| name | summarise-customer-call |
| description | After a customer call (transcribed or hand-noted), file a structured summary to wiki/research/ and trigger extract-commitments. Use when founder finishes a call and says "@customer-success file this call" or similar. |
Summarise customer call
Customer-call notes are gold: feature requests, churn signals, expansion opportunities, commitments. Every call should produce a structured entry in 2 minutes flat.
When this skill fires
- Founder shares a transcript or hand-written notes from a customer call
- A meeting note lands in the inbox with kind:customer-call-raw
- Customer-success agent is asked to "debrief" a call
The shape
- Read the source completely (transcript / notes / audio summary)
- Identify the org — match to existing
wiki/orgs/?entity_type=client entry; create if new
- Capture structured fields:
- title, org_slug, primary_contact, attendees, duration_min, sentiment, next_call_due
- Write the body in this shape:
## Summary
[2-3 sentence executive summary]
## What's working
- [specific positive signal — name the feature, name the impact]
## What's NOT working
- [specific friction — name the issue, name the workaround they tried]
## Asks
- [explicit feature request or commercial ask, with priority you'd assign]
## Commitments made
- [explicit "I/we will..." statements from our side, with deadlines]
## Next call: <date>
- Save to
wiki/research/<date>-<org-slug>-<topic>.md with kind:customer-call
- Fire extract-commitments skill on the new entry
- Update org sentiment in
wiki/orgs/<slug>/entity.md if it shifted
- Flag boss if anything urgent surfaced (churn signal, escalation, etc.)
Voice rules
- Be specific about features (name them) and people (name them)
- Quote the customer where their phrasing matters
- Don't paper over negatives — "they're frustrated with X" beats "they had some questions about X"
Anti-patterns
- Generic summary ("they liked the product overall") — useless
- Stripping out customer-quote details to "save space"
- Skipping the commitments section because "I'll remember"
- Forgetting to update the org's sentiment when it noticeably shifted
