03-task5

# 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 1. **List messages** — fetch recent messages with `slack_list_messages` 2. **Read each in full** — retrieve complete content via `slack_get_message` 3. **Classify sender** — use `contacts_search` / `contacts_get` to determine if internal or external/customer 4. **Assess urgency** — flag as Critical / High / Medium / Low based on impact and time-sensitivity 5. **Route internally** — identify the right team member for each issue; send routing notes via `slack_send_message` (internal only) 6. **Draft customer replies** — for any external-facing response needed, save via `slack_save_draft` 7. **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 ```markdown # 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`