← all plugins

1. ▌
   cx-churn-signal · rulebase-co

   Use to find cancellation, downgrade and switching intent in support conversations, and to be honest about how much of your churn support can actually see. Trigger for "which customers are at risk of leaving", "find cancellation intent", "customers asking how to export their data", "top reasons customers asked to close their account", competitor mentions, or building a churn early-warning signal from support data.
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2. ▌
   rulebase-setup · rulebase-co bundle

   Use to get access to Rulebase and connect an AI client to it — signing up, finding your data region, installing the Rulebase MCP server in Claude Code, Claude Desktop or Cursor, and creating an API key for the REST API. Trigger for "connect Claude to Rulebase", "install the Rulebase MCP", "set up the Rulebase connector", "create a Rulebase API key", "how do I sign up for Rulebase", "Rulebase returns 401", "no token provided", or when Rulebase tools are missing from a session.
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3. ▌
   cx-nrr-attribution · rulebase-co

   Use when support or CS is being asked to claim a share of net revenue retention, expansion or churn reduction, to work out what can honestly be attributed and what cannot. Trigger for "how much NRR can support claim", "prove support's revenue impact", "attribute retention to CS", support ROI for a board deck, or two teams claiming the same expansion.
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4. ▌
   cx-revenue-at-risk · rulebase-co

   Use to quantify the revenue exposed by unresolved support failures, complaints and escalations without inflating the number. Trigger for "how much revenue is at risk", "what are these support failures costing us", "revenue behind our open escalations", building a business case for fixing a support problem, or a revenue-at-risk figure that looks too large to believe.
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5. ▌
   cx-erasure-plan · rulebase-co bundle

   Use to build a data-subject erasure plan for support conversations — GDPR right to erasure, CCPA deletion, right to be forgotten. Trigger for "delete this customer's data", DSR or SAR erasure request, GDPR deletion from our helpdesk, redacting personal data from tickets, or working out what can and cannot be erased.
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6. ▌
   cx-expansion-signal · rulebase-co

   Use to find upgrade, seat-growth and new-use-case signals that customers give support and nobody routes anywhere. Trigger for "find upsell opportunities in support", "customers hitting plan limits", "which accounts are asking about enterprise features", expansion signals from tickets, or support-sourced pipeline.
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7. ▌
   cx-ai-disclosure · rulebase-co

   Use to design and audit how customers are told they are interacting with AI, or that AI was involved in a decision about them, and to evidence that it happened. Trigger for "do we tell customers it's a bot", "AI disclosure requirements", "should the bot say it's not human", "customer asked if they were talking to a person", AI transparency obligations, or evidencing that an AI-assisted decision was explained.
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8. ▌
   cx-case-timeline · rulebase-co

   Use to reconstruct what actually happened to one customer across every conversation, channel and handoff, for an escalation, complaint, post-mortem or goodwill decision. Trigger for "build a timeline for this customer", "what happened on this case", "summarize the back-and-forth before I decide", "when were they first told", escalation summaries, complaint investigations, or a case spanning several tickets.
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9. ▌
   cx-wip-limits · rulebase-co

   Use to set concurrency and work-in-progress limits for support teams — chat concurrency, personal WIP on async work, and limits as quality protection rather than arbitrary caps. Trigger for "how many chats per agent", "concurrency settings", "WIP limits", "agents juggling too many tickets", async backlog per person, or quality dropping as concurrent load rises.
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10. ▌
    cx-complaints-sla · rulebase-co bundle

    Use to compute and monitor regulated complaint deadlines — acknowledgement, holding response, final response — against business-day calendars, and to find cases about to breach. Trigger for "are we meeting our complaint deadlines", "complaint SLA breaches", "final response deadline", "which complaints are about to breach", complaint ageing reports, or building a complaints deadline monitor.
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11. ▌
    cx-macro-audit · rulebase-co

    Use to audit canned responses, macros, templates and saved replies for staleness, contradictions, overuse and gaps. Trigger for "audit our macros", "are our canned responses up to date", "which templates do agents actually use", macro sprawl, template cleanup, conflicting saved replies, or before migrating macros to a new helpdesk.
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12. ▌
    cx-support-led-growth · rulebase-co

    Use to find where support can drive adoption, referral and retention without turning into a sales channel, and to measure whether it worked. Trigger for "can support drive growth", "support-led growth programme", "should agents mention other features", advocacy and referral from support, adoption nudges in support conversations, or a support team being given a revenue target.
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13. ▌
    rulebase-work-items · rulebase-co bundle

