# Customer Questions Remind > Customer Questions — Remind Czar + Draft from KB (Hybrid) - Skill: `qualcomm/customer-questions-remind` (Agent Skill) - Install (CLI): `npx skillmds@latest add qualcomm/customer-questions-remind` - Raw SKILL.md: https://api.skillmd.com/api/skills/qualcomm/customer-questions-remind/raw - Safety review: pending - Works with: Claude Code, Claude.ai, OpenAI Codex - Category: Coding & Dev Tools - Author: qualcomm (https://skillmd.com/u/qualcomm) - Updated: 2026-09-17 - Page: https://skillmd.com/skills/qualcomm/customer-questions-remind --- # Customer Questions — Remind Czar + Draft from KB (Hybrid) Read scraped customer questions, classify whether each thread has been substantively answered, and emit `reminders.json`. For threads that still need follow-up (`no-reply` / `ack-only`), also draft a starter answer from the curated KB at `.claude/triage/customer-faq.md` — but **only when drafting is enabled** (see `ENABLE_DRAFTS` under Context Variables). The downstream `post-to-slack` job posts a single internal Slack message listing the threads that still need a reply. When the JSON contains drafts, they are attached as threaded replies under each reminder. **You do NOT post to Slack. Your only outputs are the JSON file and a base64 emit of it on stdout.** **Budget: ~30 tool calls for ≤10 questions, ~50 for up to the cap. Batch reads. Do NOT re-read the same file twice.** ## Context Variables Injected via the workflow prompt: - `QUESTIONS_PATH` — local file path to `questions.json` (input) - `DRAFTS_PATH` — local file path where you must write the JSON output (the filename is `drafts.json` for compatibility with the post script) - `MAX_QUESTIONS` — process at most this many questions - `ENABLE_DRAFTS` — `"true"` or `"false"`. Gates draft emission in Step 2b. When `"false"` (default), classify every question but emit null draft fields with empty `flags` — the KB quality bar is not yet high enough for prod. When `"true"`, run Step 2b as documented. Slack channel routing (`test_mode` workflow input) is handled by the downstream post-to-slack job and is **not** exposed to you. Your behavior does not depend on the target channel. ## Critical Rules - **NEVER post to Slack or GitHub from this skill.** The downstream `post-to-slack` job handles posting. - **NEVER address the customer or post on their original thread.** Drafts are for internal czar review only. - **Liberal classification.** When in doubt whether a reply is substantive, err toward `no-reply` or `ack-only` — over-reminding is cheap; missing a real unanswered customer question is not. - **Drafts ONLY when `ENABLE_DRAFTS == "true"` AND status is `no-reply` / `ack-only`.** Skip drafting entirely when `ENABLE_DRAFTS == "false"` and, when drafting is enabled, also skip for `answered` (already handled) and `internal-noise` (not a real question). - **Drafts MUST be grounded in the KB.** If no FAQ entry matches, emit `draft_answer: null` rather than hallucinating. A null draft + `kb_miss` flag is more useful than a guess. - **Drafts are short.** 2–4 sentences. No preamble ("Great question!"), no padding. Front-load the actionable fix. ## Step 1: Read input and the KB (~2 tool calls) Read `$QUESTIONS_PATH`. The JSON shape is: ```json { "questions": [ { "id": "slack-CXXXXX-1731349200.000100", "medium": "slack" | "github", "channel_or_repo": "ai-hub-models", "thread_url": "https://qualcomm.slack.com/archives/...", "submitted_by": "Customer Name", "submitted_at": "2026-06-22T14:30:00Z", "title": "", "question": "full question text", "thread_replies": [ {"user": "name", "is_internal": true, "text": "reply text"} ], "has_internal_reply": true } ] } ``` Read `.claude/triage/customer-faq.md`. Each entry has the shape: ``` ### faq- **Triggers:** - "phrase 1" - "phrase 2" - mentions of `code_token` **Question shape:** **Answer:** **Citations:** - `path/to/file.py:NN` - https://... **Confidence floor:** high | medium | low **Last updated:** YYYY-MM-DD ``` Hold the KB in working memory for Step 2. Do not re-read it for each question. ## Step 2: Per-question classification + drafting For **each** question (up to `MAX_QUESTIONS`): ### 2a. Classify (always required) Pick exactly one `status`: | Status | Meaning | When to use | |---|---|---| | `no-reply` | Thread has zero Qualcomm replies. | `has_internal_reply == false` AND the question is a real customer ask. | | `ack-only` | Qualcomm replied but only acknowledged ("got it, looking", "checking", "let me find the right person"). No substantive answer yet. | Internal replies present but none answer the question. **When uncertain, default to `ack-only`.