Skills Quality assurance
Reviewing a draft reply
An agent has written something and wants to know whether to send it. This is a different job from QA — it happens before the customer sees it, under time pressure, and the answer needs to be short.
npx rulebase-skills install cx-reply-quality-coachWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “can I say this”
- “is this ok to send”
- “how should I phrase this to the customer”
- “is this in line with our tone of voice”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
Check 1: is it true?
Verify every factual and policy claim in the draft against documented sources. Timelines, fees, eligibility, what a customer must do, what happens next.
Check 2: what does it commit the company to?
Flag, specifically: Amounts, dates and deadlines the agent is not authorised to set, Regulated content.
Check 3: tone, against their own principles
Only now, and only against the team's documented standard — their tone-of-voice guide, support principles, or style guide.
The answer format
Keep it short. The agent is mid-conversation with a customer waiting.
Escalate the pattern, not just the reply
When a draft reveals something structural, say so separately from the reply feedback: The draft suggests a likely complaint.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
