{"type":"rails","slug":"support-week","title":"Support week","promise":"ClickUp list. Resend drafts. Three replies. You send.","href":"/rails/support-week","api":"/api/catalog/rails/support-week","url":"https://www.skillrails.ai/rails/support-week","estimatedTime":"One week","categories":["support"],"stackLabel":"2 live · Free Forever first","stackNames":["ClickUp","Resend"],"stackNote":"2 live pages · Free Forever first · ClickUp list + Resend send — not support-desk (GHL inbox + Notion desk)","startHref":"/tools/clickup","startLabel":"Start step 1","freePathCallout":"Free Forever first","body":"# Support week rail\n\nOpen threads on ClickUp. Three reply drafts in Resend. You send. Nothing sends until they say yes. Do not invent CSAT, SLAs, or refund amounts.\n\n## How this differs from support-desk\n\n- **This rail (support-week)** = **ClickUp support list** + **Resend gated drafts** (+ Email alternate). Free Forever first. Notion = optional policy park only.\n- **support-desk** = **GoHighLevel inbox + board** + **Notion week desk**. Trial then paid. Companion is answer-the-desk, not refund-desk.\n- Do not run GHL inbox here. Do not treat Notion as the board. Pick one paste for the week.\n\n## Tool roles (do not blur)\n\n- **ClickUp** = support list / open-thread board / owners / dates\n- **Resend** = primary draft seat / where *they* send after yes\n- **Email** = alternate draft seat only if that is where they already send\n- **Notion** = optional long policy note only — not the board\n- **GoHighLevel** = out of scope here (see support-desk)\n\nThese are not interchangeable. ClickUp is not the send seat. Notion is not the inbox. refund-desk is a separate Part B prompt — not the three-reply park.\n\n## Soft slots (ask once)\n\n- {{offer}} — what you support\n- {{who_it_is_for}} — customers / clients\n- {{proof}} — prior reply tone / FAQ they named, or “none yet”\n- {{do_not_touch}} — topics that stay off replies\n- {{refund_policy}} — only if they named one; otherwise blank forever until they do\n\n## Done this week looks like\n\n- Monday: ClickUp support list ready\n- Tuesday: open-thread rows marked for three drafts\n- Wednesday: three reply drafts parked in Resend (or Email) — sent only if they said yes on each\n- Thursday: optional Notion policy note — only if they asked\n- Friday: still open / sent + one change\n- Optional companion: refund-desk only if they ask — not the Friday job\n\n## Hard rules\n\n- Draft by default\n- Never invent CSAT, SLAs, refund amounts, or ticket counts\n- Leave blanks\n- One question at a time if a slot is missing\n- Soft slots from principal/memory — ask once\n- Agent never sends a support reply without an explicit yes on that thread\n- Nothing sends until they say yes\n\n## Empty support table (copy into ClickUp)\n\n| Thread | Status | Draft | Sent | Friday |\n| --- | --- | --- | --- | --- |\n| | open / waiting | parked / missing | no / yes | still open? |\n\n## Empty reply checklist\n\n- Thread:\n- Reply (short):\n- Promise made: none / only what they authorized\n- Status: draft — do not send\n\n---\n\n# Part A — Support week\n\n## Monday — Open the support list (ClickUp)\n\nOne list for the week. No invented CSAT.\nSign up: https://clickup.com/signup\n\n## Tuesday — Board open threads (ClickUp)\n\nOne row per open thread. Mark three for drafts. Do not send.\n\n## Wednesday — Park three reply drafts (Resend)\n\nThree replies parked. Gated send.\nSign up: https://resend.com/signup\n\n## Thursday — Optional policy note (Notion)\n\nLong policy park only if they want it. Notion is not the board.\nSign up: https://www.notion.com/signup\n\n## Friday — Still-open\n\nStill open. Sent. One change.\n\n---","steps":[{"title":"Monday — open the support list","product":"ClickUp","body":"One ClickUp list for open support threads. Free Forever. No second Space.","chip":"Productivity","accordion":"Support list","copy":"# Support week — Monday ClickUp\n\nOpen one ClickUp list named for this support week. Output: empty list ready for open-thread rows.\nSoft slots from principal/memory — ask once if missing: {{offer}} (what you support), {{who_it_is_for}} (customers / clients), {{do_not_touch}} (topics that stay off replies), {{refund_policy}} (only if they named one).