** | | `answered` | A Qualcomm engineer posted a substantive answer (named a fix, gave a number, pointed at a file/doc/release, redirected with concrete next step). | Reviewer would read this and say "no follow-up needed." | | `internal-noise` | The "question" is internal chatter, a bump, a bot post, or otherwise not a real customer question. | Anything that slipped past the scraper filter. | **Substantive vs ack — read every internal reply for intent, not keywords.** Before applying any keyword shortcut, decide what each internal reply is *doing*. Every reply falls into exactly one bucket: 1. **Handoff / routing** — an internal user pings another engineer to answer. Signature: contains a Slack `@mention` (`<@UXXX>`) AND a routing verb: "chime in", "any chance you can help", "take a look", "can you look at this", "please help", "assist", "point to the right person", "who can answer this". A handoff is **always** `ack-only` contribution — **even if the same message also contains a URL, a version number, or a channel name.** The URL is context for the pinged engineer, not an answer to the customer. 2. **Ack / info-gathering** — "got it, looking", "checking with X", "let me find someone", or a reply that asks the customer for more info ("what QAIRT version?", "which device?"). `ack-only` contribution. 3. **Redirect** — "please ask in " without also answering the question. `ack-only` unless the customer's question was literally "where do I ask?" (in which case the redirect IS the answer). 4. **Substantive answer** — names a fix, gives a specific number, links a doc/PR/release that directly resolves the question, gives a specific command/flag, or definitively says "not supported on X". **Per-thread rule:** the thread is `answered` **only if at least one internal reply is bucket #4.** If every internal reply is #1, #2, or #3, the thread is `ack-only`. `no-reply` is reserved for zero internal replies. **Common false-positive traps (all → `ack-only`, NOT `answered`):** - Handoff that also cites a URL for the pinged engineer's reference (e.g. "<@Eng> any chance you can help — see this thread"). The URL isn't answering the customer. - Redirect to Discord / Qualcomm Developer forum / another Slack channel when the customer's technical question is still open. - A reply that only lists next-step questions to ask the customer — that's info-gathering, not an answer. - Multiple handoffs stacked in one message (e.g. `<@A> <@B> can one of you chime in`). Still `ack-only` regardless of URL count. **Common false-negative traps (all → `answered`, NOT `ack-only`):** - A short internal reply that names a tool + quickstart URL (or a released app URL) as the answer, even when the customer's question was multi-part. The reply can be *higher-altitude* than the ask — "use tool X, or the shipped app" supersedes sub-questions about which flag / preprocessing step of tool Y. - A one-line reply that redefines the recommended path ("this is now the supported way") + URL. If the URL directly resolves the question, it's bucket #4 regardless of reply length. **Only after ruling out #1–#3 for every internal reply**, apply keyword shortcuts to confirm bucket #4: - "use v0.56.0", "set --target-runtime onnx", "fixed in #1234", "that model isn't supported on X chip" → substantive answer. - A reply containing a specific number, file path, URL, or command **without** handoff / redirect signals → substantive answer. **Age calculation:** compute `age_hours` as the integer hours between `submitted_at` and the current UTC time. Treat