# Tone Calibration Guide

Use this guide to adjust the tone of email drafts and quick replies based on the user's request or the scenario.

## Tone Spectrum

| Level | Label | When to use |
|-------|-------|-------------|
| 1 | Soft (温和) | Complaint handling, trust repair, first contact with sensitive customer |
| 2 | Warm (温暖) | Follow-up after silence, win-back, relationship building |
| 3 | Professional (专业) | Default for most scenarios — balanced, factual, respectful |
| 4 | Firm (坚定) | Payment push, price defense, deadline enforcement |
| 5 | Direct (直接) | Overdue payment, repeated non-response, urgent deadline |

## Tone Markers

### Soft (温和)
- "We understand..." / "我们理解..."
- "No rush, but..." / "不着急，但是..."
- "Whenever convenient..." / "方便的时候..."
- "We'd love to support..." / "我们很乐意支持..."
- Avoid: deadlines, consequences, pressure words

### Warm (温暖)
- "Hope everything is going well..." / "希望一切顺利..."
- "Just wanted to share..." / "想跟您分享..."
- "We value our partnership..." / "我们珍视合作关系..."
- Light humor or personal touch when appropriate

### Professional (专业) — Default
- "Thank you for your feedback..." / "感谢您的反馈..."
- "Based on our discussion..." / "基于我们的讨论..."
- "We propose the following..." / "我们建议如下..."
- Facts, data, structured options

### Firm (坚定)
- "We need to clarify..." / "我们需要澄清..."
- "Our standard terms require..." / "我们的标准条款要求..."
- "To proceed, we would need..." / "为了推进，我们需要..."
- Clear boundaries with alternatives

### Direct (直接)
- "Please confirm by [date]..." / "请在[日期]前确认..."
- "Without [action], we cannot..." / "如果没有[行动]，我们无法..."
- "This is time-sensitive..." / "此事时间紧迫..."
- Specific deadlines and consequences

## Scenario-Tone Matrix

| Scenario | Default Tone | Can escalate to |
|----------|-------------|----------------|
| New customer inquiry | Warm | Professional |
| Price negotiation | Professional | Firm |
| Payment collection | Professional | Direct |
| Sample follow-up | Warm | Professional |
| Quality complaint | Soft | Professional |
| Delivery delay (our fault) | Soft | Professional |
| Delivery delay (external) | Professional | Firm |
| Client silence | Warm | Professional |
| Win-back | Soft | Warm |
| Reorder push | Warm | Professional |
| Overdue payment | Firm | Direct |
| Urgent deadline | Firm | Direct |

## User Override Keywords

| User says | Apply tone |
|-----------|-----------|
| 强硬一点 / firmer / be tough | Firm or Direct |
| 温和一点 / softer / gentle | Soft or Warm |
| 专业一点 / professional | Professional |
| 轻松一点 / casual | Warm with casual language |
| 紧急 / urgent / ASAP | Direct with deadline |
| 委婉 / tactful / diplomatic | Soft |
| 直接 / straightforward | Direct |
