Customer Reply Triage
Classify an inbound support message by intent, urgency, and sentiment, then draft a first response. Use on support email or chat when asked to triage a ticket or draft a reply.
Copy the file into your agent runtime. Cursor loads personal skills from ~/.cursor/skills/customer-reply-triage/SKILL.md and project skills from .cursor/skills/customer-reply-triage/SKILL.md. Claude Code looks in .claude/skills/customer-reply-triage/SKILL.md.
Customer Reply Triage
When to use
Inbound support email or chat needs routing and a fast, on-brand first reply. Triggers: triage this ticket, draft a reply, what's the severity.
What it does
Labels the message with intent (bug, billing, how-to, feature request, churn-risk), urgency (P1–P4), and sentiment. Then drafts a first response that acknowledges, sets expectations, and asks for exactly the missing information needed to resolve.
Steps
- Read the full message and any quoted history.
- Assign intent + urgency + sentiment.
- Route: map intent to the owning team if a routing table is provided; otherwise name the function (billing, eng, success).
- Draft a reply: acknowledge → answer or set expectation → one clear next step.
- Keep the draft under 120 words unless the issue demands detail.
Output
Intent: ... Urgency: P? Sentiment: ... Route to: ... Draft: ...
Guardrails
Never promise a fix date the team has not committed to. For billing or account changes, confirm identity before taking action. Escalate anything mentioning legal, security, or a data breach to P1 regardless of tone.