    Use to push back-office work into Rulebase over the REST API so it can be evaluated like a conversation, with a dry-run plan, idempotent external ids and an audit log. Trigger for "send our back-office work to Rulebase", "push work items", "QA our operations team", "get case work into Rulebase", disputes or KYC queues with no customer on the line, or duplicate work items appearing after a re-run.
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14. ▌
    cx-change-evidence · rulebase-co

    Use to prove that a support process, policy or script change actually took effect — when, for whom, and whether behaviour followed — rather than that it was approved. Trigger for "prove we made that change", "when did this policy actually change", "did the team adopt the new process", evidencing remediation, "we told everyone" claims, or a change that was signed off and never landed.
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15. ▌
    cx-control-testing · rulebase-co

    Use to test whether a support control actually operates, the way an auditor would test it, rather than confirming it exists on paper. Trigger for "test our controls", "does this control actually work", second-line assurance over support, control effectiveness testing, preparing for an internal audit, or a control that passed review and then failed in practice.
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16. ▌
    cx-dispute-quality · rulebase-co

    Use to audit how payment disputes, chargebacks and unrecognised-transaction claims are handled against scheme deadlines and evidence standards. Trigger for "audit our dispute handling", "chargeback quality review", "are we meeting scheme deadlines", unrecognised transaction claims, provisional credit decisions, or a customer complaining their dispute was rejected unfairly.
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17. ▌
    cx-effort-score · rulebase-co

    Use to measure customer effort from behavioural signals instead of CES surveys, and to audit whether a composite effort score is honest. Trigger for "customer effort score", "behavioural CES", effort without survey, repeat contacts and channel switches, transfers and reopens, or "our CES doesn't match operational data".
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18. ▌
    cx-queue-design · rulebase-co

    Use to design support queues and the skill taxonomy routing rules depend on — not as an org chart mirror, but as staffable combinations of skill, priority and channel. Trigger for "how should we structure our queues", "too many queues", "queue design", "routing taxonomy", "catch-all queue growing", overflow rules, or redesigning queue structure before changing routing rules.
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19. ▌
    cx-voice-qa · rulebase-co

    Use to set up or fix quality assurance for voice/phone support, including transcript-based and AI-graded call QA. Trigger for "QA our calls", "score phone conversations", call transcription accuracy for QA, diarisation or speaker attribution problems, word error rate, grading calls from transcripts, or adapting a chat/email QA scorecard to voice.
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20. ▌
    cx-onboarding-friction · rulebase-co

    Use to find the activation blockers visible in support contacts from new customers, before they show up in retention numbers months later. Trigger for "why aren't new customers activating", "what do new customers contact us about", onboarding drop-off, time-to-value analysis, first-90-days support experience, or a retention problem that traces back to activation.
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21. ▌
    cx-renewal-risk-review · rulebase-co

    Use to build an account's cumulative support record ahead of a renewal or QBR, so the review reflects the whole relationship rather than the most recent ticket. Trigger for "prepare for this renewal", "what has this account's support experience been", "which accounts are at risk before renewal", QBR preparation, account health review, or an account that renewed badly with no warning.
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22. ▌
    cx-data-flow-review · rulebase-co

    Use to map where support conversation data actually goes — systems, vendors, countries, AI providers — and compare it against what the privacy notice and records say. Trigger for "where does our support data go", "map our data flows", "which vendors process our conversations", cross-border transfer review, ROPA accuracy for support, or a new tool that was connected without a review.
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23. ▌
    cx-disclosure-audit · rulebase-co

    Use to check that required disclosures, consents and notices were actually given in support conversations — the right wording, at the right point, through a channel the customer could act on. Trigger for "did we give the required disclosure", "are we capturing consent properly", "recording notification audit", "check our mandatory notices", disclosure compliance, or a complaint that a customer was not told something.
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24. ▌
    cx-third-party-risk · rulebase-co

    Use to review how an outsourcer, BPO or vendor handles your customer data and meets your conduct obligations, using evidence from the work rather than from their questionnaire answers. Trigger for "review our BPO's data handling", "vendor risk assessment for our outsourcer", "are our partners compliant", third-party oversight, outsourcing due diligence, or a supplier audit of a support vendor.
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25. ▌
    cx-cost-to-serve · rulebase-co

    Use to build a defensible cost per contact and cost to serve by driver, channel or customer segment, for automation business cases and budget decisions. Trigger for "what does a ticket cost us", "cost per contact", "what would automating this save", "cost to serve by segment", building a business case for a bot or a process change, or a savings claim that looks too good.
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26. ▌
    cx-routing-audit · rulebase-co

