support-triage

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.

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.

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.