Clear the HubSpot Support Queue Safely
Operations
Open PlaybookList the outstanding queue
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.
Decide: answer inline, or start a dedicated Case
Investigate enough to give a reliable answer
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.
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.