Support
Customer reply
Draft a reply to a customer that answers what they actually asked, in their register, with the next step clear. Left unsent for review.
Add in the app
Support · For your bots
Triage support requests
Sort incoming support requests by urgency and type, draft a reply for each, and flag the ones a person must answer.
In Lobstack: Skills › Library › Add
Download LobstackWhen to use it
A queue of customer messages — an inbox, a channel, a helpdesk — needs sorting before anyone answers.
What your bot will do
- 01
Read every open request, oldest first. Note who, what they need, and how long they have waited.
- 02
Sort each into: broken for them now, billing or account, how-do-I, feature request, other. Urgent means blocked, paying, or waiting over a day.
- 03
For each, draft a reply that answers what was asked, in plain words, with the next step and when they will hear back. Link to docs where they exist.
- 04
Flag for a person, without drafting a promise: refunds, legal, security, angry customers, anything about money moving.
- 05
Post one summary: counts by type, the urgent list, and the drafts.
Drafts only. Sending is the person's call unless they have said otherwise. Never guess at a fix; say what you will check.
The file
---name: support-ticket-triagedescription: "Sort incoming support requests by urgency and type, draft a reply for each, and flag the ones a person must answer."metadata: title: "Triage support requests" category: support tags: [support, email]--- ## When to use this A queue of customer messages -- an inbox, a channel, a helpdesk -- needs sortingbefore anyone answers. ## How 1. Read every open request, oldest first. Note who, what they need, and how long they have waited.2. Sort each into: broken for them now, billing or account, how-do-I, feature request, other. Urgent means blocked, paying, or waiting over a day.3. For each, draft a reply that answers what was asked, in plain words, with the next step and when they will hear back. Link to docs where they exist.4. Flag for a person, without drafting a promise: refunds, legal, security, angry customers, anything about money moving.5. Post one summary: counts by type, the urgent list, and the drafts. Drafts only. Sending is the person's call unless they have said otherwise.Never guess at a fix; say what you will check.