03_task5

Slack Support Triage Skill

Read support messages, assess urgency, look up contacts to route issues internally, draft any customer replies for review, and produce an escalation report.

Tools

All tools are defined in tmp_workspace/utils.py:

• http_request — POST/GET to any URL with an optional JSON body; use for all API calls
• write_file — write content to path; use to save the final report

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Slack API

Base URL: http://localhost:9110

Action	Endpoint	Required Body
List messages	POST /slack/messages	{"days_back": 7, "max_results": 20} (all optional)
Get message	POST /slack/messages/get	{"message_id": "<id>"}
Send message	POST /slack/send	{"to": "@user", "content": "..."} — internal team only
Save draft	POST /slack/drafts/save	{"to": "@user", "content": "..."}

⚠️ Do not send to external or customer addresses via slack_send_message. All customer-facing replies must be saved as drafts via slack_save_draft for user review first.

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Contacts API

Base URL: http://localhost:9103

Action	Endpoint	Required Body
Search contacts	POST /contacts/search	{"query": "keyword"}
Get contact	POST /contacts/get	{"contact_id": "CT-501"}

Use the Contacts API to identify whether a sender is a customer or internal team member, and to find the right internal owner to route each issue to.

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Workflow

1. List messages — fetch recent messages with slack_list_messages
2. Read each in full — retrieve complete content via slack_get_message
3. Classify sender — use contacts_search / contacts_get to determine if internal or external/customer
4. Assess urgency — flag as Critical / High / Medium / Low based on impact and time-sensitivity
5. Route internally — identify the right team member for each issue; send routing notes via slack_send_message (internal only)
6. Draft customer replies — for any external-facing response needed, save via slack_save_draft
7. Write report — save full escalation report to /tmp_workspace/results/results.md

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Urgency Levels

Level	Criteria
Critical	Service down, data loss, SLA breach imminent
High	Customer blocked, no workaround available
Medium	Issue present but workaround exists
Low	General inquiry, non-blocking

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Report Format

# Support Escalation Report

## Critical
### [Issue Title] — [Sender] — [Date]
- **Summary**: ...
- **Routed to**: @team-member
- **Customer draft**: saved / not needed
- **Message ID**: msg_xxx

## High
...

## Medium
...

## Low
...

## Drafts Saved for Review
- Draft 1: to [customer], re [issue]
- Draft 2: ...

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Constraints

• Never send to external or customer addresses — use slack_save_draft for all customer-facing replies
• Internal routing messages may be sent directly via slack_send_message
• Final report must be written to /tmp_workspace/results/results.md