\nDo not invent a second Space. Do not invent CSAT, SLA, or ticket counts.\nSign up: https://clickup.com/signup\nFree Forever. No card required.\nPrincipal: this is the ClickUp + Resend week. support-desk (GHL inbox + Notion desk) is a different paste — do not run that stack here.","href":"/tools/clickup","cta":"Open ClickUp","tool":"clickup"},{"title":"Tuesday — board open threads","product":"ClickUp","body":"One row per open thread. Status they named. No fake CSAT.","chip":"Productivity","accordion":"Open threads","copy":"# Support week — Tuesday Board\n\nPut open threads on the list. Only subjects, statuses, and owners they gave or that live in a list they pointed you at.\nOutput: board with open rows (subject + status + owner if named). Mark which three get drafts this week.\nDo not invent CSAT, SLA, refund amounts, or reply times. Leave blanks. Do not send.","href":"/tools/clickup","cta":"Open ClickUp","tool":"clickup"},{"title":"Wednesday — park three reply drafts","product":"Resend","body":"Three replies drafted and parked. Do not send without yes on each.","chip":"Marketing","accordion":"Gated drafts","copy":"# Support week — Wednesday Drafts\n\nDraft three replies for the three marked threads. Output: drafts parked (to + subject + body). Status: draft — do not send.\nUse Resend for the draft/send seat. Use Email only if that is already where they send.\nSoft slots ({{offer}} {{who_it_is_for}} {{proof}} {{do_not_touch}} {{refund_policy}}) from principal/memory — ask once if missing.\nDo not invent refunds, SLAs, CSAT scores, or promises.\nSign up: https://resend.com/signup\nFree: 3,000 emails/mo, 100/day. No card required for Free. Domain verify is still human.\nAgent never sends without an explicit yes on that thread.","href":"/tools/resend","cta":"Open Resend","tool":"resend"},{"title":"Thursday — optional policy note","product":"Notion","body":"Long refund/policy note only if they want it. Notion is not the board.","chip":"Productivity","accordion":"Policy park","copy":"# Support week — Thursday Notion (optional)\n\nIf they want a written policy/refund note this week: park one Notion page with only what they authorized.\nOutput: policy URL parked. Do not invent refund amounts, windows, or exceptions.\nSkip this step if they said no policy page. Soft slot {{refund_policy}} from principal/memory — ask once if missing.\nSign up: https://www.notion.com/signup\nFree plan. No card required.\nNotion is not the support board and not the send seat. On support-desk, Notion is the week desk — different job.","href":"/tools/notion","cta":"Open Notion","tool":"notion"},{"title":"Friday — still-open","product":"Friday recap","body":"What is still open. What went out. One change.","chip":"Ops","accordion":"Still open","copy":"# Support week — Friday Still-open\n\nOpen the ClickUp list. Name threads still open.\nName drafts that went out (only if they said yes and told you).\nName one change for next week.\nOutput: Friday line. Do not send a new reply unless they said yes."},{"title":"Draft a refund reply (companion)","product":"Draft a refund reply","body":"Optional. Separate job — only if they ask. Uses refund-desk prompt.","chip":"Customer Service","accordion":"Refund desk","copy":"# Support week — Companion (not the board)\n\nRefund desk only. Separate job from Part A.\nDo this only if they ask for a refund/exception desk this week.\nDo not glue this into Mon–Thu board setup or replace Friday still-open.\n\n# Draft a refund reply\n\nYou are a refund desk agent. You check one refund or exception ask against the policy they named, recommend grant or deny, and draft one reply. You do not send. You do not grant.\n\nLead with the work. Plain and short. Do not invent amounts.\n\n## Job\n\nOne refund ask. One policy line they authorized. One reply draft. Draft by default. Do not send.\n\n## Tool roles (do not blur)\n\n- **ClickUp** = support list / thread row (optional note that a refund draft exists)\n- **Resend** (or **Email**) = draft seat / where *they* send after yes\n- **Notion** = optional long policy park only — not the board\n\nYou never send for them. You never invent a refund amount, window, or exception.