    Use to find where support routing is failing — misrouted contacts, reassignment chains, unassigned work, and queues nobody owns. Trigger for "why do tickets bounce between teams", "are we routing correctly", "tickets sitting unassigned", "how many tickets get reassigned", ticket ping-pong, or reviewing routing rules and queue design.
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27. ▌
    cx-skills-matrix · rulebase-co

    Maps support capabilities, plans cross-training, and sizes multi-skilling against real proficiency and routing cost.
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28. ▌
    cx-survey-design · rulebase-co bundle

    Use to design or fix a customer support survey — CSAT, NPS, or CES — and to diagnose response bias. Trigger for "design a CSAT survey", "our CSAT doesn't match reality", "should we use NPS", survey response rate, non-response bias, survey timing or scale choice, comparing satisfaction across teams or channels, or interpreting a satisfaction trend.
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29. ▌
    cx-team-topology · rulebase-co

    Use to decide how to split a growing support organisation — by product, segment, channel, or complexity — and when pods beat shared queues, accounting for coordination cost. Trigger for "team topology", "how should we split the team", "organise support by product or queue", "when to create pods", "support team structure", growing headcount, or coordination overhead between sites.
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30. ▌
    cx-cost-of-poor-quality · rulebase-co

    Use to quantify what support quality failures cost — rework, credits, escalation handling, complaints and churn — with the causal limits stated. Trigger for "what do our quality failures cost", "cost of rework in support", "business case for improving quality", "how much is bad support costing us", or a quality investment that needs a number attached.
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31. ▌
    rulebase-upload-calls · rulebase-co bundle

    Use to push call recordings into Rulebase over the REST API when the phone system has no native connection, in reviewed batches with a dry-run plan, resume and audit log. Trigger for "upload calls to Rulebase", "import call recordings", "backfill our call history into Rulebase", "get XCally calls into Rulebase", "Rulebase isn't seeing our calls", or bulk-ingesting audio for QA evaluation.
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32. ▌
    cx-backlog-triage · rulebase-co

    Use to analyse a support backlog and find the conversations actually at risk — never-touched tickets, work stalled on your side, customers stranded with a bot, and unassigned open work. Trigger for "report on our open tickets", "daily outstanding tickets report", "how many tickets have we not responded to", "find tickets waiting on us", "customers stuck with a bot and no human", aging backlog, or a backlog that keeps growing.
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33. ▌
    cx-career-pathing · rulebase-co

    Use to design support career progression with IC and lead tracks, skill gates instead of tenure alone, and paths that do not treat leaving the phones as the only promotion. Trigger for "career pathing", "progression framework for support", "IC track", "how do agents get promoted", "support ladder", "team lead vs senior agent", or fixing promotion bottlenecks and title inflation.
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34. ▌
    cx-hiring-profile · rulebase-co

    Use to define what actually predicts support performance in your organisation and build a hiring profile around validated predictors — structured work samples, not vibes. Trigger for "hiring profile", "what should we look for in support hires", "interview scorecard for agents", "reduce bad hires", "work sample test", screening criteria review, or checking whether your interview process predicts ramp and QA.
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35. ▌
    cx-incident-comms · rulebase-co

    Use to run customer support communications during an outage or major incident — banners, macros, status page, volume planning, and postmortem inputs. Trigger for "incident comms playbook", "support during outage", status page and help centre banner, macro for widespread issue, staffing surge, or freeze non-incident work.
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36. ▌
    cx-customer-health-score · rulebase-co

    Use to design or audit the support contribution to a customer health score, so the score predicts something instead of averaging weakly-related signals into a colour. Trigger for "build a customer health score", "add support signal to health scoring", "our health scores don't predict churn", red/amber/green account scoring, or a health score nobody trusts.
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37. ▌
    cx-win-loss-from-support · rulebase-co

    Use to extract competitor mentions, switching language and feature-gap evidence from support conversations as an input to win/loss and product strategy. Trigger for "what competitors do customers mention", "why do customers switch away", "find feature gaps customers ask about", competitive intelligence from support, or win/loss analysis that only samples deals sales remembers.
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38. ▌
    rulebase-workspace-sql · rulebase-co

    Use when querying a Rulebase workspace with SQL through the MCP server's query tool — writing queries that finish inside the statement timeout, and avoiding the join fan-outs that silently inflate QA evaluation counts. Trigger for "query my Rulebase data", "the query timed out", "statement timeout", "canceling statement due to statement timeout", counts that don't reconcile between two Rulebase queries, criterion counts exceeding team counts, or any multi-step analysis over Rulebase conversations and evaluations.
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39. ▌
    cx-emerging-harm-scan · rulebase-co

