Complaint Email Reply Drafter

WHAT IT DOES

Complaint Email Reply Drafter reads your customer complaint or negative feedback email and generates a professional, empathetic reply draft. It identifies the specific issues, frustrations, and expectations expressed by the customer, then crafts a response that acknowledges each issue, apologizes appropriately, and outlines a path to resolution. Choose your apology level—Formal (structured, official), Personal (warm, heartfelt), or Brief (concise, professional). Toggle resolution steps and explanations on or off. Perfect for customer support teams, account managers, and anyone who needs to respond to complaints professionally and empathetically.

WHERE IT RUNS

Any webpage with customer complaint emails, support tickets, or negative feedback—Gmail, Outlook, Yahoo Mail, Zendesk, Intercom, Freshdesk, Help Scout, and more. The script scans the page for conversation context: subject lines, sender information, message bodies, and issue descriptions. No site-specific configuration needed; the detection algorithm adapts to the page structure automatically.

HOW TO USE

Install the script and navigate to any customer complaint email. Click "Generate Reply" in the panel—the tool extracts the complaint content and sends it to the AI. Choose your apology level, and toggle resolution steps and explanations on or off. The draft appears in the panel. Review it, edit if needed, then click "Insert" to place it directly into your reply field, or "Copy" to paste elsewhere. Settings persist per site and globally—the tool remembers your apology, resolution, and explanation preferences. Keyboard shortcuts: Ctrl+Shift+C to generate, Ctrl+Shift+R to regenerate, Ctrl+Shift+I to insert.

TECHNICAL MECHANISM

The script extracts email content using a cascading DOM selector strategy: it targets subject lines (h1[data-thread-perm-id], .hP, .subject), sender information (.gD, .go, [email]), and message bodies (.ii.gt, .a3s, .msg-body, [role="article"], .ticket-body, .support-message). Collected text is concatenated with labels into a structured input. The AI prompt includes the full complaint content, apology level (formal/personal/brief), resolution toggle, and explanation toggle. Apology mapping guides tone: formal = structured official language, personal = warm and heartfelt, brief = concise and direct. The model identifies specific issues and expectations from the complaint, then generates a response that addresses each one. The response is displayed in a textarea with Insert and Copy buttons. Reply insertion uses native value setting with both "input" and "change" events for React/Vue compatibility. The script prefers WebMCP (navigator.modelContext) when available, falling back to DOM scraping when not.

THE PANEL

The tool runs inside BGPanel, a lightweight UI system built into the BotGentz extension. Drag the panel by its header to reposition it anywhere on screen—it snaps to edges and remembers its position per site. Click the header to collapse the panel into a small bubble; click again to expand. Resize the panel by dragging its bottom-right corner. Press Escape at any time to close the panel. The panel stays out of your way but is always accessible via the extension's toolbar.

PLEASE NOTE

Requires the free BotGentz browser extension and an active monthly subscription—the AI backend uses credits for each generation. One generation per click; regenerate counts as a new generation. The script reads only what is visible on the page—it cannot access iframes or shadow DOM. AI-generated replies are suggestions—always review and edit before sending. No email content is stored or shared beyond the API request; all processing is ephemeral. The tool's apology level guides the tone but actual wording may vary—review the draft before use. Sites change their markup over time; if detection fails, check for updates or use the tool on a page with clearly visible complaint content.