# Slack Support

> Slack support bot — classifies incoming messages as FAQ/troubleshooting/escalation, answers from the knowledge base, and escalates complex cases to human agents

- Skill: `theaisingularity/slack-support` (Agent Skill)
- Install (CLI): `npx skillmds@latest add theaisingularity/slack-support`
- Raw SKILL.md: https://api.skillmd.com/api/skills/theaisingularity/slack-support/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Research & Search
- License: MIT
- Author: TheAiSingularity (https://skillmd.com/u/theaisingularity)
- Updated: 2026-09-22
- Page: https://skillmd.com/skills/theaisingularity/slack-support

---


# slack-support-bot

This skill handles incoming Slack support messages using a knowledge base of documents in `/sandbox/knowledge/`. It classifies intent, answers known questions, and escalates cases that need a human.

## When to invoke

- Automatically when a message arrives via the Slack gateway
- When the user manually says "handle this support request: [message]"

## Steps to execute

1. **Read the incoming message**
   - Get the full message text
   - Note the sender's Slack username and channel
   - Check if this is part of an ongoing thread (load thread context from memory if so)

2. **Classify the intent**
   - **FAQ**: question answerable from knowledge base (pricing, policies, features)
   - **Troubleshooting**: user has a problem and needs help fixing it
   - **Escalation required**: billing dispute, cancellation, security issue, legal question, or anything the knowledge base can't answer
   - **Spam/irrelevant**: not a support request

3. **For FAQ and Troubleshooting — search knowledge base**
   - Read the relevant files from `/sandbox/knowledge/`
   - Prioritize: faq.md, troubleshooting.md, then other docs
   - If the answer is present: draft a response
   - If the answer is not present: treat as escalation

4. **Draft and send the response**
   - Keep responses concise and friendly
   - Use Slack formatting: `*bold*`, `` `code` ``, numbered lists for steps
   - For troubleshooting: give steps in order, ask the user to confirm each step works
   - End with: "Does that help? Reply here if you need anything else."

5. **For escalations — notify the team**
   - Send to the escalation channel (from MEMORY.md — default: `#support-escalations`)
   - Include: sender, original message, reason for escalation, urgency level
   - Reply to the user: "This needs our team's attention. I've alerted them and someone will follow up shortly. [Estimated response time from MEMORY.md]"

6. **Update memory after each session**
   - If a new question type appeared that the knowledge base didn't cover: note it for the operator
   - If the same question appeared 3+ times: suggest adding it to the FAQ (note in MEMORY.md)

## Escalation triggers (read from MEMORY.md — set by operator)

Default escalation triggers (operator should customize these):
- Cancellation requests
- Billing disputes or refund requests > $50
- Security incidents or account compromise
- Legal questions or GDPR/privacy requests
- Questions where the knowledge base explicitly says "contact support"
- Any question the agent cannot answer confidently

## Response tone

- Friendly and professional
- Concise — aim for < 200 words per response
- Never pretend to know something you don't — say so and escalate
- Never make commitments about refunds, SLAs, or legal matters — escalate these

## Output format (Slack message)

For FAQ/troubleshooting:
```
[Direct answer to the question]

[Steps if troubleshooting — numbered list]

Does that help? Reply here if you need anything else. 🙂
```

For escalation reply to user:
```
Thanks for reaching out. This is something our team handles directly —
I've alerted them in our support channel. You can expect a reply within [SLA].

For urgent issues, you can also reach us at [email].
```

## Notes

- Keep knowledge base documents under 10,000 tokens each for best retrieval performance
- The escalation channel name and SLA targets should be set in memory by the operator at setup time
- After 30+ interactions, Hermes will auto-create an optimized FAQ skill from the most common question patterns