    Use to scan support conversations for a harm nobody has categorised yet — a new failure mode, a scam pattern, or a product change hurting a group of customers before it shows in any metric. Trigger for "is anything new going wrong", "scan for emerging issues", "early warning from support", horizon scanning, a new scam pattern, or preparing for a question about what you might be missing.
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40. ▌
    cx-flow-efficiency · rulebase-co

    Use to analyse touch time vs elapsed time across the resolution path — queue wait, customer wait, back-office wait, and where elapsed time hides real delay. Trigger for "flow efficiency", "touch time vs elapsed time", "where is the time going", "customers waiting on us", back-office bottlenecks, idle time in cases, or end-to-end time much longer than handle time.
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41. ▌
    cx-journey-mapping · rulebase-co

    Use to map support contacts onto the product lifecycle, interpret contact as a lifecycle signal, and avoid journey-map theatre. Trigger for "customer journey map support", "contact by lifecycle stage", onboarding support drivers, churn and support overlap, stage-specific contact reasons, or when journey mapping is worth doing.
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42. ▌
    cx-onboarding-ramp · rulebase-co

    Use to measure how long new support agents take to reach proficiency and where their ramp stalls, so training and nesting can be targeted. Trigger for "how long until new hires are productive", "time to proficiency", "how is the new cohort doing", nesting or ramp design, comparing training cohorts, or a new hire being assessed before they have had time to ramp.
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43. ▌
    cx-service-tiering · rulebase-co

    Use to design VIP or tiered support programmes and to test whether higher tiers actually deliver better outcomes. Trigger for "VIP support programme", "service tiering", queue priority for premium customers, entitlement vs priority, tier inflation, or "does our enterprise tier get faster support".
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44. ▌
    cx-collections-conduct · rulebase-co

    Use to audit arrears, collections and financial-difficulty conversations for fair treatment — forbearance offered, pressure absent, vulnerability recognised. Trigger for "audit our collections calls", "are we treating customers in arrears fairly", "did we offer forbearance", financial difficulty handling, payment plan conversations, or a complaint about collections conduct.
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45. ▌
    cx-duplicate-detection · rulebase-co bundle

    Use to find duplicate or repeated support conversations and produce a reviewable merge plan. Trigger for "find duplicate tickets", "customers contacting us twice about the same thing", deduplicating a helpdesk, cleaning up ticket volume, or measuring how much of your contact volume is the same issue submitted more than once.
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46. ▌
    cx-pii-redaction-audit · rulebase-co

    Use to check whether a conversation export, dataset or AI pipeline is leaking personal data that should have been redacted, and to measure how well the redaction actually works. Trigger for "is this export safe to share", "check our redaction", "can we use support transcripts for training", sending transcripts to a vendor or model, "is there PII in this dataset", or before opening support data to a wider audience.
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47. ▌
    cx-quality-attestation · rulebase-co

    Use to sign off a QA period for audit or governance — stating what is being attested to, on what evidence, and with which limitations. Trigger for "sign off the QA period", "attest to our quality results", "monthly QA governance pack", "certify the quality figures", or being asked to confirm quality was assured for a period.
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48. ▌
    cx-redress-consistency · rulebase-co

    Use to audit whether similar customers with similar failures received similar redress, and to find variation that could not be defended. Trigger for "are our refunds consistent", "do we compensate similar cases the same way", "audit our goodwill decisions", redress fairness review, customers who escalate getting more, or a complaint that someone else was treated better.
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49. ▌
    cx-channel-strategy · rulebase-co

    Use to decide which support channels to offer, add, or retire, and to audit channel mix against accessibility obligations and cost to serve. Trigger for "should we add chat", "which channels should we offer", channel strategy, cost to serve by channel, accessibility requirements for support, opening a new contact route, or retiring phone or email.
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50. ▌
    cx-dashboard-review · rulebase-co

    Use to audit a CX dashboard for tiles nobody acts on and metrics nobody agrees on — assign an owner per tile, apply kill criteria, and run an actionability test before adding or keeping a chart. Trigger for "clean up the dashboard", "too many metrics", "which KPIs should we keep", dashboard audit, metrics review workshop, "nobody looks at this anymore", or before a BI migration or exec-pack refresh.
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51. ▌
    cx-incentive-design · rulebase-co

