{ "schema": "aiblocks-page/1", "id": "customer-inbox-triage-and-reply-drafter", "type": "agent", "name": "Customer inbox reply drafter", "summary": "Sort customer emails by urgency. Get policy-based reply drafts, fact checks and clear reasons to hold a reply.", "headline": "Customer inbox reply drafter", "subhead": "Share full email threads, your support policy and any order facts. It ranks the messages, checks the right sources and drafts replies that fit your rules. Sensitive complaints are held for a person to decide. You get a reply queue, facts to check and repeat issues worth turning into help pages.", "job": { "id": "help-customers", "name": "Help your customers" }, "level": "intermediate", "thinking": "medium", "tested": true, "updated": "2026-10-28", "first_published": "2026-10-21", "inputs": [ { "type": "voc_reviews", "required": true, "label": "Voc reviews", "what": "customer words from reviews, tickets, surveys or calls, with source and date" }, { "type": "document", "required": true, "label": "Document", "what": "a finished document, such as a Word file, a PDF or a page of notes" }, { "type": "tool_connection", "required": false, "label": "Tool connection", "what": "an AI connected to an outside tool or service, such as an MCP server" }, { "type": "brand_brain", "required": false, "label": "Brand brain", "what": "the brand's facts, voice, products, offers (with effective dates), claims register, personas and look" }, { "type": "policy", "required": false, "label": "Policy", "what": "a written policy or set of rules, such as a returns policy, a privacy policy or a staff handbook section, with the date it starts" } ], "outputs": [ { "type": "spreadsheet", "required": true, "label": "Spreadsheet", "what": "a spreadsheet with its data, formulas and charts" }, { "type": "copy_draft", "required": true, "label": "Copy draft", "what": "a draft of any copy (ad, page, email or script) that a check or edit pass works on" }, { "type": "plan", "required": true, "label": "Plan", "what": "a dated plan: what to do, in what order, with a decision rule for each step" } ], "you_give": [ "The new customer emails, pasted or forwarded, with the full thread", "Your returns, refund and shipping policies, the first time", "Order details, or access to your store, if you want order replies checked (optional)", "A few replies you wrote and liked, for your voice (optional)" ], "you_get": [ "A ranked list of emails with a priority for each", "A draft reply beside each, with a check result", "A short list of emails to decide first, with the open question", "What to look up before you send, per email", "A draft help article for any question asked three or more times" ], "use_when": [ "Your inbox has more customer emails than you can answer in the order they arrived.", "You answer the same questions again and again.", "You want drafts that match your policy, with the risky emails flagged first." ], "skip_when": [ "You only want to sort emails by type once: use the Support ticket sorter on its own.", "Your emails come from wholesale or B2B buyers with custom terms: answer those yourself or with a person who knows the deal.", "A customer mentions injury, a lawsuit or a regulator: talk to a qualified person before you reply." ], "output_sample": { "input": [ "The new customer emails, with the full thread", "Your returns, refund and shipping policies (the first time)", "Order details or store access (optional)", "A few replies you wrote and liked (optional)" ], "prerequisites": [ "An AI that can save and read files, to keep the inbox folder and log between days", "Your brand brain from the Brand profile builder (optional)" ], "output": [ { "name": "The inbox in one line", "contains": "How many emails came in, how many are urgent and how many need your decision first." }, { "name": "Decide first", "contains": "Emails about harm, legal action, disputes or refunds over policy, each with the open question." }, { "name": "Ranked list", "contains": "Each email with its priority, type, one-line summary, draft reply and check result." }, { "name": "Things to look up", "contains": "Order or account facts the agent could not check, listed per email." }, { "name": "Repeated questions", "contains": "Questions asked three or more times in 30 days, each with a draft help article." }, { "name": "Files and missing", "contains": "Each step's saved file and every MISSING line in one list." } ] }, "output_shape": "THE INBOX\n emails | urgent | to