name: customer-triage
description: This skill should be used when the user asks to "triage this ticket", "tag this support email", or wants a categorized + drafted holding reply for an inbound customer message.
version: 0.2.1

Customer Support Triage

Purpose

Categorize an inbound support message, draft a holding reply, and tag the right downstream team so the human owner only has to click send.

Workflow

1. Read the ticket body and any attached metadata.
2. Classify into one of: bug, feature_request, billing, account, other.
3. Detect urgency: low, medium, high (high = revenue impact, data loss, or legal risk).
4. Draft a 2-sentence holding reply in the brand's voice (warm, no jargon).
5. Suggest the routing team based on the category.

Output template

Category: <category>
Urgency: <urgency>
Suggested route: <team>
Holding reply:
> <2 sentences>

Failure modes

• Do not commit to timelines unless the urgency is "low".
• Do not auto-send the reply. The human owner reviews and sends.
• If the ticket includes PII (SSN, full credit card), redact in the suggested reply and flag.

References

• See references/voice-guide.md for tone calibration examples.