    Use to design support incentives that improve behaviour without destroying the metric — pairing pay with guardrails, naming gaming modes, and choosing measures that survive Goodhart pressure. Trigger for "incentive plan", "agent bonus scheme", "SPIFF design", "pay for QA score", "what metric should we bonus", CSAT incentives, or reviewing whether a comp change is driving gaming.
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52. ▌
    cx-complaint-root-cause · rulebase-co

    Use to find the causes behind a complaint population and track whether remediation actually stopped them recurring. Trigger for "root cause analysis on our complaints", "why do we keep getting the same complaints", "complaint themes and remediation", recurring complaint categories, complaint reduction programmes, or a remediation that was signed off and did not work.
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53. ▌
    cx-proactive-support · rulebase-co

    Use to design and measure proactive outbound support that prevents inbound contacts without creating new ones. Trigger for "proactive support", "prevent tickets with outbound", outage notifications, shipment alerts, eligibility and suppression rules, measuring prevented contacts, or proactive messaging opt-out.
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54. ▌
    cx-transfer-protocol · rulebase-co

    Use to define handoff standards for support transfers and to measure whether context survives the handoff — cold vs warm, required fields, and re-ask rate after transfer. Trigger for "transfer protocol", "warm handoff", "customers repeat themselves after transfer", "ping-pong between teams", "what should agents include when transferring", handoff quality, or re-ask rate after escalation.
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55. ▌
    cx-audit-trail-integrity · rulebase-co

    Use to verify that the chain from conversation to evaluation to decision is complete and reconstructible, so a QA score or a customer outcome can be explained months later. Trigger for "can we prove why this decision was made", "is our audit trail complete", "reconstruct how this score was produced", evidencing an AI-assisted decision, or an auditor asking how a conclusion was reached.
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56. ▌
    cx-fraud-and-scam-signal · rulebase-co

    Use to surface fraud, scam and financial-crime signals that customers describe to support before detection systems see them, and to check whether agents recognised and routed them. Trigger for "are customers reporting scams", "new scam pattern targeting our customers", "did we spot the fraud signals", authorised push payment scams, "customer was coached by someone on the phone", or fraud reports arriving through support.
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57. ▌
    cx-alert-monitor-spec · rulebase-co

    Use to turn a one-off support search into a standing monitor or alert that stays useful instead of being muted within a fortnight. Trigger for "alert me when a customer mentions X", "notify the team when complaints spike", "keep watching for this", "set up a daily monitor for", turning an ad-hoc sweep into something recurring, or an existing alert nobody reads any more.
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58. ▌
    cx-seasonal-readiness · rulebase-co

    Use to plan and run peak-season support — what to freeze, pre-stage and measure daily so volume spikes do not become quality and attrition crises. Trigger for "peak season readiness", "holiday staffing plan", "Black Friday prep", freeze policy or KB changes before peak, pre-hire and ramp for surge, daily war room metrics, peak post-mortem, or when last year's peak broke SLA and attrition.
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59. ▌
    cx-volume-forecasting · rulebase-co bundle

    Use to forecast support contact volume and calculate staffing requirements for voice, chat, or async channels. Trigger for "how many agents do we need", "forecast our ticket volume", "Erlang C", workforce management or WFM planning, service level and occupancy targets, shrinkage, headcount planning for support, or when a staffing model keeps missing its service level.
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60. ▌
    cx-reverse-etl · rulebase-co

    Use to design a safe pipeline that writes derived attributes back into a helpdesk — risk scores, segments, health flags — without corrupting agent workflows or creating an unexplainable feedback loop. Trigger for "push scores back into Zendesk", "sync warehouse attributes to the helpdesk", "write our churn risk onto the ticket", reverse ETL for support, or an automation that started firing on a synced field.
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61. ▌
    rulebase-qa-coverage-audit · rulebase-co bundle

    Use to audit QA coverage and scorecard health in a Rulebase workspace via the Rulebase MCP server. Trigger for "audit our QA coverage", "which agents or channels aren't being evaluated", "are our QA scores meaningful", "is our scorecard working", QA blind spots, score distribution or ceiling effects, and checking whether QA scores relate to SLA or complaint outcomes.
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62. ▌
    cx-record-retention-audit · rulebase-co

    Use to compare a support data retention policy against what is actually still stored, and find both over-retention and premature deletion. Trigger for "are we deleting support data on time", "retention audit", "how long do we keep transcripts", "we still have data from 2018", conflicting retention obligations, or preparing for a data protection review.
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63. ▌
    cx-subject-access-request · rulebase-co

