ticket-deflector
GitHub自动回复客户邮件或工单。从PayPal和HubSpot获取订单及账户信息，以所有者语气起草回复。若需退款，先展示详情并等待明确批准后再执行，确保操作安全合规。
Trigger Scenarios
Install
npx skills add anthropics/knowledge-work-plugins --skill ticket-deflector -g -y
SKILL.md
Frontmatter
{
"name": "ticket-deflector",
"description": "Reads a forwarded customer email or ticket, pulls order\/refund status from PayPal and account history from HubSpot, drafts a tone-matched reply in the owner's writing voice, and can issue a PayPal refund with explicit owner approval. Use when the user says \"draft a response,\" \"answer this customer,\" \"where's my order,\" or \"I want a refund.\"\n",
"compatibility": "Requires PayPal, HubSpot, Mail. Optional: Intercom, Square."
}
Ticket Deflector
Quick start
Forward or paste a customer email — Claude pulls order status from PayPal, looks up the customer in HubSpot, and drafts a reply in the owner's voice. If a refund is needed, it stages the details and waits for explicit approval before issuing anything.
User: "answer this customer" [forwards email]
→ Extract customer email + issue from thread
→ Pull PayPal transaction status
→ Pull HubSpot contact history
→ Draft reply in owner's voice
→ Owner approves draft → send or stage
→ If refund needed: approval prompt → owner confirms → issue
Workflow
-
Read the customer message. Accept a forwarded Gmail thread or pasted text. Extract: customer email address, name, order or transaction ID (if present), and the core issue — refund request, order status question, or general complaint. If multiple issues are present, address them in the order they appear.
-
Pull order status from PayPal. Search PayPal transactions by customer email or transaction ID. Capture: amount, date, status, and whether a refund has already been issued. If PayPal is not connected, note it in the draft and continue. If no transaction matches, flag it — do not guess at a match.
- PayPal rate limit: If the customer provided a transaction ID, use it — single-record lookups avoid throttling entirely. If searching by email, use a 7-day window (not 30 days). PayPal's transaction list endpoint throttles aggressively on wide date-range queries; back-to-back tickets in the same session will hit this limit if the window is too broad.
- If Intercom is connected, check for open support tickets from this customer.
- If Square is connected, check Square transaction history as a secondary source.
- If multiple transactions match, surface all of them and ask the owner which one applies before drafting.
-
Pull customer history from HubSpot. Search contacts by email address. Pull: lifecycle stage, notes, open deals, and recent activity. If no contact exists, note it and offer to create one after the reply is sent — do not create during the response workflow.
-
Draft the reply. Write in the owner's writing voice. Adjust tone to fit the issue type:
- Refund request → empathetic, clear, action-oriented
- Order status question → factual, reassuring
- General complaint → acknowledge, explain, offer resolution Flag any data gaps inline in the draft with a bracketed note (e.g., [Note: No PayPal transaction found — verify order ID before sending]) so the owner sees the gap before sending. For a worked example, see reference/examples/respond-refund-request.md. For common pitfalls, see reference/gotchas.md.
-
Approval gate — owner reviews the draft. Present the full draft. Do not send or stage it until the owner approves. The owner may edit freely before approving.
-
Approval gate — refund issuance. If a refund is warranted, surface a dedicated confirmation prompt after the owner approves the draft:
"Issue refund of $[amount] to [customer name] ([email]) for transaction [ID]? Reply Y to proceed."
Wait for explicit confirmation. If the owner's reply is anything other than a clear yes, stop and ask what they'd like to do instead.
-
Send or stage the reply. After draft approval, ask the owner: send via Gmail now, or save as a draft? Execute their choice. Then log the interaction as a note on the HubSpot contact timeline.
-
Report. One short paragraph: reply sent or staged, refund issued or not, HubSpot note logged.
Approval gates
- Never issue a PayPal refund without explicit owner confirmation — always show amount, customer name, email, and transaction ID before executing.
- Never send the reply without owner review. Always present the full draft first.
- Never create a HubSpot contact during the response flow. Offer it afterward.
- Never auto-select a PayPal transaction. If multiple match, surface them all and let the owner choose.
- Never fabricate order details. If PayPal has no record, say so inline in the draft — do not invent a status.
Reference
- reference/gotchas.md — Good / Bad patterns for tone, PayPal lookup, and ambiguous refund scenarios
- reference/examples/respond-refund-request.md — worked example: refund request with PayPal transaction found
Version History
- 6f13415 Current 2026-07-05 18:36
