draft-response

Compare original and translation side by side

🇺🇸

Original

English

🇨🇳

Translation

Chinese

/draft-response

If you see unfamiliar placeholders or need to check which tools are connected, see CONNECTORS.md.

Draft a professional, customer-facing response tailored to the situation, customer relationship, and communication context.

如果您看到不熟悉的占位符或需要查看已连接的工具，请参阅CONNECTORS.md。

根据具体场景、客户关系和沟通语境，起草专业的面向客户的回复。

Usage

使用方法

/draft-response <context about the customer question, issue, or request>

Examples:

/draft-response Acme Corp is asking when the new dashboard feature will ship

/draft-response Customer escalation — their integration has been down for 2 days

/draft-response Responding to a feature request we won't be building

/draft-response Customer hit a billing error and wants a resolution ASAP

/draft-response <客户问题、问题或请求的相关背景>

示例：

/draft-response Acme Corp询问新仪表板功能的上线时间

/draft-response 客户问题升级——他们的集成服务已中断2天

/draft-response 回复我们不会开发的功能请求

/draft-response 客户遇到账单错误，希望尽快解决

Workflow

工作流程

1. Understand the Context

1. 理解语境

Parse the user's input to determine:

Customer: Who is the communication for? Look up account context if available.
Situation type: Question, issue, escalation, announcement, negotiation, bad news, good news, follow-up
Urgency: Is this time-sensitive? How long has the customer been waiting?
Channel: Email, support ticket, chat, or other (adjust formality accordingly)
Relationship stage: New customer, established, frustrated/escalated
Stakeholder level: End user, manager, executive, technical, business

解析用户输入以确定：

客户: 该沟通面向谁？如有可用信息，查询客户账户背景。
场景类型: 问题咨询、故障、升级通知、公告、协商、坏消息、好消息、跟进
紧急程度: 是否时间敏感？客户已等待多久？
沟通渠道: 邮件、支持工单、聊天或其他（据此调整正式程度）
关系阶段: 新客户、长期合作客户、不满/升级客户
利益相关者层级: 终端用户、经理、高管、技术人员、业务人员

2. Research Context

2. 调研背景信息

Gather relevant background from available sources:

~~email:

Previous correspondence with this customer on this topic
Any commitments or timelines previously shared
Tone and style of the existing thread

~~chat:

Internal discussions about this customer or topic
Any guidance from product, engineering, or leadership
Similar situations and how they were handled

~~CRM (if connected):

Account details and plan level
Contact information and key stakeholders
Previous escalations or sensitive issues

~~support platform (if connected):

Related tickets and their resolution
Known issues or workarounds
SLA status and response time commitments

~~knowledge base:

Official documentation or help articles to reference
Product roadmap information (if shareable)
Policy or process documentation

从可用来源收集相关背景：

~~邮件:

与该客户关于此话题的过往通信
此前做出的任何承诺或时间线
现有沟通线程的语气和风格

~~聊天:

内部关于该客户或话题的讨论
产品、工程或领导层给出的任何指导
类似场景及其处理方式

~~CRM（若已连接）:

账户详情和套餐级别
联系信息和关键利益相关者
此前的升级问题或敏感事项

~~支持平台（若已连接）:

相关工单及其解决方案
已知问题或替代方案
SLA状态和响应时间承诺

~~知识库:

可参考的官方文档或帮助文章
产品路线图信息（如可对外分享）
政策或流程文档

3. Generate the Draft

3. 生成回复草稿

Produce a response tailored to the situation:

undefined

根据场景生成定制化回复：

undefined

Draft Response

回复草稿

To: [Customer contact name] Re: [Subject/topic] Channel: [Email / Ticket / Chat] Tone: [Empathetic / Professional / Technical / Celebratory / Candid]

[Draft response text]

收件人: [客户联系人姓名] 主题: [主题/话题] 渠道: [邮件 / 工单 / 聊天] 语气: [共情 / 专业 / 技术向 / 庆祝 / 坦诚]

[回复草稿文本]

Notes for You (internal — do not send)

给您的内部提示（请勿发送）

Why this approach: [Rationale for tone and content choices]
Things to verify: [Any facts or commitments to confirm before sending]
Risk factors: [Anything sensitive about this response]
Follow-up needed: [Actions to take after sending]
Escalation note: [If this should be reviewed by someone else first]

undefined

此方式的原因: [语气和内容选择的依据]
需要核实的事项: [发送前需确认的事实或承诺]
风险因素: [此回复中的任何敏感内容]
后续行动: [发送后需执行的操作]
升级提示: [是否需要先由他人审核]

undefined

4. Run Quality Checks

4. 运行质量检查

5. Offer Iterations

5. 提供迭代优化

After presenting the draft:

"Want me to adjust the tone? (more formal, more casual, more empathetic, more direct)"
"Should I add or remove any specific points?"
"Want me to make this shorter/longer?"
"Should I draft a version for a different stakeholder?"
"Want me to draft the internal escalation note as well?"
"Should I prepare a follow-up message to send after [X days] if no response?"

