Apology email that actually lands

This prompt is designed to work in Microsoft Copilot in Outlook. Paste into the Copilot chat sidebar.

Help me write an apology email that owns the mistake without grovelling and without hiding behind passive voice. It should leave the reader feeling respected, not managed.

Here is the situation:
- What happened, in one plain sentence: {{what_happened}}
- Who was affected: {{affected}}
- The impact on them: {{impact}}
- What I am doing to fix it right now: {{fix}}
- What I am doing so it does not happen again: {{prevention}}
- Anything I need from them to close the loop: {{ask}}

Please give me:
1. Subject line, direct and not softened with "quick".
2. Body in this order: name the mistake, name the impact, apologise plainly, describe the fix, offer next step, close.
3. A version that is more formal for external clients.
4. A version that is more human for internal colleagues.
5. One line I should NOT include ("I am so sorry, I hope you can forgive me") and why.

Do not use passive voice ("mistakes were made"). Use "I" or "we".

Tone: accountable, warm. AU English, no em-dashes.