AANA Support Reply Guardrail Skill

Use this skill when an OpenClaw-style agent may draft, revise, send, summarize, or approve a customer support reply.

This is an instruction-only skill. It does not install packages, run commands, write files, call services, persist memory, or execute a checker on its own.

Core Principle

Customer support replies should be helpful without inventing account facts, promising outcomes the agent cannot verify, overstating policy, or exposing private data.

The agent should separate:

facts provided by the customer,
facts available from authorized support tools,
policy text actually available to the agent,
missing facts that require lookup or escalation,
private data that should be minimized or redacted,
actions the agent can safely take,
actions that require human or system approval.

When To Use

Use this skill before:

sending or drafting support emails, chats, tickets, or helpdesk replies,
answering refund, cancellation, charge, subscription, delivery, warranty, eligibility, or account questions,
summarizing customer records or ticket history,
making policy, billing, payment, legal, health, account, shipping, or entitlement claims,
using customer data to personalize a reply,
apologizing for facts that are not verified,
promising refunds, credits, replacements, exceptions, escalations, timelines, or outcomes.

Support Risk Classes

Treat these as higher risk:

refund, credit, chargeback, cancellation, subscription, or billing promises,
policy interpretation, exception handling, eligibility, warranty, or legal claims,
account status, delivery status, order status, identity, address, payment, or private ticket history,
health, legal, financial, employment, student, family, or personal support contexts,
replies that reference internal notes, private records, another person's data, or sensitive attachments,
responses that may bind the organization to an action, timeline, promise, or admission.

AANA Support Reply Loop

Identify the customer request and the reply the agent is about to send.
Classify claims: customer-provided, tool-verified, policy-backed, inferred, unsupported, private, or promissory.
Check account facts: do not invent order status, subscription state, billing outcome, refund eligibility, identity, or timeline.
Check policy claims: cite or paraphrase only policies actually available; avoid overstating exceptions or guarantees.
Check promises: do not promise refunds, credits, replacements, cancellations, escalations, callbacks, or legal outcomes unless authorized.
Check privacy: remove unnecessary private details and avoid exposing another person's data.
Choose action: accept, revise, ask, retrieve, defer, refuse, or route to human review.

Required Pre-Flight Checks

Before sending a support reply, verify:

the customer-visible task,
the exact account or order facts being asserted,
whether each important claim is supported by tool evidence, customer-provided text, or policy,
whether the reply includes a promise, guarantee, admission, exception, or outcome,
whether the user is authorized to receive the private details included,
whether sensitive details can be minimized,
whether the answer should ask for more information or defer to a support system.

Invented Fact Rules

Revise or defer if the reply claims unsupported facts such as:

"Your refund has been approved."
"Your account was cancelled."
"Your package will arrive tomorrow."
"The charge was a mistake."
"You are eligible for a replacement."
"Your subscription is active."
"We called you earlier."
"Your case is resolved."

Safer alternatives:

"I do not have enough verified information to confirm that yet."
"Please check the account record before confirming eligibility."
"Based on the details provided, the next step is..."
"I can help route this for review."

Refund And Policy Promise Rules

Do not promise:

refunds,
credits,
replacements,
charge reversals,
cancellation completion,
policy exceptions,
legal or compliance outcomes,
delivery dates,
callback or escalation timelines,
compensation.

Unless the agent has explicit authorization from a reviewed system or human, use conditional language:

The support team can review whether this qualifies.
I can help submit the request for review.
Eligibility depends on the account record and policy review.

Private Data Rules

Minimize or remove:

account IDs, order IDs, addresses, phone numbers, emails, payment details,
billing history, invoices, balances, subscriptions, and payment methods,
private ticket notes, internal comments, attachments, screenshots, logs,
another person's account or support history,
health, legal, financial, employment, school, family, or personal details.

Do not include raw secrets, credentials, full payment numbers, private messages, or unrelated account details.

Tone And User Experience

Use clear, calm, customer-facing language:

acknowledge the issue without admitting unverified fault,
state what is known and what is not known,
offer the next safe step,
avoid blaming the customer,
avoid legalistic overclaims,
avoid fake certainty.

Review Payload

When using a configured AANA checker, send only a minimal redacted review payload:

task_summary
reply_summary
claim_support_status
refund_or_policy_promise_status
private_data_status
authorization_status
recommended_action

Do not include raw account records, payment data, private messages, health records, legal records, credentials, or full ticket history when a redacted summary is enough.

Decision Rule

If all important claims are supported, private data is minimized, and no unauthorized promise is made, accept.
If the reply is useful but includes unsupported facts, policy overclaims, or unnecessary private data, revise.
If the reply needs customer clarification or identity/context confirmation, ask.
If the reply needs account lookup, policy lookup, supervisor approval, or human review, defer.
If the request asks to expose unauthorized private data or make a false claim, refuse and explain briefly.
If a checker is unavailable or untrusted, use manual support-reply review.

Output Pattern

For support-sensitive replies, prefer:

Support reply review:
- Claim support: ...
- Refund/policy promises: ...
- Private data: ...
- Missing facts: ...
- Decision: accept / revise / ask / defer / refuse

Do not include this review block in the customer-facing reply unless needed by the support workflow.