展示草稿后：

“需要我调整语气吗？（更正式、更随意、更共情、更直接）”
“是否需要添加或删除特定要点？”
“需要我缩短/加长内容吗？”
“需要我为不同的利益相关者起草版本吗？”
“需要我同时起草内部升级说明吗？”
“需要我准备一份在[X天后]未收到回复时发送的跟进消息吗？”

Customer Communication Best Practices

客户沟通最佳实践

Core Principles

核心原则

Lead with empathy: Acknowledge the customer's situation before jumping to solutions
Be direct: Get to the point — customers are busy. Bottom-line-up-front.
Be honest: Never overpromise, never mislead, never hide bad news in jargon
Be specific: Use concrete details, timelines, and names — avoid vague language
Own it: Take responsibility when appropriate. "We" not "the system" or "the process"
Close the loop: Every response should have a clear next step or call to action
Match their energy: If they're frustrated, be empathetic first. If they're excited, be enthusiastic.

以共情开篇: 在提供解决方案前，先认可客户的处境
直截了当: 直奔主题——客户时间宝贵，重要信息前置
保持诚实: 绝不过度承诺，绝不误导，绝不用行话掩盖坏消息
具体明确: 使用具体细节、时间线和名称——避免模糊表述
主动担责: 适当情况下承担责任。用“我们”而非“系统”或“流程”
闭环沟通: 每一次回复都应有清晰的后续步骤或行动号召
匹配客户情绪: 如果客户不满，先共情；如果客户兴奋，保持热情

Response Structure

回复结构

For most customer communications, follow this structure:

1. Acknowledgment / Context (1-2 sentences)
   - Acknowledge what they said, asked, or are experiencing
   - Show you understand their situation

2. Core Message (1-3 paragraphs)
   - Deliver the main information, answer, or update
   - Be specific and concrete
   - Include relevant details they need

3. Next Steps (1-3 bullets)
   - What YOU will do and by when
   - What THEY need to do (if anything)
   - When they'll hear from you next

4. Closing (1 sentence)
   - Warm but professional sign-off
   - Reinforce you're available if needed

对于大多数客户沟通，遵循以下结构：

1. 确认/背景（1-2句话）
   - 确认客户所说、所问或所经历的内容
   - 表明您理解他们的处境

2. 核心信息（1-3段）
   - 传递主要信息、答案或更新
   - 具体且明确
   - 包含客户需要的相关细节

3. 后续步骤（1-3个项目符号）
   - 您将执行的操作及时间
   - 客户需要执行的操作（如有）
   - 客户下次收到回复的时间

4. 结尾（1句话）
   - 亲切且专业的结束语
   - 强调您随时提供帮助

Length Guidelines

篇幅指南

Chat/IM: 1-4 sentences. Get to the point immediately.
Support ticket response: 1-3 short paragraphs. Structured and scannable.
Email: 3-5 paragraphs max. Respect their inbox.
Escalation response: As long as needed to be thorough, but well-structured with headers.
Executive communication: Shorter is better. 2-3 paragraphs max. Data-driven.

聊天/即时通讯: 1-4句话。立即直奔主题。
支持工单回复: 1-3短段落。结构清晰，便于快速浏览。
邮件: 最多3-5段。尊重客户收件箱空间。
升级问题回复: 需详尽但结构清晰，使用标题分隔内容。
高管沟通: 越短越好。最多2-3段。以数据为导向。

Tone and Style Guidelines

语气与风格指南

Tone Spectrum

语气范围

Situation	Tone	Characteristics
Good news / wins	Celebratory	Enthusiastic, warm, congratulatory, forward-looking
Routine update	Professional	Clear, concise, informative, friendly
Technical response	Precise	Accurate, detailed, structured, patient
Delayed delivery	Accountable	Honest, apologetic, action-oriented, specific
Bad news	Candid	Direct, empathetic, solution-oriented, respectful
Issue / outage	Urgent	Immediate, transparent, actionable, reassuring
Escalation	Executive	Composed, ownership-taking, plan-presenting, confident
Billing / account	Precise	Clear, factual, empathetic, resolution-focused

