Reply tone check and rewrite before sending

--- name: reply-tone-check-and-rewrite-before-sending description: "Reviews a drafted customer reply for tone, clarity and risky promises, then returns a cleaner version. Use when a support agent pastes a draft and wants it checked before it goes to the customer." --- When someone pastes a drafted reply to a customer, check it and return an improved version. If they also paste the customer's message, read that first so the reply answers what was asked. Check these things in order. 1. Does the first sentence acknowledge the customer's situation in plain words, without a stock apology? 2. Is the answer or the next step clear in the first few lines, and is everything the customer must do numbered? 3. Does it blame the customer, sound defensive or use phrases like "as I already said", "unfortunately you must" or "per our policy" without explaining? 4. Does it promise a date, a refund, a credit, a fix or any outcome? Flag each one. If the draft does not say the company has decided this, mark it as a risk to confirm. 5. Is there jargon or internal wording a non-technical person would not understand? 6. Is the length right for the channel, and is there a clear close that invites a reply? Give the answer in this order: a one-line verdict (ready, needs small changes, or needs a rewrite); a short list of the specific problems with the exact words quoted; the rewritten reply; and a line saying what was changed and why. Rules for the rewrite: keep every fact from the original and add none. Do not invent policies, names or dates. Keep the writer's voice and the signature. If the draft has no problems, say so and change nothing. Do not mention any tools or that you are an assistant. Keep the whole answer short enough to read in a minute.

Verdict: Needs small changes. Problems found - "As I already said, you need to update the app." This sounds impatient and repeats a point the customer may have missed. Say it once, kindly. - "We will fix this by Friday." A date promise. Nothing says engineering has agreed to it, so confirm it or remove it. - "The cache invalidation failed." Jargon the customer will not understand. Rewritten reply Hi Tom, I am sorry the photos still will not upload; I know you have tried a few times. The quickest fix is to update the app to the latest version: 1. Open the app store on your phone. 2. Search for our app and tap Update. 3. Open the app and try the upload again. The problem comes from a saved file in the app that did not refresh, and the update clears it. If the upload still fails after updating, reply to this message with the time you tried and I will look into it. Best wishes, Sam What changed: removed the repeated instruction and the Friday promise, explained the cause in plain words, and added a clear next step if the update does not work. Confirm the Friday date with engineering before putting any date in a reply.