Support Email Triage

Triage a single inbound support email and hand back a clear decision plus a ready-to-send draft reply. The InTouch AI assistant loads this skill as a prompt and follows it — there is no code to install or configure.

What it does

Given one support email, the skill:

1. Reads the full message (including quoted thread and signature) and strips boilerplate.
2. Assigns an urgency — Critical, High, Normal, or Low — and quotes the phrase that justified it.
3. Classifies a category (Billing, Technical, Account/Login, Onboarding, Bug Report, Feature Request, Sales/Upgrade, Feedback, Other).
4. Suggests an owner / queue with a one-line reason, mapped to your team list when provided.
5. Surfaces action signals — refunds, resets, callbacks, named deadlines, customers waiting on a prior reply.
6. Writes a draft reply that acknowledges the specific problem, states the next step, asks for any missing info, and matches the urgency in tone — without promising fixes or refunds it cannot verify.

What to feed it

The inbound email as text, ideally with from, subject, body, and received. You may also pass:

• team — available owners/queues and their specialties, so the owner suggestion maps to real queues.
• sla — plan tier or "priority customer" hint to sharpen the urgency call.

Missing fields are fine; the skill works from whatever is present and never invents facts.

What it returns

A compact two-part response:

• TRIAGE — urgency (with quoted evidence), category, suggested owner + reason, action signals, and a one-sentence summary.
• DRAFT REPLY — a Subject: Re: … line and a send-ready reply body whose only placeholder is [Your name].

Typical uses

• Auto-triage of a shared support inbox before a human picks up the ticket.
• A first-pass classifier feeding routing rules or an InTouch job that files tickets by category.
• Drafting consistent first replies so agents edit instead of writing from scratch.