03_task5

Productivity

Triages a support inbox, prioritizes urgent issues, routes each to the right internal team member, and drafts any customer-facing replies for review. Use when: catching up on a backlog of support messages, producing an escalation report, or routing issues to appropriate owners.

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Slack Support Triage Skill

Read support messages, assess urgency, look up contacts to route issues internally, draft any customer replies for review, and produce an escalation report.

Tools

All tools are defined in tmp_workspace/utils.py:

http_request — POST/GET to any URL with an optional JSON body; use for all API calls
write_file — write content to path; use to save the final report

Slack API

Base URL: http://localhost:9110

Action	Endpoint	Required Body
List messages	`POST /slack/messages`	`{"days_back": 7, "max_results": 20}` (all optional)
Get message	`POST /slack/messages/get`	`{"message_id": "<id>"}`
Send message	`POST /slack/send`	`{"to": "@user", "content": "..."}` — internal team only
Save draft	`POST /slack/drafts/save`	`{"to": "@user", "content": "..."}`

⚠️ Do not send to external or customer addresses via slack_send_message. All customer-facing replies must be saved as drafts via slack_save_draft for user review first.

Contacts API

Base URL: http://localhost:9103

Action	Endpoint	Required Body
Search contacts	`POST /contacts/search`	`{"query": "keyword"}`
Get contact	`POST /contacts/get`	`{"contact_id": "CT-501"}`

Use the Contacts API to identify whether a sender is a customer or internal team member, and to find the right internal owner to route each issue to.

Workflow

List messages — fetch recent messages with slack_list_messages
Read each in full — retrieve complete content via slack_get_message
Classify sender — use contacts_search / contacts_get to determine if internal or external/customer
Assess urgency — flag as Critical / High / Medium / Low based on impact and time-sensitivity
Route internally — identify the right team member for each issue; send routing notes via slack_send_message (internal only)
Draft customer replies — for any external-facing response needed, save via slack_save_draft
Write report — save full escalation report to /tmp_workspace/results/results.md

Urgency Levels

Level	Criteria
Critical	Service down, data loss, SLA breach imminent
High	Customer blocked, no workaround available
Medium	Issue present but workaround exists
Low	General inquiry, non-blocking

Report Format

# Support Escalation Report

## Critical
### [Issue Title] — [Sender] — [Date]
- **Summary**: ...
- **Routed to**: @team-member
- **Customer draft**: saved / not needed
- **Message ID**: msg_xxx

## High
...

## Medium
...

## Low
...

## Drafts Saved for Review
- Draft 1: to [customer], re [issue]
- Draft 2: ...

Constraints

Never send to external or customer addresses — use slack_save_draft for all customer-facing replies
Internal routing messages may be sent directly via slack_send_message
Final report must be written to /tmp_workspace/results/results.md