business-os-support-workflow

name	business-os-support-workflow
description	Use when CTOX handles a Business OS Support conversation and must summarize, classify, draft, or propose the next support action through typed Business OS writeback.

Business OS Support Workflow

Use this skill for CTOX work launched from the Business OS Support app.

Core Rule

Support work is durable Business OS work. Do not treat the prompt as a private chatbot request and do not send external replies directly.

Read the supplied record_snapshot, then produce any structured Support result through the advertised writeback_contract:

support.agent.writeback

If a Business OS MCP Channel is available, use business_os.list_module_actions for module support, then propose or execute support.agent.writeback only within the server's policy. If MCP is not available, write the structured result in the final response so CTOX can capture it through the normal Harness review path.

Allowed Suggestions

Allowed suggestion_kind values:

• summary
• draft_reply
• classification
• next_action
• customer_update
• ticket_action

Every writeback must include:

• conversation_id
• source_command_id
• task_id when known
• suggestion_kind
• summary
• payload
• confidence
• required_human_action

Use required_human_action: "human_send_required" for reply drafts. Reply drafts are never external sends.

Workflow

1. Identify the customer issue, channel, status, priority, and latest inbound request from the snapshot.
2. Check Support notes, conversation events, related ticket, and recent communication messages before proposing action.
3. Produce a concise summary and risk assessment.
4. If drafting a reply, keep it factual, short, and ready for human review.
5. If suggesting state changes, label them as suggestions only.
6. Never claim that the conversation is resolved, sent, assigned, or updated unless the Business OS command result confirms it.

Boundaries

Do not:

• write raw RxDB records
• call HTTP endpoints as a data bridge
• send email, WhatsApp, Teams, or Jami messages
• invent customer or ticket records
• bypass approval or Support permissions

Prefer a small suggestion with clear evidence over a broad unsupported action.