Walk a customer through troubleshooting at their level

Write a reply that walks the customer below through fixing their problem, for a support agent to check and send. The steps must work for this particular customer, so match the wording to their technical level as their message shows it.

The customer's message:
"""
{{customer_message}}
"""

Our troubleshooting steps for this issue, from the help center or internal notes:
"""
{{known_steps}}
"""

Their setup, if known (device, browser, app version, plan): {{setup}}

Write:
1. A reply that opens with one sentence acknowledging the problem, then gives numbered steps, one action per step, in the order to try them, and ends with what to send back if it still does not work, such as a screenshot or the exact error message.
2. Below the reply, a line starting "FOR THE AGENT:" that lists any step you simplified or left out, and why.

Use seven steps at most. For a customer who sounds new to the technology, say exactly where to click and what they should see after each step, without jargon; for an experienced customer, keep steps short and skip the basics they have already tried. For example, a step at a beginner's level: "In the top right corner, click your initials, then click Settings. You should see a page titled Account."

A good reply is one the customer can follow without writing back to ask what a step means. Use only the steps in our notes. Do not invent menu names, settings or fixes, and do not suggest anything that could lose their data, such as reinstalling or resetting, without a warning and a reason. Skip steps the customer says they have already tried.

If their setup is unknown and our steps differ by device or version, give only the steps that apply to every setup and ask which one they use before the rest. If our notes do not cover their setup at all, or their message is too vague to tell which issue it is, do not guess: write a short reply asking for the two or three details needed, and explain why in the agent line.