resolution-draft

Resolution Draft

Purpose

Terminal artifact for resolvable runs: a grounded, channel-appropriate response.

When to use

End of runs where the path is answer_from_records or instant_resolution.

Inputs

Full payload with approved sources.

Steps

1. Validate against the contract; escalations present means this is NOT the terminal skill - go to handoff-packet.
2. Draft: acknowledge, answer with the record facts (order status, dates, next step), citation available on request, next-step clarity (e.g., investigation clock for DNR with empathy, per #2.2).
3. Mark DRAFT for agent send; the agent owns the send.

Output

Response draft - terminal artifact.

Grounding requirements

Every fact cites order/carrier/loyalty extract or article.

Constraints

• Never promise a refund, credit or exception the path does not support (#3.1); never dispute the customer's account (#2.2).

Escalation / uncertainty

Anything below confidence or contradicted -> handoff-packet instead.