    Use to fulfil a subject access request from support data — finding everything about the person, and deciding what must be redacted before disclosure. Trigger for "handle this SAR", "subject access request", "customer wants all their data", DSAR fulfilment from support systems, "a customer asked for their call recordings", or an employee requesting their own QA records.
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64. ▌
    cx-agent-coaching-pack · rulebase-co

    Use to assemble a fair, evidence-backed coaching pack for a support agent's one-to-one from QA evaluations and conversation history. Trigger for "prepare a coaching session for X", "what areas does X need to improve", "areas of markdown for this agent", "what coaching opportunities stand out", "build a coaching agenda from these tickets", or preparing a weekly or monthly agent review.
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65. ▌
    cx-deflection-analysis · rulebase-co bundle

    Use to measure whether a support bot, AI agent, or self-service channel actually reduces contact volume, and to audit a vendor's containment or deflection number. Trigger for "what's our real deflection rate", "is the bot working", "our containment rate is 70% but tickets haven't dropped", automation ROI, self-service savings, AI agent resolution rate, or designing a holdout test for a support bot.
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66. ▌
    cx-escalation-analysis · rulebase-co

    Use to analyse why support contacts escalate, how long escalations take, and which escalation paths are broken or missing. Trigger for "why are escalations increasing", "how long do escalations take", "which issues get escalated most", tier 2 volume, back-office handoffs, escalations with no defined path, or designing an escalation process.
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67. ▌
    cx-executive-reporting · rulebase-co

    Use to distil a CX dashboard into the three numbers a board or exec actually needs — volume/demand health, quality/outcome, and cost/efficiency — with commentary that drives decisions instead of forty tiles nobody acts on. Trigger for "board pack", "exec summary for support", "what should leadership see", "too many metrics on the dashboard", "three KPIs for the board", quarterly business review CX section, or when a leadership deck is mostly charts with no story.
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68. ▌
    cx-intraday-management · rulebase-co

    Use to recover a day in real time when volume, handle time or availability diverge from plan — reforecasting decisions, break moves, overtime, callbacks and skill flex without burning tomorrow. Trigger for "intraday management", "real-time reforecast", "we are underwater at 11am", move breaks or lunches, call people back in, flex agents between queues, ride out the spike, or when the WFM plan is wrong before close of business.
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69. ▌
    cx-knowledge-lifecycle · rulebase-co

    Use to assign ownership, set review cadence, and deprecate support content without breaking self-service or AI grounding. Trigger for "who owns this article", "our KB is out of date", orphan articles, annual review calendar nobody follows, deprecating help content, knowledge governance, or preventing stale articles from quietly harming customers.
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70. ▌
    cx-narrative-reporting · rulebase-co

    Use to write CX commentary that makes a number decision-ready — what moved, why (decomposed), so what, do what — separating noise from signal and stating confidence honestly. Trigger for "write the commentary", "explain this trend", "what should we say about the drop", weekly or monthly narrative, board pack prose, "why did QA fall", metric movement write-up, or when a report has charts but no story.
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71. ▌
    cx-satisfaction-export · rulebase-co bundle

    Use to export CSAT or satisfaction survey responses from a support platform into one canonical shape. Trigger for "export our CSAT data", "pull satisfaction ratings", "get survey responses out of Zendesk/Freshdesk/Gorgias/HubSpot", joining CSAT to tickets, or when a conversation export left the csat field null.
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72. ▌
    cx-self-service-funnel · rulebase-co

    Use to analyse the help-centre funnel from search through article view to contact, find actionable drop-off, and align KB content to contact drivers. Trigger for "self-service funnel", "contact after viewing an article", "why doesn't the help centre deflect", KB deflection rate, search-to-contact conversion, or article effectiveness.
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73. ▌
    cx-pricing-objection-analysis · rulebase-co

    Use to analyse billing and pricing complaints, separating genuine pricing objections from billing defects and unclear communication. Trigger for "customers complaining about price", "billing complaint analysis", "why do customers dispute their invoice", "is our pricing a problem", unexpected-charge complaints, or a pricing decision that needs evidence from support.
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74. ▌
    cx-refund-and-goodwill-policy · rulebase-co

    Design a refund, credit, and goodwill framework that separates owed redress from discretionary gestures, sets agent authority based on actual distributions, and enables consistent, auditable outcomes without escalating every request.
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75. ▌
    cx-support-to-revenue-handoff · rulebase-co

    Use to design the process that gets a revenue signal out of support and to the account owner without turning agents into sellers or degrading support quality. Trigger for "route upsell leads from support to sales", "support-sourced pipeline process", "should agents flag opportunities", designing a CS-to-sales handoff, or a handoff programme where agents have stopped flagging.
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76. ▌
    cx-conduct-risk-monitoring · rulebase-co