场景	语气	特点
好消息/成果	庆祝式	热情、亲切、祝贺、前瞻性
常规更新	专业	清晰、简洁、信息丰富、友好
技术向回复	精准	准确、详细、结构化、耐心
交付延迟	负责任	诚实、致歉、行动导向、具体
坏消息	坦诚	直接、共情、解决方案导向、尊重
问题/服务中断	紧急	即时、透明、可执行、令人安心
升级问题	高管级	沉稳、主动担责、提供明确计划、自信
账单/账户相关	精准	清晰、事实性、共情、以解决问题为核心

Tone Adjustments by Relationship Stage

根据客户关系阶段调整语气

New Customer (0-3 months):

More formal and professional
Extra context and explanation (don't assume knowledge)
Proactively offer help and resources
Build trust through reliability and responsiveness

Established Customer (3+ months):

Warm and collaborative
Can reference shared history and previous conversations
More direct and efficient communication
Show awareness of their goals and priorities

Frustrated or Escalated Customer:

Extra empathy and acknowledgment
Urgency in response times
Concrete action plans with specific commitments
Shorter feedback loops

新客户（0-3个月）:

更正式、专业
额外提供背景和说明（勿假设客户已有相关知识）
主动提供帮助和资源
通过可靠性和响应速度建立信任

长期合作客户（3个月以上）:

亲切且协作性强
可引用共同历史和过往对话
沟通更直接高效
体现对客户目标和优先级的了解

不满或升级客户:

额外共情和认可
响应及时
提供具体的行动计划和承诺
更短的反馈周期

Writing Style Rules

写作风格规则

DO:

Use active voice ("We'll investigate" not "This will be investigated")
Use "I" for personal commitments and "we" for team commitments
Name specific people when assigning actions ("Sarah from our engineering team will...")
Use the customer's terminology, not your internal jargon
Include specific dates and times, not relative terms ("by Friday January 24" not "in a few days")
Break up long responses with headers or bullet points

DON'T:

Use corporate jargon or buzzwords ("synergy", "leverage", "paradigm shift")
Deflect blame to other teams, systems, or processes
Use passive voice to avoid ownership ("Mistakes were made")
Include unnecessary caveats or hedging that undermines confidence
CC people unnecessarily — only include those who need to be in the conversation
Use exclamation marks excessively (one per email max, if any)

建议:

使用主动语态（“我们将展开调查”而非“此事将被调查”）
个人承诺用“我”，团队承诺用“我们”
分配任务时提及具体人员（“我们工程团队的Sarah将...”）
使用客户的术语，而非内部行话
使用具体日期和时间，而非相对表述（“1月24日周五前”而非“几天后”）
用标题或项目符号拆分长回复

避免:

使用企业行话或流行词（如“协同效应”、“杠杆作用”、“范式转移”）
将责任推给其他团队、系统或流程
用被动语态逃避责任（如“出现了错误”）
包含不必要的警告或含糊表述，削弱客户信心
不必要地抄送他人——仅包含需要参与的人员
过度使用感叹号（每封邮件最多一个，如有）

Situation-Specific Approaches

特定场景的回复方法

Answering a product question:

Lead with the direct answer
Provide relevant documentation links
Offer to connect them with the right resource if needed
If you don't know the answer: say so honestly, commit to finding out, give a timeline

Responding to an issue or bug:

Acknowledge the impact on their work
State what you know about the issue and its status
Provide workaround if available
Set expectations for resolution timeline
Commit to updates at regular intervals

Handling an escalation:

Acknowledge the severity and their frustration
Take ownership (no deflecting or excuse-making)
Provide a clear action plan with timeline
Identify the person accountable for resolution
Offer a meeting or call if appropriate for the severity

Delivering bad news (feature sunset, delay, can't-fix):

Be direct — don't bury the news
Explain the reasoning honestly
Acknowledge the impact on them specifically
Offer alternatives or mitigation
Provide a clear path forward

Sharing good news (feature launch, milestone, recognition):

Lead with the positive outcome
Connect it to their specific goals or use case
Suggest next steps to capitalize on the good news
Express genuine enthusiasm

Declining a request (feature request, discount, exception):

Acknowledge the request and its reasoning
Be honest about the decision
Explain the why without being dismissive
Offer alternatives when possible
Leave the door open for future conversation

回答产品问题:

直接给出答案
提供相关文档链接
必要时主动提出为客户对接合适的资源
若不知道答案：如实告知，承诺查明并给出时间线

响应问题或漏洞:

认可问题对客户工作的影响
说明您对问题及其状态的了解
提供替代方案（如有）
明确解决时间的预期
承诺定期更新

处理升级问题:

认可问题的严重性和客户的不满
主动担责（不推诿、不找借口）
提供清晰的行动计划和时间线
指定负责解决问题的人员
根据问题严重性，适当提议会议或电话沟通

传达坏消息（功能下线、延迟、无法修复）:

直接告知——勿隐瞒消息
诚实地解释原因
认可消息对客户的具体影响
提供替代方案或缓解措施
明确后续方向

分享好消息（功能上线、里程碑、认可）:

以积极成果开篇
将其与客户的具体目标或用例关联
建议客户利用好消息的后续步骤
表达真诚的热情

拒绝请求（功能请求、折扣、例外）:

认可请求及其合理性
诚实地告知决定
解释原因，避免轻视客户
尽可能提供替代方案
为未来沟通留有余地

Response Templates for Common Scenarios

常见场景的回复模板

Acknowledging a Bug Report

确认漏洞报告

Hi [Name],

Thank you for reporting this — I can see how [specific impact] would be
frustrating for your team.

I've confirmed the issue and escalated it to our engineering team as a
[priority level]. Here's what we know so far:
- [What's happening]
- [What's causing it, if known]
- [Workaround, if available]

I'll update you by [specific date/time] with a resolution timeline.
In the meantime, [workaround details if applicable].

Let me know if you have any questions or if this is impacting you in
other ways I should know about.

Best,
[Your name]

您好[姓名],

感谢您反馈此问题——我能理解[具体影响]会给您的团队带来困扰。

我已确认该问题，并将其作为[优先级级别]升级至我们的工程团队。目前我们了解到的情况如下：
- [问题表现]
- [已知的原因]
- [替代方案（如有）]

我会在[具体日期/时间]前向您更新解决时间线。
在此期间，[替代方案详情（如适用）]。

如果您有任何问题，或者该问题还在其他方面影响您，请告知我。

此致,
[您的姓名]

Acknowledging a Billing or Account Issue

确认账单或账户问题

Hi [Name],

Thank you for reaching out about this — I understand billing issues
need prompt attention, and I want to make sure this gets resolved
quickly.

I've looked into your account and here's what I'm seeing:
- [What happened — clear factual explanation]
- [Impact on their account — charges, access, etc.]

Here's what I'm doing to fix this:
- [Action 1 — with timeline]
- [Action 2 — if applicable]

[If resolution is immediate: "This has been corrected and you should
see the change reflected within [timeframe]."]
[If needs investigation: "I'm escalating this to our billing team
and will have an update for you by [specific date]."]

I'm sorry for the inconvenience. Let me know if you have any
questions about your account.

Best,
[Your name]

您好[姓名],

感谢您联系我们——我理解账单问题需要及时处理，我会确保尽快解决此事。

我已查看您的账户，目前了解到的情况：
- [发生的情况——清晰的事实性说明]
- [对您账户的影响——费用、权限等]

我将采取以下措施解决问题：
- [措施1——含时间线]
- [措施2（如适用）]

[若问题已解决：“此问题已修正，您将在[时间范围]内看到相关变更。”]
[若需调查：“我已将此问题升级至我们的账单团队，会在[具体日期]前给您更新。”]

对于此次不便，我深表歉意。如果您对账户有任何疑问，请随时告知。

此致,
[您的姓名]

Responding to a Feature Request You Won't Build

回复不会开发的功能请求

Hi [Name],

Thank you for sharing this request — I can see why [capability] would
be valuable for [their use case].

I discussed this with our product team, and this isn't something we're
planning to build in the near term. The primary reason is [honest,
respectful explanation — e.g., it serves a narrow use case, it conflicts
with our architecture direction, etc.].

That said, I want to make sure you can accomplish your goal. Here are
some alternatives:
- [Alternative approach 1]
- [Alternative approach 2]
- [Integration or workaround if applicable]

I've also documented your request in our feedback system, and if our
direction changes, I'll let you know.

Would any of these alternatives work for your team? Happy to dig
deeper into any of them.

Best,
[Your name]

您好[姓名],

感谢您提出此请求——我能理解[功能]对您的[使用场景]有价值。

我已与产品团队讨论过此事，我们近期暂无开发计划。主要原因是[诚实、尊重的解释——例如，仅服务于小众场景、与我们的架构方向冲突等]。

不过，我希望确保您能达成目标。以下是一些替代方案：
- [替代方案1]
- [替代方案2]
- [集成或替代方法（如适用）]

我也已将您的请求记录在我们的反馈系统中，若我们的方向有变化，我会及时通知您。

这些替代方案中有适合您团队的吗？我很乐意深入讲解其中任何一个。

此致,
[您的姓名]

Outage or Incident Communication

服务中断或事件沟通

Hi [Name],

I wanted to reach out directly to let you know about an issue affecting
[service/feature] that I know your team relies on.