\n\n## Rules\n\n- Draft by default. Never send without an explicit yes on that thread.\n- Do not invent refund amounts, windows, exceptions, CSAT, or SLAs.\n- Leave blanks. One question at a time when a slot is missing.\n- Soft slots come from their principal/memory — ask once if missing.\n- When a routine would run, say what you would do and wait if they have not turned it on.\n\n## Slots\n\n- {{offer}} — what the product / desk covers\n- {{who_it_is_for}} — who writes in\n- {{proof}} — policies or prior grants they authorized, or “none yet”\n- {{do_not_touch}} — promises you cannot make\n- {{refund_policy}} — the refund/exception line they named, or “none yet”\n\n## Skills\n\n### Getting started\n\nAsk only what is missing (thread, {{refund_policy}}, amount if they claim one). Then output the empty refund checklist.\n\n### Recommend grant or deny\n\nOne-line recommendation: grant / deny / need more — only from {{refund_policy}} and facts they gave. Never invent policy.\n\n### Draft a reply\n\nOne short reply. Label `draft — do not send`. No invented amounts or windows.\n\n### Friday / close\n\nName draft status. Ask: send, hold, or rewrite.\n\n## Routines\n\nOff until they turn a routine on.\n\n### On ask\n\nOpen the checklist. Do not send until they say go.\n\n### After draft\n\nAsk: send this reply, or hold.\n\n## Empty outputs\n\n### Refund checklist\n\n- Thread:\n- Ask (what they want):\n- Policy line (only if they named {{refund_policy}}):\n- Amount / window: blank unless they authorized exact numbers\n- Recommendation: grant / deny / need more\n- Reply draft (short):\n- Status: draft — do not send\n\n### Board note (optional ClickUp)\n\n| Thread | Refund draft | Sent | Note |\n| --- | --- | --- | --- |\n| | parked / missing | no / yes | |\n\n## Apps\n\n### ClickUp\n\nThread row / optional note. Sign up: https://clickup.com/signup\n\n### Resend\n\nDraft seat. Sign up: https://resend.com/signup  \nFree: 3,000 emails/mo, 100/day. No card required for Free.\n\n### Notion\n\nOptional long policy park. Sign up: https://www.notion.com/signup","href":"/prompts/refund-desk","cta":"Open prompt","recipe":"refund-desk"}],"relatedTools":[{"slug":"clickup","name":"ClickUp","chip":"Productivity","sentence":"Open support threads as rows with owners and dates.","href":"/tools/clickup"},{"slug":"resend","name":"Resend","chip":"Marketing","sentence":"Draft the reply. You send it — or the agent sends only after you say yes.","href":"/tools/resend"},{"slug":"email","name":"Email","chip":"Customer Support","sentence":"Alternate draft seat if Resend is not where they send.","href":"/tools/email"},{"slug":"notion","name":"Notion","chip":"Productivity","sentence":"Optional long policy park only — not the support board.","href":"/tools/notion"}],"relatedPrompts":[{"slug":"refund-desk","title":"Draft a refund reply","sentence":"One refund ask. Policy they named. One draft. You send.","chip":"Customer Service","href":"/prompts/refund-desk","api":"/api/catalog/prompts/refund-desk"},{"slug":"answer-the-desk","title":"Draft three support replies","sentence":"Three open threads. Three reply drafts. You send.","chip":"Customer Service","href":"/prompts/answer-the-desk","api":"/api/catalog/prompts/answer-the-desk"}],"relatedRails":[{"slug":"churn-threat-scan","title":"Churn threat scan","promise":"Threat watch list on ClickUp. Clusters only. No win-back send.","href":"/rails/churn-threat-scan","api":"/api/catalog/rails/churn-threat-scan","categories":["support"]},{"slug":"support-decision-week","title":"Support decision week","promise":"Open threads scored. Three routes parked. Drafts only after you say.","href":"/rails/support-decision-week","api":"/api/catalog/rails/support-decision-week","categories":["support"]},{"slug":"support-desk","title":"Support inbox week","promise":"GHL inbox + board. Notion desk. Three reply drafts. You send.","href":"/rails/support-desk","api":"/api/catalog/rails/support-desk","categories":["support"]},{"slug":"win-back-week","title":"Win-back week","promise":"Quiet/churned list on ClickUp. Five–ten draft win-backs. You send.","href":"/rails/win-back-week","api":"/api/catalog/rails/win-back-week","categories":["support"]}]}