handle-complaint
GitHub端到端处理客户投诉。自动提取上下文，根据客户历史生成语气匹配的回复草稿，并建议运营改进方案。需人工审核发送、退款及关闭工单，确保操作合规与安全。
Trigger Scenarios
Install
npx skills add anthropics/knowledge-work-plugins --skill handle-complaint -g -y
SKILL.md
Frontmatter
{
"name": "handle-complaint",
"description": "Handles an incoming customer complaint end-to-end — pulls context, drafts a response, and suggests an operational fix. Accepts optional email or ticket ID argument.",
"allowed-tools": "Read, WebFetch, Bash"
}
Run the complaint resolution workflow by chaining two skills. Read the complaint, gather context, draft a response, and suggest a fix so it doesn't happen again.
Parse arguments:
EMAIL_OR_TICKET_ID(optional) — Gmail thread ID, HubSpot ticket ID, or "latest" to pull the most recent unresolved complaint. If omitted, ask the owner to paste the complaint text.
Step 1 — Load the complaint (ticket-deflector)
Using the ticket-deflector skill workflow:
- If an ID was given: pull the full thread from Gmail or HubSpot.
- If "latest": pull the most recent unresolved HubSpot ticket or Gmail thread tagged as complaint/support.
- If neither: ask the owner to paste the complaint text directly.
- Identify: customer name, order/account info, what they're upset about, what they're asking for.
Step 2 — Pull context
- Search HubSpot for the customer's history: past purchases, prior complaints, deal stage, lifetime value.
- Search PayPal for relevant transaction: order status, refund history, dispute status.
- Summarize: "This is a {new/returning} customer, ${lifetime_value} in purchases, {0/N} prior complaints. Their current issue is {one sentence}."
Step 3 — Draft response (ticket-deflector)
Using the ticket-deflector skill workflow for tone-matched response:
- Draft a reply matched to the severity and the customer's history:
- First-time complainers with high LTV → empathetic, generous
- Repeat complainers → professional, firm, solution-focused
- Abusive tone → professional, brief, boundary-setting
- Include: acknowledgment, explanation (if known), resolution offer, next step.
- Present the draft to the owner. Do NOT send.
Step 4 — Suggest operational fix (customer-pulse)
- Check if this complaint matches a known theme (from prior
/customer-pulse-checkruns or similar complaints in HubSpot). - If it's a pattern: "This is the {Nth} complaint about {issue} this month. Consider: {specific operational change}."
- If it's isolated: "This looks like a one-off. No pattern detected."
Connector failures
If Gmail and HubSpot are both unreachable, ask the owner to paste the complaint text — the skill works with manual input. If PayPal is missing, skip transaction lookup and note "PayPal not connected — order status unavailable, working from complaint text only."
Approval gates
- Never send a response without explicit owner approval. Drafts only.
- Never issue refunds or credits automatically. Present the option; the owner decides.
- Never close tickets or resolve disputes without owner confirmation.
Output
Present the customer context summary, the drafted response, and any pattern-based operational suggestion. Ask: "Want to send this response, edit it, or handle it differently?"
Version History
- 6f13415 Current 2026-07-05 18:35
