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ticket-deflector

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Ticket Deflector

Ticket Deflector

Quick start

快速开始

Forward or paste a customer email — Claude pulls order status from PayPal, looks up the customer in HubSpot, and drafts a reply in the owner's voice. If a refund is needed, it stages the details and waits for explicit approval before issuing anything.
User: "answer this customer" [forwards email]
→ Extract customer email + issue from thread
→ Pull PayPal transaction status
→ Pull HubSpot contact history
→ Draft reply in owner's voice
→ Owner approves draft → send or stage
→ If refund needed: approval prompt → owner confirms → issue
转发或粘贴客户邮件——Claude会从PayPal获取订单状态，在HubSpot中查找客户信息，并模仿账户所有者的语气起草回复。若需退款，工具会先整理好相关细节，等待明确批准后再执行操作。
User: "answer this customer" [forwards email]
→ Extract customer email + issue from thread
→ Pull PayPal transaction status
→ Pull HubSpot contact history
→ Draft reply in owner's voice
→ Owner approves draft → send or stage
→ If refund needed: approval prompt → owner confirms → issue

Workflow

工作流程

  1. Read the customer message. Accept a forwarded Gmail thread or pasted text. Extract: customer email address, name, order or transaction ID (if present), and the core issue — refund request, order status question, or general complaint. If multiple issues are present, address them in the order they appear.
  2. Pull order status from PayPal. Search PayPal transactions by customer email or transaction ID. Capture: amount, date, status, and whether a refund has already been issued. If PayPal is not connected, note it in the draft and continue. If no transaction matches, flag it — do not guess at a match.
    • PayPal rate limit: If the customer provided a transaction ID, use it — single-record lookups avoid throttling entirely. If searching by email, use a 7-day window (not 30 days). PayPal's transaction list endpoint throttles aggressively on wide date-range queries; back-to-back tickets in the same session will hit this limit if the window is too broad.
    • If Intercom is connected, check for open support tickets from this customer.
    • If Square is connected, check Square transaction history as a secondary source.
    • If multiple transactions match, surface all of them and ask the owner which one applies before drafting.
  3. Pull customer history from HubSpot. Search contacts by email address. Pull: lifecycle stage, notes, open deals, and recent activity. If no contact exists, note it and offer to create one after the reply is sent — do not create during the response workflow.
  4. Draft the reply. Write in the owner's writing voice. Adjust tone to fit the issue type:
    • Refund request → empathetic, clear, action-oriented
    • Order status question → factual, reassuring
    • General complaint → acknowledge, explain, offer resolution Flag any data gaps inline in the draft with a bracketed note (e.g., [Note: No PayPal transaction found — verify order ID before sending]) so the owner sees the gap before sending. For a worked example, see reference/examples/respond-refund-request.md. For common pitfalls, see reference/gotchas.md.
  5. Approval gate — owner reviews the draft. Present the full draft. Do not send or stage it until the owner approves. The owner may edit freely before approving.
  6. Approval gate — refund issuance. If a refund is warranted, surface a dedicated confirmation prompt after the owner approves the draft:
    "Issue refund of $[amount] to [customer name] ([email]) for transaction [ID]? Reply Y to proceed."
    Wait for explicit confirmation. If the owner's reply is anything other than a clear yes, stop and ask what they'd like to do instead.
  7. Send or stage the reply. After draft approval, ask the owner: send via Gmail now, or save as a draft? Execute their choice. Then log the interaction as a note on the HubSpot contact timeline.
  8. Report. One short paragraph: reply sent or staged, refund issued or not, HubSpot note logged.
  1. 读取客户消息。接收转发的Gmail线程或粘贴的文本。提取：客户邮箱地址、姓名、订单或交易ID（如有），以及核心问题——退款请求、订单状态查询或一般性投诉。若存在多个问题，按出现顺序逐一处理。
  2. 从PayPal获取订单状态。通过客户邮箱或交易ID搜索PayPal交易记录。获取：金额、日期、状态，以及是否已发起退款。若未连接PayPal，在草稿中注明并继续流程。若无匹配交易，标记该情况——切勿猜测匹配项。
    • PayPal速率限制：若客户提供了交易ID，使用该ID查询——单条记录查询可完全避免限流。若通过邮箱搜索，使用7天时间窗口（而非30天）。PayPal的交易列表端点对宽日期范围查询限流严格；若会话中连续处理工单，时间窗口过宽会触发限流。
    • 若已连接Intercom，检查该客户是否有未关闭的支持工单。
    • 若已连接Square，将Square交易记录作为次要来源进行查询。
    • 若存在多条匹配交易，全部列出并询问所有者应使用哪一条后再起草回复。
  3. 从HubSpot获取客户历史记录。通过邮箱地址搜索联系人。获取：生命周期阶段、备注、未结交易和近期活动。若不存在联系人，注明该情况并提出在回复发送后创建联系人——切勿在回复流程中创建。
  4. 起草回复。模仿账户所有者的语气撰写回复。根据问题类型调整语气：
    • 退款请求→共情、清晰、注重行动
    • 订单状态查询→事实准确、令人安心
    • 一般性投诉→表示认可、解释情况、提供解决方案 在草稿中用括号标注任何数据缺口（例如：[注：未找到PayPal交易记录——发送前请核实订单ID]），以便所有者发送前看到该缺口。工作示例请查看reference/examples/respond-refund-request.md。常见问题请查看reference/gotchas.md。
  5. 审批环节——所有者审核草稿。展示完整草稿。获得所有者批准前切勿发送或暂存。所有者可在批准前自由编辑。
  6. 审批环节——发起退款。若需退款，在所有者批准草稿后显示专门的确认提示：
    “是否向[客户姓名]（[邮箱]）发起金额为$[金额]的退款，对应交易ID为[ID]？回复Y继续。”
    等待明确确认。若所有者回复并非明确的“是”，停止操作并询问其下一步需求。
  7. 发送或暂存回复。草稿获批后，询问所有者：立即通过Gmail发送，还是保存为草稿？执行其选择。随后将该交互记录为HubSpot联系人时间线上的备注。
  8. 报告。一段简短说明：回复已发送/暂存、是否发起退款、已在HubSpot记录备注。

Approval gates

审批规则

  • Never issue a PayPal refund without explicit owner confirmation — always show amount, customer name, email, and transaction ID before executing.
  • Never send the reply without owner review. Always present the full draft first.
  • Never create a HubSpot contact during the response flow. Offer it afterward.
  • Never auto-select a PayPal transaction. If multiple match, surface them all and let the owner choose.
  • Never fabricate order details. If PayPal has no record, say so inline in the draft — do not invent a status.
  • 未经所有者明确确认，切勿发起PayPal退款——执行前务必显示金额、客户姓名、邮箱和交易ID。
  • 未经所有者审核，切勿发送回复。务必先展示完整草稿。
  • 切勿在回复流程中创建HubSpot联系人。在回复后提出创建。
  • 切勿自动选择PayPal交易。若存在多条匹配记录，全部列出并让所有者选择。
  • 切勿编造订单详情。若PayPal无记录，在草稿中注明——切勿虚构状态。

Reference

参考资料

  • reference/gotchas.md — Good / Bad patterns for tone, PayPal lookup, and ambiguous refund scenarios
  • reference/examples/respond-refund-request.md — worked example: refund request with PayPal transaction found
  • reference/gotchas.md — 语气、PayPal查询及模糊退款场景的正确/错误范例
  • reference/examples/respond-refund-request.md — 工作示例：找到PayPal交易记录的退款请求处理