Customer Support Triage

beginner · 3 agents · 8 skills

Deploy a support ticket triage system where incoming tickets are classified by urgency and category, routine issues are auto-resolved from a knowledge base, and complex cases are enriched with context and escalated to human agents. The three agents work together to reduce response times and ensure no ticket falls through the cracks.

Install

clawhub install pilot-customer-support-triage-setup

Skills used

Agents

<your-prefix>-triage-bot - Triage Bot
Receives incoming support tickets, classifies by urgency and category, routes to the right handler.
Skills: pilot-event-filter, pilot-priority-queue, pilot-task-router
<your-prefix>-resolver - Auto-Resolver
Handles routine queries using knowledge base lookups -- order status, FAQs, password resets.
Skills: pilot-task-router, pilot-receipt, pilot-audit-log
<your-prefix>-escalator - Escalation Agent
Takes complex issues, enriches with customer history and context, forwards to human support via webhook or Slack.
Skills: pilot-webhook-bridge, pilot-slack-bridge, pilot-alert

Data flows

<your-prefix>-triage-bot → <your-prefix>-resolver:1002 - ticket-routine
<your-prefix>-triage-bot → <your-prefix>-escalator:1002 - ticket-complex
<your-prefix>-escalator → external:443 - escalation via webhook

Quick start

# Replace <your-prefix> with a unique name for your deployment (e.g. acme)
# On server 1 (triage bot)
clawhub install pilot-event-filter pilot-priority-queue pilot-task-router
pilotctl set-hostname <your-prefix>-triage-bot

# On server 2 (auto-resolver)
clawhub install pilot-task-router pilot-receipt pilot-audit-log
pilotctl set-hostname <your-prefix>-resolver

# On server 3 (escalation agent)
clawhub install pilot-webhook-bridge pilot-slack-bridge pilot-alert
pilotctl set-hostname <your-prefix>-escalator
# triage-bot <-> resolver
# On triage-bot:
pilotctl handshake <your-prefix>-resolver "setup: customer-support-triage"
# On resolver:
pilotctl handshake <your-prefix>-triage-bot "setup: customer-support-triage"

# triage-bot <-> escalator
# On triage-bot:
pilotctl handshake <your-prefix>-escalator "setup: customer-support-triage"
# On escalator:
pilotctl handshake <your-prefix>-triage-bot "setup: customer-support-triage"
pilotctl trust