Epismo
Get Started

Clear the HubSpot Support Queue Safely

Sweep the HubSpot support queue (new form submissions and open tickets, optionally scoped by date or category): answer the ones a known template can safely cover inline, and start a dedicated Case for anything that needs real investigation, escalation, a handoff, or looks likely to run long. Do not use for support-volume reporting, bulk campaigns, or sending email automatically.

Steps

  1. 1

    List the outstanding queue

    Use the support-triage skill's list view to see every new and new-activity row, applying windowSince and category when given; without them, the working set is everything currently outstanding. Skip anything obviously spam or non-support by eye; dismissals are not tracked, so just note what you excluded and why. Record the working set size so progress through it is visible. Gate: there is an explicit, enumerated candidate list before any item is inspected.

  2. 2

    Inspect the inquiry and its history

    For the current candidate in the working set, read the form submission or ticket, the associated contact, and prior inquiry or email history. Identify the customer's request, urgency, current ticket stage, and whether the latest submission is already covered by an existing ticket. Record only the minimal case facts needed to act; do not copy credentials or unnecessary personal data into agent notes. Return a concise, human-readable handoff in the conversation with the named sections; do not create a local file unless the user explicitly asks to export one. Gate: the next action is based on the latest customer message and a verified HubSpot record.

  3. 3

    Decide: answer inline, or start a dedicated Case

    Two separate decisions. First, the HubSpot side: follow the support-triage skill to judge whether this candidate needs a ticket, belongs on an existing ticket, or is clearly non-actionable, and to cut the ticket when warranted — record the reason either way without fabricating one; for an existing ticket, confirm it is the right active record and that its stage reflects who owes the next action. Second, the Epismo side: decide whether this candidate can be answered now with a known template or a straightforward, verified answer — if so, draft that reply inline in the next step and move on to the next candidate, no Case needed. If instead it needs real investigation, an internal escalation, a handoff, or otherwise looks likely to run long, start a dedicated Case for this one item, pinned to this Playbook Version — name the HubSpot ticket or contact ID in the Case's own description or an early Record so it stays traceable — and continue the remaining steps within that new Case rather than inside the sweep session. Gate: every candidate ends this step with both an explicit HubSpot disposition and an explicit Epismo disposition (answered inline-and-done, or handed to its own new Case); neither is left ambiguous.

  4. 4

    Investigate enough to give a reliable answer

    Only for items handed to their own Case in the previous step (template-covered, answered-inline items skip this). Use the repository, product documentation, and read-only diagnostics to establish the likely cause, workaround, or next owner. Separate verified facts from hypotheses. Escalate internally when the answer would require a production write, a security judgment, a billing exception, or an unreleased commitment. Return a concise, human-readable handoff in the conversation with the named sections; do not create a local file unless the user explicitly asks to export one. Gate: every customer-facing claim is supported by evidence or is clearly framed as a question or next step.

  5. 5

    Prepare a customer-safe reply for human sending

    Use the support-reply skill to draft a concise reply that addresses the request, states any verified workaround or next action, and asks only necessary follow-up questions. For a template-covered item answered inline in the decision step, this is a fast pass: adapt the known template rather than re-researching. The skill saves the draft under support tooling and can add an internal comment when it will help a later operator. Do not send email through an API or claim it was sent. Return a concise, human-readable handoff in the conversation with the named sections; do not create a local file unless the user explicitly asks to export one. Gate: a human can copy the draft into the support inbox without exposing internal details, making an unsupported promise, or needing to reconstruct context.

  6. 6

    Confirm the handoff and maintain the queue

    After the human sends from the connected support inbox, verify that the conversation is associated with the ticket and that automation or an explicit update placed it in the correct stage. When the customer responds, reopen the investigation loop; close only when the customer issue is resolved or the owner explicitly decides to close it. Return to the List-the-queue step for the next candidate until the working set is exhausted, then summarize the whole sweep: how many were answered inline versus handed off to their own Case, and why. Return a concise, human-readable handoff in the conversation with the named sections; do not create a local file unless the user explicitly asks to export one. Gate: the ticket accurately shows who owes the next action and the local case folder is consistent with its open or closed state.