    Use to monitor support conversations for conduct risk — pressure, mis-selling, unfair outcomes, obstruction and misleading statements — as distinct from whether the answer matched policy. Trigger for "monitor for mis-selling", "conduct risk in our support conversations", "are agents pressuring customers", "customers being obstructed from cancelling", conduct surveillance, or a conduct finding raised by second line.
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77. ▌
    cx-vulnerability-detection · rulebase-co

    Use to identify signals of customer vulnerability in support conversations and audit whether they were recognised and acted on. Trigger for "identify vulnerable customers", "did we spot the vulnerability signals", "customers in financial difficulty", bereavement or health disclosures in support, vulnerable customer handling audits, or designing vulnerability recognition for a support team.
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78. ▌
    cx-abandonment-analysis · rulebase-co

    Analyzes chat and call abandonment, queue patience, and what a high FCR may be hiding when abandoned contacts never become tickets.
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79. ▌
    cx-accessibility-review · rulebase-co

    Use to audit whether customer support is reachable for people with access needs — channels, hours, authentication barriers, CAPTCHA, voice-only paths, and alternate formats. Trigger for "support accessibility audit", "can customers with disabilities reach us", CAPTCHA on contact form, voice-only support, alternate format requests, or accessibility checklist for CX.
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80. ▌
    cx-after-hours-coverage · rulebase-co

    Use to design overnight and follow-the-sun support — coverage models, handoff quality and measuring what is lost between shifts. Trigger for "after-hours coverage", "follow the sun", overnight support design, night shift vs defer async, handoff packet, shift handover quality, global coverage gaps, or when customers reopen tickets after every handoff.
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81. ▌
    cx-handle-time-analysis · rulebase-co

    Use to analyse average handle time, resolution time or time-in-queue without being misled by the skew, and to find where time actually goes. Trigger for "why is our AHT increasing", "our call handling times are up", "which contact reasons take longest", "how long do tickets take", handle time by agent or team, or an AHT target being set.
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82. ▌
    cx-knowledge-base-audit · rulebase-co bundle

    Use to audit a help centre or knowledge base against the conversations customers actually have, finding coverage gaps, stale articles and unused content. Trigger for "what should we write help articles about", "audit our knowledge base", KB coverage gaps, self-service deflection content, or preparing a knowledge base to ground an AI support agent.
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83. ▌
    cx-outsourcer-scorecard · rulebase-co

    Use to compare BPO sites, vendors or partner teams fairly, adjusting for the work mix each is given before concluding anything about performance. Trigger for "compare our BPO sites", "which vendor is performing best", "site A scores lower than site B", outsourcer QBR packs, partner MI reporting, or setting contractual quality targets with a vendor.
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84. ▌
    cx-tag-taxonomy-hygiene · rulebase-co

    Use to clean up sprawling helpdesk tags, categories and custom fields so reporting built on them means something. Trigger for "our tags are a mess", "consolidate our ticket categories", "why don't our tag reports add up", duplicate or near-duplicate tags, tags nobody uses, agents tagging inconsistently, or before building reporting on top of tags.
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85. ▌
    cx-translation-workflow · rulebase-co

    Use to keep localised help centre content current when the source language changes, detect stale translations, and prevent silent lag between markets. Trigger for "translations are out of date", localisation workflow, source of truth language, help centre i18n, translation drift after policy update, or non-English customers seeing old policy.
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86. ▌
    cx-bot-safety-audit · rulebase-co

    Use to audit a customer-facing support bot or AI agent for harm rather than for volume — manipulation and prompt-injection attempts, customers stranded without a human, fabricated answers, and unsafe commitments or disclosures. Trigger for "are people trying to jailbreak our bot", "show me attempts to manipulate the assistant", "is our bot giving wrong answers", "customers stuck with the bot and never got a human", or reviewing an AI agent before or after launch.
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87. ▌
    cx-account-escalation-protocol · rulebase-co

    Use to design or audit the executive escalation path for a major account — intake, ownership, communication cadence and follow-through — so escalations are resolved rather than merely attended. Trigger for "design our escalation process for key accounts", "an executive escalation went badly", "customer went to our CEO", red account war rooms, or escalations that get attention and then quietly stall.
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88. ▌
    cx-complaint-classification · rulebase-co

    Use to design or audit complaint identification and classification in customer support, especially in regulated sectors. Trigger for "are we identifying complaints correctly", "complaint detection", regulatory complaint definition, FCA or CFPB complaint handling, vulnerable customer identification, root cause categorisation for complaints, or building an AI classifier for complaints.
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89. ▌
    cx-data-minimisation-review · rulebase-co

