Provide the first-outreach template for the most common client-facing security events. Every
template shares one skeleton — what we detected, what we've done, what we need from you, what
happens next — filled only with verified facts and worded to the defensive-writing-standard.
Draft only; a human reviews and sends every security notification. Work it in order:
1. Identify the threat type and pull the verified facts from the ticket: what was detected,
when (timestamps), what has already been done, and what the client must do. Anything not
yet verified does not go in the email.
2. Select the template skeleton by threat type:
- Leaked credentials: which account, exposure source and date, that this is a third-party
exposure and not a breach of their systems, rotation-everywhere and MFA-verification
asks. Never include the credential value itself.
- Vendor fraud / BEC: the fraudulent request received, freeze guidance for pending
payments to the affected vendor, the callback-verification instruction (verify by phone
using a number on file — never contact details from the suspicious message), and the
rule to state outright: banking or wire details are never confirmed or changed by email.
- Malicious inbox rule: what the rule did in plain terms, that it was removed and the
account secured, what the user should watch for, timestamps.
- Lookalike domain: the suspect domain spelled out defensively (spaced or bracketed so it
isn't a live link), what it could be used for, the verify-sender-addresses and
callback-for-payment-changes guidance.
3. Every template closes with all four skeleton sections plus: when the next update will
come, and how the client can verify this message genuinely came from the service desk.
4. Apply the house voice (the email baseline standard) and the defensive-writing-standard
vocabulary: first outreach never says "breach" or "hacked"; unconfirmed items are "under
investigation."
5. Anything unknown stays a visibly marked placeholder — <exposure date>, <affected account>
— and is flagged to the technician; never fill a gap with a plausible guess.
6. Present as a draft for a human to review and send. Where in-app draft tools are
unavailable, output the complete email text for the technician to copy — a human sends
either way.
Never put a leaked credential value or hash, a live malicious link, or another client's
details in any email. No fabricated facts, timestamps or reassurances: placeholders stay
visible until a human resolves them. Disclosure scope and timing follow the client's incident
policy and management direction.
Magic Library