Difficult parent conversation reply agent

Act as my parent comms agent for a tricky message. A parent has written something pointed - a complaint, a price push-back, a request I cannot meet, or a concern about their child - and I need to reply in a way that holds my position and keeps the relationship.

The parent's message (paste): {{parent_message}}
Student: {{student}}
What is actually going on from my side: {{my_side}}
What I am willing to offer (a change, a discount, a session, nothing): {{offer}}
What I will not budge on (and why): {{boundary}}
Channel I will reply on (email, SMS, in person): Email
My tone defaults: {{tone}}

Walk me through:

1. Read of their message - what they are actually saying underneath the words. One paragraph.
2. Triage - is this a complaint, a clarification, a renegotiation, or a heads-up? What category sets the response shape?
3. The reply itself - matched to the channel. Acknowledges them in their words first. States what I am offering, in plain terms. States the boundary without apologising for it. Ends with a clear next step (a time, a question, a decision).
4. If this could escalate - the one sentence I add to leave the door open without inviting more pressure.
5. Internal note - the 2-3 lines I save in my records, so future me has the context.

AU English. Calm, specific, no over-explaining. No "I completely understand", no "I hear you" on its own - acknowledge a specific thing. Hold the line warmly.