local-customer-email-reply
This skill reviews incoming customer emails and drafts compliant support responses by cross-referencing local policy documents, FAQ files, or procedural guidelines. Use it when support teams need to generate consistent, policy-aligned replies to customer complaints, billing inquiries, refund requests, or general queries while automatically flagging cases requiring human escalation.
git clone --depth 1 https://github.com/Prompthon-IO/agent-systems-handbook /tmp/local-customer-email-reply && cp -r /tmp/local-customer-email-reply/zh-Hans/case-studies/examples/customer-support-email-agent-starter/skill ~/.claude/skills/local-customer-email-replySKILL.md
# 本地客户邮件回复 当用户希望智能体审阅客户邮件，并根据本地文档路径（例如 `/Users/example/support-policy.md`）起草回复时，请使用此技能。 ## 必填输入 - `EMAIL_PATH`: 包含来信客户消息的本地 `.txt`、`.md`、`.json` 或 `.eml` 文件 - `POLICY_PATH`: 包含支持政策、FAQ、退款规则或升级处理指引的本地 `.md`、`.txt` 或其他可读文本文件 - 可选 `DRAFT_PATH`: 应写入回复草稿的本地路径 ## 工作流 1. 从 `EMAIL_PATH` 读取来信。 2. 从 `POLICY_PATH` 读取依据文档。 3. 提取客户姓名、问题、期望结果、订单或账户标识符、紧急程度和情绪。 4. 将消息归类为以下之一： - `complaint` - `query` - `refund_request` - `billing_issue` - `handoff_required` 5. 仅依据本地文档起草回复。 6. 如果请求的操作不受文档支持，不要臆造政策。将案例标记为 `handoff_required`。 7. 返回： - `summary` - `classification` - `policy_evidence` - `reply_subject` - `reply_body` - `needs_human_review` ## 保护措施 - 除非本地文档明确允许，否则绝不要承诺退款、积分、替换或法律结果。 - 绝不要暴露内部备注或隐藏推理过程。 - 保持回复简短、平静，并面向客户。 - 对辱骂、安全、拒付、监管、隐私或删除相关案例进行升级处理，交由人工审核。 - 将缺失或薄弱的政策依据视为需要转交处理的案例。
用 connector-first、最少 token 的方式审阅 Gmail 客户支持线程。适用于 Codex 需要通过 Codex Gmail connector 读取 Gmail、把清洗后的消息导入本地 SQLite 问题队列、先执行确定性的清洗和分类、只把模型调用保留给 JSON-only 的消息理解和草稿字段生成，并支持 dashboard 审阅、客户审批与排队回复处理的时候。
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