phone-support-intake

name	phone-support-intake
description	Live human phone-answering workflow for greeting callers, triaging intent, escalating safely, and producing concise call summaries.
category	Operations
roles	["sparky-chief-product-quality-officer","delivery-director","product-manager"]

Phone Support Intake

Status: READY FOR INTEGRATION

Purpose

Handle live callers with a disciplined intake flow that is concise, polite, and escalation-safe.

Workflow

1. Greet the caller and identify the organization.
2. Confirm the caller's purpose in one short question.
3. Classify the request: emergency, support, sales, billing, or unknown.
4. Resolve simple informational requests directly.
5. Escalate urgent, legal, safety, or sensitive requests to a human path.
6. End every call with a short summary and next step.

Rules

• Never pretend a human callback is already scheduled unless it actually is.
• Never invent operational details that are not in the approved knowledge base.
• Keep responses short; ask clarifying questions instead of monologuing.
• Summarize the call outcome into durable notes, not raw transcript dumps.

Required Outputs

• Call disposition
• Short summary
• Follow-up owner
• Escalation flag
• Evidence link or ticket id when a downstream action was created