handle-complaint

An angry customer is still a salvageable customer if you respond quickly and to the point. The skill pulls up the history and the order, prepares a response suited to the severity of the situation, and also suggests what to fix so the same complaint doesn't come in again.

Run the complaint analysis by linking two skills. Read the complaint, gather context, prepare a response, and suggest a fix so this doesn't happen again.

Argument breakdown:

• EMAIL_OR_TICKET_ID (optional) — email ID (~~почта), ticket ID (~~crm), or "latest" to take the most recent unresolved complaint. If not specified — ask the owner to paste the complaint text.

Step 1 — Load the complaint (ticket-deflector)

Following the workflow of the skill ticket-deflector:

1. If an ID is given: pull the full conversation from ~~почты or ~~crm.
2. If "latest": pull the most recent unresolved ticket from ~~crm or an email from ~~почты marked as complaint/support.
3. If there's nothing: ask the owner to paste the complaint text directly.
4. Identify: customer name, order/invoice details, what they're unhappy about, what they're asking for.

Step 2 — Gather context

1. Find the customer's history in ~~crm: past purchases, previous complaints, deal stage, total purchase amount over all time.
2. Find the related transaction in ~~платежах: order status, refund history, dispute status.
3. Summarize: "This is a {new/returning} customer, with purchases totaling {amount} ₽, {0/N} previous complaints. The current issue is {one sentence}."

Step 3 — Prepare a response (ticket-deflector)

Following the workflow of the skill ticket-deflector (response in the selected tone):

1. Prepare a response suited to the severity of the situation and the customer's history:
   • Complaining for the first time, many purchases → understanding, generous
   • Complaining again → polite, firm, to the point
   • Hamit → correct, concise, with boundaries indicated
2. Include: acknowledgment, explanation (if known), proposed solution, next step.
3. ⚠️ If the complaint is about a return/product quality — act within the general framework of the Consumer Rights Protection Law, do not invent specific articles and deadlines. If in doubt — "clarify the return conditions".
4. Show the draft to the owner. Do NOT send.

Step 4 — Propose an operational fix (customer-pulse)

1. Check whether the complaint falls into a known topic (from past launches customer-pulse-check or similar complaints in ~~crm).
2. If it is a pattern: "This is the {N}th complaint about {problem} this month. Worth considering: {specific change}."
3. If it is a one-off case: "Looks like a one-off case. No pattern detected."

Connector failures

If ~~почта и ~~crm are both unavailable — ask the owner to paste the complaint text; the skill works with manual input. If there is no ~~платежей — skip the operation search and note "Payments are not connected — order status unavailable, working from the complaint text".

Approval gates

• Never send a reply without the owner's explicit approval. Drafts only.
• Never process refunds or compensations automatically. Show the option — the owner decides.
• Never close tickets or resolve disputes without the owner's confirmation.

Output

Show a summary of the customer context, the draft reply, and the operational suggestion (if there is a pattern). Ask: "Send this reply, edit it, or do something else?"