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handle-complaint

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Original

English
🇨🇳

Translation

Chinese
Run the complaint resolution workflow by chaining two skills. Read the complaint, gather context, draft a response, and suggest a fix so it doesn't happen again.
Parse arguments:
  • EMAIL_OR_TICKET_ID
    (optional) — Gmail thread ID, HubSpot ticket ID, or "latest" to pull the most recent unresolved complaint. If omitted, ask the owner to paste the complaint text.
通过串联两个skill运行投诉解决工作流。读取投诉内容、收集上下文信息、起草回复，并提出避免问题再次发生的修复建议。
解析参数：
  • EMAIL_OR_TICKET_ID
    （可选）——Gmail对话ID、HubSpot工单ID，或传入"latest"以拉取最新的未解决投诉。若未传入该参数，则请负责人粘贴投诉文本。

Step 1 — Load the complaint (ticket-deflector)

步骤1 — 加载投诉内容（ticket-deflector）

Using the 
ticket-deflector
skill workflow:
  1. If an ID was given: pull the full thread from Gmail or HubSpot.
  2. If "latest": pull the most recent unresolved HubSpot ticket or Gmail thread tagged as complaint/support.
  3. If neither: ask the owner to paste the complaint text directly.
  4. Identify: customer name, order/account info, what they're upset about, what they're asking for.
使用
ticket-deflector
skill工作流：
  1. 若提供了ID：从Gmail或HubSpot拉取完整对话内容。
  2. 若传入"latest"：拉取HubSpot中最新的未解决工单，或Gmail中标记为投诉/支持类的最新对话。
  3. 若两者都未提供：请负责人直接粘贴投诉文本。
  4. 识别信息：客户姓名、订单/账户信息、客户不满点、客户诉求。

Step 2 — Pull context

步骤2 — 拉取上下文信息

  1. Search HubSpot for the customer's history: past purchases, prior complaints, deal stage, lifetime value.
  2. Search PayPal for relevant transaction: order status, refund history, dispute status.
  3. Summarize: "This is a {new/returning} customer, ${lifetime_value} in purchases, {0/N} prior complaints. Their current issue is {one sentence}."
  1. 在HubSpot中搜索客户历史记录：过往购买记录、之前的投诉记录、交易阶段、客户终身价值。
  2. 在PayPal中搜索相关交易信息：订单状态、退款历史、争议状态。
  3. 总结内容："这是一位{新/老}客户，累计消费${lifetime_value}，有{0/N}次过往投诉记录。当前问题为{一句话描述}。"

Step 3 — Draft response (ticket-deflector)

步骤3 — 起草回复（ticket-deflector）

Using the 
ticket-deflector
skill workflow for tone-matched response:
  1. Draft a reply matched to the severity and the customer's history:
    • First-time complainers with high LTV → empathetic, generous
    • Repeat complainers → professional, firm, solution-focused
    • Abusive tone → professional, brief, boundary-setting
  2. Include: acknowledgment, explanation (if known), resolution offer, next step.
  3. Present the draft to the owner. Do NOT send.
使用
ticket-deflector
skill工作流生成匹配语气的回复：
  1. 根据投诉严重程度和客户历史记录起草回复：
    • 首次投诉且高终身价值的客户→共情、大方
    • 重复投诉的客户→专业、坚定、聚焦解决方案
    • 语气恶劣的客户→专业、简洁、明确边界
  2. 回复内容需包含：致谢与确认、问题说明（若已知）、解决方案提议、下一步操作。
  3. 将草稿提交给负责人，请勿发送。

Step 4 — Suggest operational fix (customer-pulse)

步骤4 — 提出运营修复建议（customer-pulse）

  1. Check if this complaint matches a known theme (from prior 
    /customer-pulse-check
    runs or similar complaints in HubSpot).
  2. If it's a pattern: "This is the {Nth} complaint about {issue} this month. Consider: {specific operational change}."
  3. If it's isolated: "This looks like a one-off. No pattern detected."
  1. 检查该投诉是否符合已知主题（来自之前的
    /customer-pulse-check
    运行结果或HubSpot中的类似投诉）。
  2. 若存在规律："本月已有{N}起关于{问题}的投诉。建议：{具体运营调整措施}。"
  3. 若为个案："此为偶发问题，未检测到相关规律。"

Connector failures

连接器故障处理

If Gmail and HubSpot are both unreachable, ask the owner to paste the complaint text — the skill works with manual input. If PayPal is missing, skip transaction lookup and note "PayPal not connected — order status unavailable, working from complaint text only."
若Gmail和HubSpot均无法访问，请负责人粘贴投诉文本——该skill支持手动输入。若PayPal未连接，则跳过交易信息查询，并标注"PayPal未连接——无法获取订单状态，仅基于投诉文本处理。"

Approval gates

审批规则

  • Never send a response without explicit owner approval. Drafts only.
  • Never issue refunds or credits automatically. Present the option; the owner decides.
  • Never close tickets or resolve disputes without owner confirmation.
  • 未经负责人明确批准，绝不能发送回复。仅生成草稿。
  • 绝不能自动处理退款或发放信用额度。仅提供选项，由负责人决定。
  • 未经负责人确认，绝不能关闭工单或解决争议。

Output

输出内容

Present the customer context summary, the drafted response, and any pattern-based operational suggestion. Ask: "Want to send this response, edit it, or handle it differently?"
展示客户上下文总结、起草的回复内容，以及基于规律提出的运营建议。询问："是否发送此回复、编辑回复，或采用其他方式处理？"