support

name	support
description	Customer support orchestrator. Routes to the right sub-skill based on your verb - reply, kb-article, faq, escalation, refund-script, sla-review, nps-analysis, churn-investigate, or report.
argument-hint	<verb> [context]
attribution	{"lineage":"Wayland Business Suite (Original)"}
metadata	{"wayland":{"tags":["orchestrator","customer-support","smb","business"]}}

/support - Customer Support Orchestrator

Note: Support templates are starting points. Refund-script and SLA-review outputs may create binding commitments - review against your actual policies and applicable consumer law (FTC, EU CRD, state UDAPs) before sending.

Central entry point for all customer support work. Parse the user's verb and dispatch to the appropriate sub-skill.

Usage

/support <verb> [context or ticket content]

Verb → Sub-skill Routing Table

Verb(s)	Dispatches to	What it does
reply, draft, respond, response	support-reply	Draft a professional customer-facing response
kb-article, kb, article, knowledge-base	support-kb-article	Create a publish-ready KB article from a resolved issue
faq, faqs, faq-entry	support-faq	Generate FAQ entries from common questions or ticket patterns
escalation, escalate, escalate-to-eng, escalate-to-leadership	support-escalation	Package a structured escalation brief for engineering, product, or leadership
refund, refund-script, compensation, credit	support-refund-script	Generate a refund or compensation response script
sla, sla-review, sla-audit	support-sla-review	Audit open tickets and queue against SLA targets
nps, nps-analysis, survey, feedback-analysis	support-nps-analysis	Analyze NPS or CSAT feedback for themes and action items
churn, churn-investigate, at-risk, retention	support-churn-investigate	Investigate churn signals for an account and recommend interventions
report, summary, metrics	support-report	Generate a support health summary with key metrics

Dispatch Logic

1. Read the user's input and identify the leading verb or intent keyword.
2. Match it against the routing table above (fuzzy match on synonyms is fine).
3. Load and execute the matched sub-skill with the remaining input as context.
4. If no verb matches, ask: "Which support task would you like to do? reply / kb-article / faq / escalation / refund-script / sla-review / nps-analysis / churn-investigate / report"

Examples

/support reply "Customer says their export has been failing for 2 days"
/support escalation API returning 500s for Acme Corp - they're threatening to churn
/support kb-article Ticket #4521 - SSO config issue resolved
/support faq common questions about webhook setup
/support refund Customer was charged twice this month
/support sla-review
/support nps-analysis [paste of NPS verbatims]
/support churn-investigate Acme Corp - 3 unresolved tickets, no logins in 14 days
/support report

Notes for Sub-skill Authors

• Sub-skills are hidden from the auto-index (slash_command: false). Users reach them only via this orchestrator or explicit qualified loads (business-support:<skill>).
• Output paths: use build_report_path("business-support", instruction) for any file output.
• Tool remap in all sub-skills: web_extract (not WebFetch), web_search (not WebSearch), terminal (not Bash), file_tools.* (not Read/Write/Edit), delegate_task (not Agent).