decide first\n\nDECIDE FIRST\n | | open question: \n\nRANKED LIST\n 1. P | | | \n Draft: \n Check: | look up: \n\nREPEATED QUESTIONS\n | asked times | draft help article attached\n\nFILES AND MISSING\n | MISSING: ", "how_to_use": [ "Start a chat with the agent. In Claude Code, add it as a skill or save it in .claude/agents, then ask it to clear this morning's inbox.", "The first time, give it your policies and a few of your own replies. It saves them.", "Paste or forward the new emails. If your inbox or store is connected, tell it which to read.", "Read the decide-first list, then the ranked list. Edit and send the replies you agree with yourself.", "Run it again tomorrow. It reads the log it saved, so it knows what you approved and which questions repeat. In a plain chat with no saved files, paste the log back in." ], "checks": [ "Every email has a priority and a draft, or a clear reason it has none.", "No draft promises a refund, date or outcome your policy does not allow.", "Replies to upset customers were checked and the rounds stopped at two.", "Emails about harm, the law or disputes are at the top with no argued reply.", "Nothing was sent, refunded, closed or published." ], "steps": [ { "position": 1, "id": "support-ticket-sorter", "name": "Support ticket sorter", "summary": "Sort support tickets by type and severity, route each to a team, and get a first reply drafted. Paste a batch and see urgent cases first.", "url": "https://useaiblocks.com/skills/support-ticket-sorter" }, { "position": 2, "id": "support-inbox-priority-sorter", "name": "Support inbox priority sorter", "summary": "Sort a support ticket by category and P1 to P4 priority. Get the team to route it to, any duplicate and a first reply to edit.", "url": "https://useaiblocks.com/skills/support-inbox-priority-sorter" }, { "position": 3, "id": "customer-reply-and-order-checker", "name": "Customer reply and order checker", "summary": "Forward a customer email. Get a reply based on checked order facts. Refunds wait for your approval.", "url": "https://useaiblocks.com/skills/customer-reply-and-order-checker" }, { "position": 4, "id": "customer-question-researcher", "name": "Customer question researcher", "summary": "Get a sourced answer to a customer question, with how sure it is. It searches your docs, past tickets and chats and names each source.", "url": "https://useaiblocks.com/skills/customer-question-researcher" }, { "position": 5, "id": "customer-reply-drafter", "name": "Customer reply drafter", "summary": "Draft a customer reply in the right tone for a hard message. Describe the situation and get the draft plus notes on what to check before you send.", "url": "https://useaiblocks.com/skills/customer-reply-drafter" }, { "position": 6, "id": "angry-customer-reply-checker", "name": "Angry customer reply checker", "summary": "Paste the complaint and your draft reply. Get promises, facts and tone checked, plus a repaired draft.", "url": "https://useaiblocks.com/skills/angry-customer-reply-checker" }, { "position": 7, "id": "chargeback-evidence-gatherer", "name": "Chargeback evidence gatherer", "summary": "Get a Shopify chargeback evidence checklist for your dispute reason: what proof to collect, where to find it, and whether to accept instead.", "url": "https://useaiblocks.com/skills/chargeback-evidence-gatherer" }, { "position": 8, "id": "solved-ticket-help-page-writer", "name": "Support ticket help article writer", "summary": "Turn a solved support ticket into a help article customers can follow. Get steps, what they should see, and a fix for common problems.", "url": "https://useaiblocks.com/skills/solved-ticket-help-page-writer" } ], "next": [ { "name": "Customer reply promise checker", "url": "https://useaiblocks.com/prompts/complaint-reply-promise-checker", "why": "Customer reply promise checker" } ], "source": null, "credits": [], "files": [], "links": { "page": "https://useaiblocks.com/agents/customer-inbox-triage-and-reply-drafter", "markdown": "https://useaiblocks.com/agents/customer-inbox-triage-and-reply-drafter.md", "json": "https://useaiblocks.com/agents/customer-inbox-triage-and-reply-drafter.json", "instructions": "https://useaiblocks.com/skills/customer-inbox-triage-and-reply-drafter/SKILL.md", "api_item": "https://useaiblocks.com/api/v1/items/customer-inbox-triage-and-reply-drafter", "api_document": "https://useaiblocks.com/api/v1/documents/agent/customer-inbox-triage-and-reply-drafter", "mcp": "https://useaiblocks.com/mcp" } }