pilot-customer-support-triage-setup

# Customer Support Triage Setup Deploy 3 agents that classify, auto-resolve, and escalate support tickets. ## Roles | Role | Hostname | Skills | Purpose | |------|----------|--------|---------| | triage-bot | `<prefix>-triage-bot` | pilot-event-filter, pilot-priority-queue, pilot-task-router | Classifies tickets by urgency and routes to handler | | resolver | `<prefix>-resolver` | pilot-task-router, pilot-receipt, pilot-audit-log | Auto-resolves routine queries from knowledge base | | escalator | `<prefix>-escalator` | pilot-webhook-bridge, pilot-slack-bridge, pilot-alert | Enriches and escalates complex issues to humans | ## Setup Procedure **Step 1:** Ask the user which role this agent should play and what prefix to use. **Step 2:** Install the skills for the chosen role: ```bash # For triage-bot: clawhub install pilot-event-filter pilot-priority-queue pilot-task-router # For resolver: clawhub install pilot-task-router pilot-receipt pilot-audit-log # For escalator: clawhub install pilot-webhook-bridge pilot-slack-bridge pilot-alert ``` **Step 3:** Set the hostname: ```bash pilotctl --json set-hostname <prefix>-<role> ``` **Step 4:** Write the setup manifest: ```bash mkdir -p ~/.pilot/setups cat > ~/.pilot/setups/customer-support-triage.json << 'MANIFEST' <role-specific manifest from templates below> MANIFEST ``` **Step 5:** Tell the user to initiate handshakes with direct communication peers. ## Manifest Templates Per Role ### triage-bot ```json { "setup": "customer-support-triage", "setup_name": "Customer Support Triage", "role": "triage-bot", "role_name": "Triage Bot", "hostname": "<prefix>-triage-bot", "description": "Receives incoming support tickets, classifies by urgency and category, routes to the right handler.", "skills": { "pilot-event-filter": "Filter and classify incoming tickets by urgency (low/medium/high/critical) and category (billing/technical/account).", "pilot-priority-queue": "Queue tickets by priority so critical issues are routed immediately.", "pilot-task-router": "Route classified tickets to resolver for routine issues or escalator for complex ones." }, "peers": [ { "role": "resolver", "hostname": "<prefix>-resolver", "description": "Handles routine tickets with knowledge base lookups" }, { "role": "escalator", "hostname": "<prefix>-escalator", "description": "Handles complex tickets requiring human attention" } ], "data_flows": [ { "direction": "send", "peer": "<prefix>-resolver", "port": 1002, "topic": "ticket-routine", "description": "Routine tickets for automated resolution" }, { "direction": "send", "peer": "<prefix>-escalator", "port": 1002, "topic": "ticket-complex", "description": "Complex tickets requiring human attention" } ], "handshakes_needed": ["<prefix>-resolver", "<prefix>-escalator"] } ``` ### resolver ```json { "setup": "customer-support-triage", "setup_name": "Customer Support Triage", "role": "resolver", "role_name": "Auto-Resolver", "hostname": "<prefix>-resolver", "description": "Handles routine queries using knowledge base lookups -- order status, FAQs, password resets.", "skills": { "pilot-task-router": "Match incoming ticket category to the appropriate knowledge base article or resolution workflow.", "pilot-receipt": "Send resolution confirmation back to the triage bot for tracking.", "pilot-audit-log": "Log every auto-resolution with ticket ID, category, and resolution method for compliance." }, "peers": [ { "role": "triage-bot", "hostname": "<prefix>-triage-bot", "description": "Sends routine tickets for auto-resolution" } ], "data_flows": [ { "direction": "receive", "peer": "<prefix>-triage-bot", "port": 1002, "topic": "ticket-routine", "description": "Routine tickets for automated resolution" } ], "handshakes_needed": ["<prefix>-triage-bot"] } ``` ### escalator ```json { "setup": "customer-support-triage", "setup_name": "Customer Support Triage", "role": "escalator", "role_name": "Escalation Agent", "hostname": "<prefix>-escalator", "description": "Takes complex issues, enriches with customer history and context, forwards to human support via webhook or Slack.", "skills": { "pilot-webhook-bridge": "Forward enriched tickets to the helpdesk system (Zendesk, Freshdesk, etc.) via webhook.", "pilot-slack-bridge": "Post escalation summaries to the support team Slack channel with ticket context.", "pilot-alert": "Send urgent alerts for critical-priority tickets that need immediate human response." }, "peers": [ { "role": "triage-bot", "hostname": "<prefix>-triage-bot", "description": "Sends complex tickets that need human attention" } ], "data_flows": [ { "direction": "receive", "peer": "<prefix>-triage-bot", "port": 1002, "topic": "ticket-complex", "description": "Complex tickets requiring human attention" }, { "direction": "send", "peer": "external", "port": 443, "topic": "escalation", "description": "Escalated tickets to helpdesk and Slack" } ], "handshakes_needed": ["<prefix>-triage-bot"] } ``` ## Data Flows - `triage-bot -> resolver` : ticket-routine (port 1002) - `triage-bot -> escalator` : ticket-complex (port 1002) - `escalator -> external` : escalation via webhook (port 443) ## Handshakes ```bash # triage-bot handshakes with resolver and escalator: pilotctl --json handshake <prefix>-resolver "setup: customer-support-triage" pilotctl --json handshake <prefix>-escalator "setup: customer-support-triage" # resolver and escalator handshake back with triage-bot: pilotctl --json handshake <prefix>-triage-bot "setup: customer-support-triage" pilotctl --json handshake <prefix>-triage-bot "setup: customer-support-triage" ``` ## Workflow Example ```bash # On resolver -- subscribe to routine tickets: pilotctl --json subscribe <prefix>-triage-bot ticket-routine # On escalator -- subscribe to complex tickets: pilotctl --json subscribe <prefix>-triage-bot ticket-complex # On triage-bot -- route a routine ticket: pilotctl --json publish <prefix>-resolver ticket-routine '{"ticket_id":"TK-4821","category":"account","urgency":"low","subject":"Password reset"}' # On triage-bot -- route a complex ticket: pilotctl --json publish <prefix>-escalator ticket-complex '{"ticket_id":"TK-4822","category":"technical","urgency":"critical","subject":"Data loss in production"}' ``` ## Dependencies Requires `pilot-protocol` skill, `pilotctl` binary, `clawhub` binary, and a running daemon.