any parse failure as `0`. **Topic tag (1–2 words):** for every classified question — including `answered` and `internal-noise` — emit a `topic` string of **1–2 words** that captures what the thread is about. The czar uses this to scan the reminder list at a glance without having to click each thread or read the verbatim question. Good topics (concrete, scannable): - `qwen3 export`, `genie crash`, `sa8295 quant`, `tps regression`, `release assets`, `context length`, `qairt version`, `byom`, `melotts`, `npu dual`, `dlc adapter`, `windows arm`, `ubuntu setup`, `gemma roadmap`, `aimet config` Avoid topics that are too generic to be useful: - `bug`, `help`, `error`, `question`, `support` (these don't narrow anything) If the question is `internal-noise` (a bump, channel chatter), use `noise` or `bump` as the topic — the czar will skip those. ### 2b. Draft (drafting-enabled only; only for `no-reply` and `ack-only`) **Gate:** if `ENABLE_DRAFTS == "false"` (the default), skip this section entirely — for every question (regardless of status), emit `draft_answer: null`, `kb_citation: null`, `confidence: null`, `flags: []`. Do not read the KB. The reminder-only path is the default behavior until the KB quality bar is met. Otherwise (`ENABLE_DRAFTS == "true"`), for each question classified `no-reply` or `ack-only`, attempt to draft a starter answer from the KB: 1. **Match against FAQ triggers.** Scan each FAQ entry's `Triggers` block for substring / keyword overlap with the customer's question (and the thread context). A match means the question is the same *shape* — not necessarily verbatim. If 2+ entries match, prefer the one with the most specific triggers. 2. **If a match is found:** - `draft_answer`: 2–4 sentences. Paraphrase the FAQ's `Answer` body, adapted to the customer's specific wording (their chipset, their model, their error). Front-load the fix. Drop preamble. - `kb_citation`: the FAQ `id` (e.g. `faq-qwen3-x2-elite-assets`). - `confidence`: copy from FAQ's `Confidence floor`. - `flags`: `[]` 3. **If no FAQ matches:** - `draft_answer`: `null` - `kb_citation`: `null` - `confidence`: `null` - `flags`: `["kb_miss"]` **Drafts NEVER:** - Address the customer ("Hi ") - Mention internal-only details (memory, conversation context, agent name) - Include code blocks longer than 3 lines (link to docs instead) - Speculate beyond what the FAQ says **Drafts SHOULD:** - Lead with the actionable fix or the recommended command/version - Cite the FAQ's `Citations` inline if relevant - Stay under ~80 words For `answered` and `internal-noise` questions: do not draft. Leave `draft_answer`, `kb_citation`, `confidence` as `null` and `flags` as `[]`. ## Step 3: Output schema Write to `$DRAFTS_PATH`: ```json { "drafted_at": "", "drafts": [ { "question_id": "", "thread_url": "", "channel_or_repo": "", "submitted_by": "", "question_excerpt": "", "topic": "<1-2 word category, e.g. 'qwen3 export'>", "age_hours": 27, "status": "no-reply" | "ack-only" | "answered" | "internal-noise", "draft_answer": "<2-4 sentence draft, or null>", "kb_citation": "", "confidence": "high" | "medium" | "low" | null, "flags": [] } ] } ``` Field notes: - Include **every** classified question, including `answered` and `internal-noise`. The post script filters to remind-worthy statuses; keeping the full list in the artifact makes review easier. - `question_excerpt`: replace internal newlines with a single space, then take the first 200 chars. No mrkdwn formatting. **Retained in the JSON artifact for forensic review** even though the parent Slack message no longer prints it. - `topic`: 1–2 words, see the topic tag guidance above. This is what the parent Slack bullet shows in lieu of the question excerpt. - `flags` may include `kb_miss` (no FAQ matched) or `kb_partial` (matched but the FAQ only partially addresses the question). Leave `[]` otherwise. After writing, print one summary line: `Classified N questions: no-reply ( drafted, kb_miss), ack-only ( drafted, kb_miss), answered, internal-noise.