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Skillsticket-deflector

ticket-deflector

Office & productivity

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Updated 10-15 19:47

About this skill

Support assistant (ticket-deflector)

Every customer email is a context switch: where the order is, how much they paid, what to reply to them, and whether they will blow up if you reply two days later. The skill itself pulls up the payment status and the customer's history and prepares a reply in your own words, and it will not issue a refund without your explicit "yes" — you only review the draft instead of gathering facts manually.

Quick start

Forward or paste the customer's email — Claude will pull up the order status from ~~платежей, find the customer in ~~crm and prepare a reply in the owner's voice. If a refund is needed, it will gather the details and wait for explicit confirmation before issuing anything.

Владелец: «ответь этому клиенту» [пересылает письмо]
→ Извлечь почту клиента + суть обращения из переписки
→ Подтянуть статус оплаты из ~~платежей
→ Подтянуть историю клиента из ~~crm
→ Подготовить ответ в голосе владельца
→ Владелец одобряет черновик → отправить или в черновики
→ Если нужен возврат: запрос подтверждения → владелец подтверждает → оформить

Workflow

  1. Read the customer's message. Accept a forwarded email (~~почта), a messenger message (~~мессенджер) or pasted text. Extract: the customer's contact, name, order or transaction number (if any) and the gist — a refund request, a question about order status or a general complaint. If there are several questions — answer them in the order they appear.

  2. Pull up the payment status from payments. Find the transaction in ~~платежах (for example YuKassa, Tinkoff Kassa) by the customer's contact or transaction number. Record: the amount, date, status and whether a refund has already been issued. If ~~платежи is not connected — note this in the draft and continue. If there are no matches — note this, do not guess a match.

    • Request limit: if the customer provided a transaction number — use it (a targeted search does not hit the limit). If you are searching by contact — use a window of 7 days (not 30). Wide date ranges most often hit the limit; consecutive requests in one session will exhaust the limit if the window is too wide.
    • If connected ~~мессенджер — check open requests from this client there.
    • If a second payment source is connected, check it as well as an additional one.
    • If several transactions match, show all of them and ask the owner which one is relevant before preparing the draft.

  3. Pull the client's history from the CRM. Find the contact in ~~crm (e.g. Bitrix24, amoCRM) by address/phone. Take: stage, notes, open deals, recent activity. If there is no contact, note this and suggest creating one after sending the reply; do not create one while preparing the reply.

  4. Prepare a reply. Write in the owner's voice. Adjust the tone to the type of request:

    • Refund request → with understanding, clearly, to the point
    • Question about order status → by the facts, calmly
    • General complaint → acknowledge, explain, offer a solution

    ⚠️ For refunds — a general framework, without invented details of the law. If the client demands a refund, remember: in Russia consumer rights are protected by the law “On Protection of Consumer Rights” (for example, return of goods of proper quality — within 14 days under conditions; goods of improper quality — a separate procedure). Do not cite specific articles and timeframes as final — write in general terms and, if in doubt, add: “clarify the return conditions” (with the owner/lawyer). Do not promise the client anything the owner has not confirmed.

    Mark any gaps in the data directly in the draft in brackets (for example, [Note: transaction not found in payments — check the order number before sending]), so that the owner sees the gap before sending. A worked example is in reference/examples/respond-refund-request.md. Typical pitfalls are in reference/gotchas.md.

  5. Checkpoint — the owner reviews the draft. Show the draft in full. Do not send or save until the owner approves. The owner may freely edit before approval.

  6. Checkpoint — processing a refund. If the refund is justified, after the draft is approved, show a separate confirmation request:

    "Process a refund of [amount] ₽ to client [name] ([contact]) for transaction [number]? Reply "Yes" to confirm."

    Wait for explicit confirmation. If the owner's reply is not a clear "yes", stop and ask how to proceed.

  7. Send or save to drafts. After approval, ask the owner: send now via ~~почту/~~мессенджер or save as a draft? Carry out the choice. Then record the interaction as a note in the client card in ~~crm.

  8. Report. One short paragraph: reply sent or in drafts, refund processed or not, note recorded in the CRM.

Approval gates

  • Never process a refund without the owner's explicit confirmation — always show the amount, client name, contact and transaction number before doing so.
  • Never send a reply without the owner's review. Always show the full draft first.
  • Never create a contact in the CRM while replying. Suggest this afterwards.
  • Never choose a transaction for the owner automatically. If several match — show them all, let the owner choose.
  • Never invent order details or legal provisions. If there is no record in the payments — say so directly in the draft. On refund terms — a general framework + "clarify the refund terms", without invented articles.

Reference materials