Customer Service Vertical Routing Skill
When this skill activates, identify the industry context and route to the matching CS specialist.
Routing matrix
| Industry / signal | Agent to invoke |
|---|---|
| General omnichannel CS (any industry default) | customer-service |
| Healthcare / patient support / HIPAA-aware billing+insurance | healthcare-customer-service |
| Hotels / resorts / restaurants / event venues | hospitality-guest-services |
| Retail returns / exchanges / fraud prevention | retail-customer-returns |
When NOT to use
- Sales outreach / prospecting →
sales-methodology-routingskill - B2B technical support (developer questions) →
specialized-developer-advocateagent - Law firm client intake (legal vertical) →
legal-firm-opsskill - Internal HR onboarding →
human-resources:onboardingskill - Real estate buyer/seller representation →
real-estate-mortgageskill