` ## Step 4: Emit the JSON for the downstream post-to-slack job The reusable agent workflow does NOT propagate `SLACK_NOTIFIER_TOKEN` to your shell steps. The downstream `post-to-slack` job recovers the JSON from this log via known markers. Run this as ONE Bash call (the Breeze allowlist permits `python3` but not `echo` / `base64` / compound shell — the helper wraps both): ```bash python3 scripts/breeze_customer_questions/emit_drafts_b64.py "$DRAFTS_PATH" ``` ## Step 5: Done Do **not** open a PR. Do **not** post on the customer's original thread. Do **not** post drafts directly to the customer. Your output is: `$DRAFTS_PATH` (the file) plus the base64 emit on stdout. The downstream `post-to-slack` job posts the reminder message + thread replies and uploads the JSON as a workflow artifact. ## Examples (mental model) **Question:** "We can't load Qwen2-7B on Snapdragon X2 Elite — release-assets.yaml missing." Thread replies: `[{user: "Eng A", is_internal: true, text: "Looking at this — will follow up."}]` KB match: `faq-qwen3-x2-elite-assets` → `status: ack-only`, `topic: "qwen3 export"`, `draft_answer: "Qwen2-7B is old and we're not adding precompiled assets — recommend migrating to Qwen3-4B-Instruct-2507. Assets for X2 Elite are at https://qaihub-public-assets.s3.us-west-2.amazonaws.com/qai-hub-models/models/qwen3_4b_instruct_2507/releases/v0.56.0/qwen3_4b_instruct_2507-genie-w4a16-qualcomm_snapdragon_x2_elite.zip"`, `kb_citation: "faq-qwen3-x2-elite-assets"`, `confidence: "high"`. **Question:** "Where is the prebuilt UNet QNN bundle for v0.48.0?" Thread replies: `[{user: "Eng B", is_internal: true, text: "https://qaihub-public-assets.s3... — that's the v0.48.0 UNet bundle."}]` → `status: answered` (specific URL given). `topic: "release assets"`, `draft_answer: null`, `kb_citation: null`, `confidence: null`. **Question:** "@here just bumping this — any update?" Thread replies: any. → `status: internal-noise`. `topic: "bump"`. `draft_answer: null`. **Question:** "When will you support Llama 4?" Thread replies: `[]`, `has_internal_reply: false`. KB match: none (roadmap question). → `status: no-reply`, `topic: "llama roadmap"`, `draft_answer: null`, `kb_citation: null`, `confidence: null`, `flags: ["kb_miss"]`. **Question:** "Why does my export fail with `BQ is not supported` on SA8295?" Thread replies: `[]`. KB match: `faq-sa8295-bq-not-supported` → `status: no-reply`, `topic: "sa8295 export"`, `draft_answer: "Upgrade to QAIRT 2.45 or later. The 'BQ is not supported' error on SA8295 (v68) was resolved in 2.45; not a model issue, a QAIRT version gap."`, `kb_citation: "faq-sa8295-bq-not-supported"`, `confidence: "high"`. **Question:** "How do I derive the 100 Dense INT8 TOPS spec for the IQ-9075 from profiler metrics?" Thread replies: `[{user: "Czar", is_internal: true, text: "<@Eng> any chance you can help here? <@customer> since this is device-specific, you'll likely have better luck asking in Qualcomm Developers Discord (https://discord.com/invite/qualcommdevelopernetwork)."}]` → `status: ack-only` (handoff + redirect, no substantive answer). The Discord URL is a redirect, not an answer to the TOPS math. `topic: "tops derivation"`, `draft_answer: null`, `kb_citation: null`. **Question:** "What's the right workflow for running a VLM on-device via GenieX (QAIRT)? I've tried genie-t2t-run.exe (text-only) and see genie-app-script.txt in the bundle. Is genie-app.exe the intended VLM path? What's the preprocessing pipeline for a custom image (.raw files)?" Thread replies: `[{user: "Eng", is_internal: true, text: "Now you can run LLM/VLM directly via GenieX (https://github.com/qualcomm/GenieX#quickstart), or try the released app GenieX Chat Windows (https://aihub.qualcomm.com/apps/geniex_chat_windows)."}]` → `status: answered`. Bucket #4: fresh URLs, no `@mention` handoff, no info-gathering, no forum redirect. The one-line reply is higher-altitude than the multi-part ask — "use GenieX quickstart or the shipped app" supersedes the sub-questions about which `.exe` and which preprocessing step. A short URL-directed reply can answer a long question. `topic: "geniex vlm"`, `draft_answer: null`, `kb_citation: null`.