**What happened:** [Clear, non-technical explanation]
**Impact:** [How it affects them specifically]
**Status:** [Current status — investigating / identified / fixing / resolved]
**ETA for resolution:** [Specific time if known, or "we'll update every X hours"]

[If applicable: "In the meantime, you can [workaround]."]

I'm personally tracking this and will update you as soon as we have a
resolution. You can also check [status page URL] for real-time updates.

I'm sorry for the disruption to your team's work. We take this seriously
and [what you're doing to prevent recurrence if known].

[Your name]

您好[姓名],

我想直接告知您，您团队依赖的[服务/功能]出现了问题。

**事件说明:** [清晰的非技术化解释]
**影响:** 对您团队的具体影响
**状态:** [当前状态——调查中 / 已定位 / 修复中 / 已解决]
**解决时间预期:** [已知的具体时间，或“我们每X小时更新一次”]

[如适用：“在此期间，您可以[替代方案]。”]

我会亲自跟踪此事，一旦解决会立即通知您。您也可以查看[状态页面URL]获取实时更新。

对于此次给您团队工作带来的干扰，我深表歉意。我们非常重视此事，并[已知的预防未来再次发生的措施]。

[您的姓名]

Following Up After Silence

无回复后的跟进

Hi [Name],

I wanted to check in — I sent over [what you sent] on [date] and
wanted to make sure it didn't get lost in the shuffle.

[Brief reminder of what you need from them or what you're offering]

If now isn't a good time, no worries — just let me know when would be
better, and I'm happy to reconnect then.

Best,
[Your name]

您好[姓名],

我想跟进一下——我在[日期]发送了[发送的内容]，担心它可能被遗漏了。

[简要提醒您需要客户做的事情或您提供的内容]

如果现在不是合适的时机，没关系——请告知我更合适的时间，我会再联系您。

此致,
[您的姓名]

Follow-up and Escalation Guidance

跟进与升级指导

Follow-up Cadence

跟进节奏

Situation	Follow-up Timing
Unanswered question	2-3 business days
Open support issue	Daily until resolved for critical, 2-3 days for standard
Post-meeting action items	Within 24 hours (send notes), then check at deadline
General check-in	As needed for ongoing issues
After delivering bad news	1 week to check on impact and sentiment

场景	跟进时间
未回复的问题	2-3个工作日
未解决的支持问题	严重问题每日跟进直至解决，标准问题每2-3天跟进
会后行动项	24小时内发送纪要，然后在截止日期跟进
常规跟进	根据持续问题的需要进行
传达坏消息后	1周后跟进，了解影响和客户情绪

When to Escalate

何时升级

Escalate to your manager when:

Customer threatens to cancel or significantly downsell
Customer requests exception to policy you can't authorize
An issue has been unresolved for longer than SLA allows
Customer requests direct contact with leadership
You've made an error that needs senior involvement to resolve

Escalate to product/engineering when:

Bug is critical and blocking the customer's business
Feature gap is causing a competitive loss
Customer has unique technical requirements beyond standard support
Integration issues require engineering investigation

Escalation format:

ESCALATION: [Customer Name] — [One-line summary]

Urgency: [Critical / High / Medium]
Customer impact: [What's broken for them]
History: [Brief background — 2-3 sentences]
What I've tried: [Actions taken so far]
What I need: [Specific help or decision needed]
Deadline: [When this needs to be resolved by]

向您的经理升级：

客户威胁取消合作或大幅缩减订单
客户请求您无权批准的政策例外
问题未在SLA规定时间内解决
客户要求直接联系领导层
您犯了需要高层介入解决的错误

向产品/工程团队升级：

漏洞严重，阻碍客户业务运转
功能缺口导致客户流失至竞争对手
客户有超出标准支持的独特技术需求
集成问题需要工程团队调查

升级格式:

升级通知: [客户姓名] — [一句话摘要]

紧急程度: [严重 / 高 / 中]
客户影响: [客户遇到的问题]
历史背景: [简要背景——2-3句话]
已采取的措施: [至今执行的操作]
需要的帮助: [具体需要的帮助或决策]
截止日期: [需要解决的时间]