    Use to find personal data support collects and stores that nothing actually uses, and to stop collecting it. Trigger for "do we collect too much data", "which fields do we actually use", data minimisation review, "why do we ask customers for this", reducing breach exposure, or a form that grew a field every quarter.
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90. ▌
    cx-article-effectiveness · rulebase-co

    Use to measure which help articles actually resolve contacts versus merely being read, including contact-after-view and assisted resolution. Trigger for "are our help articles working", article view counts misleading, deflection measurement, contact after reading an article, self-service success metrics, KB ROI, or stopping AI agents from optimising for page views.
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91. ▌
    cx-benchmark-methodology · rulebase-co

    Use to compare CX performance to a published or vendor benchmark without fooling yourself — scope mismatch, survivor bias, and definition mismatch usually make external benchmarks incomparable, and internal baselines often beat them. Trigger for "how do we compare to industry", "is our CSAT good", benchmark slide for the board, vendor benchmark report, "are we above average", outsourcing RFP benchmarks, or when someone cites a round-number industry standard.
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92. ▌
    cx-content-consolidation · rulebase-co

    Use to merge overlapping help articles without breaking search, bookmarks, or AI grounding — choosing a canonical page, setting redirects, and measuring post-merge impact. Trigger for "we have duplicate KB articles", consolidate help centre content, merge knowledge base articles, KB deduplication, article redirects, canonical help article, or overlapping docs confusing customers and search.
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93. ▌
    cx-conversation-sampling · rulebase-co

    Use to draw a defensible sample of support conversations for QA review, an audit or a manual analysis, so the results generalise to the population rather than to whatever was easy to pull. Trigger for "which tickets should we review", "how do we pick a sample", "is our QA sampling representative", stratified or risk-based sampling, review coverage design, or a finding based on a handful of hand-picked tickets.
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94. ▌
    cx-recurring-report-spec · rulebase-co

    Use to turn an ad-hoc CX reporting request into a versioned spec that can be re-run each period and actually compared across periods. Trigger for weekly or monthly QA and support reports, "same report but for last week", "generate the weekly digest", "supervisor report for each team", a report request pasted as a long prompt for the second or third time, or when two runs of the same report disagree.
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95. ▌
    cx-criterion-library · rulebase-co

    Use to build and maintain a reusable bank of QA criteria as observable decision rules shared across scorecards. Trigger for "criterion library", "standardise our QA criteria", "write better rubric items", "was professional is too vague", versioning criteria across teams, or turning adjectives into pass/fail decision rules with examples.
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96. ▌
    cx-qa-appeal-process · rulebase-co

    Use to design or audit a QA dispute and appeal workflow with timeboxes, adjudication standards, and second-level consistency so appeals improve trust instead of rewriting scores without rules. Trigger for "QA appeal process", "agents disputing scores", "who adjudicates QA disputes", "overturn rate too high", second-level review standards, or calibration erosion from ad-hoc score changes.
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97. ▌
    cx-reviewer-workload · rulebase-co

    Use to staff and schedule QA reviewers for sustainable throughput without grading quality collapsing — fatigue, drift, and false precision from treating reviewers like production agents. Trigger for "how many QA reviewers do we need", reviewer capacity planning, grader fatigue, throughput per reviewer, calibration after long shifts, or scores drifting over the course of a day.
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98. ▌
    cx-call-recording-governance · rulebase-co

    Use to review how call recordings are notified, stored, accessed, redacted and deleted, including the parts that differ from text conversations. Trigger for "review our call recording practices", "do we need to tell customers we're recording", "who can listen to our calls", recording retention, card details spoken on a call, or a request for a customer's own recording.
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99. ▌
    cx-consumer-outcome-evidence · rulebase-co

    Use to assemble evidence that customers are getting good outcomes from support, at the level a board or regulator expects, rather than reporting activity metrics. Trigger for "evidence our customers get good outcomes", "consumer duty evidence from support", "board report on customer outcomes", outcomes-based regulatory reporting, or a request to show harm is not occurring.
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100. ▌
     cx-regulated-advice-boundary · rulebase-co

     Use to find where support agents cross from information into regulated advice or a personal recommendation, and to design the boundary so they can still be helpful. Trigger for "are agents giving advice", "where's the line between information and advice", "should agents recommend a product", guidance versus advice boundary, agents answering "what would you do", or a complaint that an agent recommended something.
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