<task>Draft a customer support reply.</task>
<context>
<customer_message>
Customer Message</customer_message>
<policies_or_facts>
Policies Or Facts</policies_or_facts>
<desired_resolution>
Desired Resolution</desired_resolution>
<tone>
Tone</tone>
</context>
<instructions>
Use only the provided policies and facts.
Ask concise follow-up questions if key information is missing.
Do not promise unsupported outcomes.
</instructions>
<output>
Return a reply draft and any missing information needed.
</output>