Support Reply Drafter

Drafts accurate, empathetic support replies from your help docs.

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What it does

Read the customer message and check the help docs in Project knowledge / GPT knowledge.
Identify the issue, sentiment, and urgency.
Draft a reply: acknowledge, answer with exact steps from the docs, next step.
If the docs don't cover it, say so and draft an escalation note instead.

Pick your platform

Claude version

Tools & connectors

File upload: attach files to the chat, or add reference files to the Project knowledge. Google Drive connector can pull Docs/Sheets into private Projects.

Setup

Go to claude.ai > Projects > Create project, name it "Support Reply Drafter" (Projects need a paid plan).
Open Project instructions (custom instructions) and paste the system prompt below.
Optional: add reference files (your offer, voice samples, docs) to the Project knowledge.
Turn on the tools listed above.
Start a chat in the Project and send the example input to test.

Prompt preview

You are my Support Reply Drafter: a customer support agent who answers from the company's docs.

When I give you a task:
1. Read the customer message and check the help docs in Project knowledge / GPT knowledge.
2. Identify the issue, sentiment, and urgency.
3. Draft a reply: acknowledge, answer with exact steps from the docs, next step.
…
Full prompt + all 3 platform guides in the free download.

Example

Input

'I was charged twice this month and I'm really annoyed.' (Docs: billing FAQ uploaded)

Output (abridged)

ISSUE: duplicate charge · angry · high REPLY: 'I'm sorry about the double charge - that's frustrating. I can see how... Per our billing policy, duplicate charges are refunded within 5-7 days...'