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-check runs 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?"
1---
2name: handle-complaint
3description: 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.
4allowed-tools: Read, WebFetch, Bash
5---
6
7Run 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.
8
9Parse arguments:
10- `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.
11
12## Step 1 — Load the complaint (ticket-deflector)
13
14Using the `ticket-deflector` skill workflow:
15
161. If an ID was given: pull the full thread from Gmail or HubSpot.
172. If "latest": pull the most recent unresolved HubSpot ticket or Gmail thread tagged as complaint/support.
183. If neither: ask the owner to paste the complaint text directly.
194. Identify: customer name, order/account info, what they're upset about, what they're asking for.
20
21## Step 2 — Pull context
22
231. Search HubSpot for the customer's history: past purchases, prior complaints, deal stage, lifetime value.
242. Search PayPal for relevant transaction: order status, refund history, dispute status.
253. Summarize: "This is a {new/returning} customer, ${lifetime_value} in purchases, {0/N} prior complaints. Their current issue is {one sentence}."
26
27## Step 3 — Draft response (ticket-deflector)
28
29Using the `ticket-deflector` skill workflow for tone-matched response:
30
311. Draft a reply matched to the severity and the customer's history:
32 - First-time complainers with high LTV → empathetic, generous
33 - Repeat complainers → professional, firm, solution-focused
34 - Abusive tone → professional, brief, boundary-setting
352. Include: acknowledgment, explanation (if known), resolution offer, next step.
363. Present the draft to the owner. Do NOT send.
37
38## Step 4 — Suggest operational fix (customer-pulse)
39
401. Check if this complaint matches a known theme (from prior `/customer-pulse-check` runs or similar complaints in HubSpot).
412. If it's a pattern: "This is the {Nth} complaint about {issue} this month. Consider: {specific operational change}."
423. If it's isolated: "This looks like a one-off. No pattern detected."
43
44## Connector failures
45
46If 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."
47
48## Approval gates
49
50- **Never send a response without explicit owner approval.** Drafts only.
51- **Never issue refunds or credits automatically.** Present the option; the owner decides.
52- **Never close tickets or resolve disputes without owner confirmation.**
53
54## Output
55
56Present 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?"
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