stick (fix-a-wrong-ai-answer).\n5. Don't send anything to the customer unless the user asks. If eesel prepares the send as an action waiting for approval, the user decides it.\n\n## Working with eesel\n\n- eesel is the company's AI teammate. It works from the company's connected helpdesk, help center, docs and past tickets, so its answers follow this company's policies and tone, not general best practice.\n- Ask it through `chat`, in the user's words, with every specific they gave. Relay its reply faithfully: don't rewrite it into your own answer or add facts it didn't give.\n- Pass the reply's `task_id` back on follow-ups about the same thing. If a reply says eesel is still working, tell the user it is on it, and collect the result with `chat` and only that `task_id` when they ask. Don't poll in a loop. If it is still working after three collection attempts, call `status`: if the trial has ended or credit has run out, tell the user that is why.\n- If a reply says an action is waiting for approval, show the user what it would do. Call `decide_approval` only on the user's clear yes. A clear \"approve all\" covers only the actions they have just been shown.\n- If eesel has no helpdesk or knowledge connected yet, use set-up-ai-support first.\n- Never ask the user to paste passwords or API keys into this conversation.\n"},"changes":[],"summary":"First saved snapshot. No earlier version is available for comparison.","summary_kind":"deterministic","summary_metadata":{}}