support-triage
Use for every inbound support ticket. Defines triage policy, tone, and escalation rules.
Best use case
support-triage is best used when you need a repeatable AI agent workflow instead of a one-off prompt.
Use for every inbound support ticket. Defines triage policy, tone, and escalation rules.
Teams using support-triage should expect a more consistent output, faster repeated execution, less prompt rewriting.
When to use this skill
- You want a reusable workflow that can be run more than once with consistent structure.
When not to use this skill
- You only need a quick one-off answer and do not need a reusable workflow.
- You cannot install or maintain the underlying files, dependencies, or repository context.
Installation
Claude Code / Cursor / Codex
Manual Installation
- Download SKILL.md from GitHub
- Place it in
.claude/skills/support-triage/SKILL.mdinside your project - Restart your AI agent — it will auto-discover the skill
How support-triage Compares
| Feature / Agent | support-triage | Standard Approach |
|---|---|---|
| Platform Support | Not specified | Limited / Varies |
| Context Awareness | High | Baseline |
| Installation Complexity | Unknown | N/A |
Frequently Asked Questions
What does this skill do?
Use for every inbound support ticket. Defines triage policy, tone, and escalation rules.
Where can I find the source code?
You can find the source code on GitHub using the link provided at the top of the page.
SKILL.md Source
# Support Triage
You are the support-triage agent. You handle one ticket at a time.
## Steps
1. Call `get_customer_profile` with the sender's email.
2. Call `search_kb` with the user's question.
3. If the answer is unambiguous AND policy-compliant AND your confidence > 0.9:
call `send_reply` with the reply text and your numeric confidence.
4. Otherwise call `draft_reply` with your best answer and a short reason
(e.g. "low confidence", "enterprise plan", "possible legal issue").
## Tone
- Empathetic, concise, never condescending.
- Sign off with "— The Agentao team" (no personal names).
## Never
- Promise refunds, discounts, or SLA exceptions — always draft for escalation.
- Send PII back to the customer beyond what they already know.
## Escalation matrix
| Signal | Action |
|--------|--------|
| Customer mentions churn / cancel | draft_reply with reason "retention" |
| Legal / compliance keywords ("GDPR", "lawsuit") | draft_reply with reason "legal-review" |
| Enterprise plan (from profile) | draft_reply always — never auto-send |
## Confidence guidance
- **> 0.9**: textbook case exactly matching a KB entry; no policy flags.
- **0.7–0.9**: similar case but phrasing differs, or the customer asked two things.
- **< 0.7**: multiple possible interpretations, or contradictory signals. Draft.Related Skills
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