Resolve a HubSpot Support Inquiry Safely

{"category":"operations","description":"Use when a customer support form submission or an open HubSpot ticket needs a correct, auditable next response. It turns the inquiry into a triage decision, a ticket when warranted, a researched draft, and a human-approved customer reply with the right follow-up state. Do not use for support-volume reporting, bulk campaigns, or sending email automatically.","inputSchema":{"$schema":"https://json-schema.org/draft/2020-12/schema","additionalProperties":false,"properties":{"productArea":{"description":"Optional product or code area to focus investigation on when known.","type":"string"},"workItemId":{"description":"HubSpot contact ID for a form submission or ticket ID for an existing ticket.","type":"string"},"workItemType":{"description":"Whether the work starts from a new HubSpot support form submission or an existing ticket.","enum":["form_submission","ticket"],"type":"string"}},"required":["workItemType","workItemId"],"type":"object"},"schemaVersion":1,"steps":[{"expectedOutputs":[{"format":"markdown","name":"intake.md","sections":["Request","Relevant history","Current state","Risks"]}],"id":"J7HH","instructions":"Read the indicated 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. Produce `intake.md` with Request, Relevant history, Current state, and Risks. Gate: the next action is based on the latest customer message and a verified HubSpot record.","resourceHints":[{"kind":"skill","ref":"skill://support-triage","selector":"main"},{"kind":"skill","ref":"skill://support-reply","selector":"main"}],"title":"Inspect the inquiry and its history"},{"expectedOutputs":[{"format":"markdown","name":"triage.md","sections":["Decision","Ticket","Rationale","Owner"]}],"id":"K73K","instructions":"For a form submission, decide whether it needs a new ticket, belongs on an existing ticket, or can be skipped as clearly non-actionable. Create a ticket only for work that needs a tracked response; otherwise record the reason without fabricating a ticket. For an existing ticket, confirm that it is the right active record and that its stage reflects who owes the next action. Produce `triage.md` with Decision, Ticket, Rationale, and Owner. Gate: there is one unambiguous work record or an explicit, evidence-based reason not to create one.","resourceHints":[{"kind":"cli","ref":"file:support/triage.py","selector":"main"}],"title":"Make and record the triage decision"},{"expectedOutputs":[{"format":"markdown","name":"investigation.md","sections":["Evidence","Assessment","Customer-safe guidance","Escalation needed"]}],"id":"D1RE","instructions":"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. Produce `investigation.md` with Evidence, Assessment, Customer-safe guidance, and Escalation needed. Gate: every customer-facing claim is supported by evidence or is clearly framed as a question or next step.","resourceHints":[{"kind":"skill","ref":"skill://ask","selector":"main"}],"title":"Investigate enough to give a reliable answer"},{"expectedOutputs":[{"format":"markdown","name":"reply-review.md","sections":["Draft path","Claims checked","Required human action","Proposed ticket stage"]}],"id":"VHKS","instructions":"Draft a concise reply that addresses the request, states any verified workaround or next action, and asks only necessary follow-up questions. Save the draft through the support tooling and add an internal comment only when it will help a later operator. Do not send email through an API or claim it was sent. Produce `reply-review.md` with Draft path, Claims checked, Required human action, and Proposed ticket stage. Gate: a human can copy the draft into the support inbox without exposing internal details, making an unsupported promise, or needing to reconstruct context.","resourceHints":[{"kind":"cli","ref":"file:support/reply.py","selector":"main"}],"title":"Prepare a customer-safe reply for human sending"},{"expectedOutputs":[{"format":"markdown","name":"handoff.md","sections":["Sent confirmation","Ticket stage","Next trigger","Closure rationale"]}],"id":"6P9J","instructions":"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. Produce `handoff.md` with Sent confirmation, Ticket stage, Next trigger, and Closure rationale when applicable. Gate: the ticket accurately shows who owes the next action and the local case folder is consistent with its open or closed state.","resourceHints":[{"kind":"document","ref":"file:support/README.md","selector":"main"}],"title":"Confirm the handoff and maintain the queue"}],"title":"Resolve a HubSpot Support Inquiry Safely"}