Pilot customer support triage setup

Skill TeoSlayer/pilot-skills/skills/pilot-customer-support-triage-setup

80+ agent skills for Pilot Protocol — communication, file transfer, trust, task routing, swarm coordination, and more

Install

npx -y skills add TeoSlayer/pilot-skills --skill pilot-customer-support-triage-setup

Assembled from the repository path, not quoted from the project. Check it against their README if it does not work.

One thing to look at

7 stars7 stars. Stars are a popularity signal and not a quality one, but at this level it is likely that nobody has read this closely except its author, and you would be relying on your own review.

What its author says it does

Copied from the file, not written here

Deploy a customer support triage system with 3 agents. Use this skill when: 1. User wants to set up automated support ticket routing and triage 2. User is configuring an agent as part of a customer support workflow 3. User asks about automating ticket classification, resolution, or escalation Do NOT use this skill when: - User wants a single priority queue (use pilot-priority-queue instead) - User wants to send a one-off webhook (use pilot-webhook-bridge instead)

The file declares its own license as AGPL-3.0. That is the author’s claim about this one file, and it is not the same thing as the license GitHub reports for the repository, which is listed with the other numbers below.

SKILL.md

7.2 KB, as published. Nobody here has run it

Customer Support Triage Setup

Deploy 3 agents that classify, auto-resolve, and escalate support tickets.

Roles

Role	Hostname	Skills	Purpose
triage-bot	`<prefix>-triage-bot`	pilot-event-filter, pilot-priority-queue, pilot-task-router	Classifies tickets by urgency and routes to handler
resolver	`<prefix>-resolver`	pilot-task-router, pilot-receipt, pilot-audit-log	Auto-resolves routine queries from knowledge base
escalator	`<prefix>-escalator`	pilot-webhook-bridge, pilot-slack-bridge, pilot-alert	Enriches and escalates complex issues to humans

Setup Procedure

Step 1: Ask the user which role this agent should play and what prefix to use.

Step 2: Install the skills for the chosen role:

# For triage-bot:
clawhub install pilot-event-filter pilot-priority-queue pilot-task-router

# For resolver:
clawhub install pilot-task-router pilot-receipt pilot-audit-log

# For escalator:
clawhub install pilot-webhook-bridge pilot-slack-bridge pilot-alert

Step 3: Set the hostname:

pilotctl --json set-hostname <prefix>-<role>

Step 4: Write the setup manifest:

mkdir -p ~/.pilot/setups
cat > ~/.pilot/setups/customer-support-triage.json << 'MANIFEST'
<role-specific manifest from templates below>
MANIFEST

Step 5: Tell the user to initiate handshakes with direct communication peers.

Manifest Templates Per Role

triage-bot

{
  "setup": "customer-support-triage",
  "setup_name": "Customer Support Triage",
  "role": "triage-bot",
  "role_name": "Triage Bot",
  "hostname": "<prefix>-triage-bot",
  "description": "Receives incoming support tickets, classifies by urgency and category, routes to the right handler.",
  "skills": {
    "pilot-event-filter": "Filter and classify incoming tickets by urgency (low/medium/high/critical) and category (billing/technical/account).",
    "pilot-priority-queue": "Queue tickets by priority so critical issues are routed immediately.",
    "pilot-task-router": "Route classified tickets to resolver for routine issues or escalator for complex ones."
  },
  "peers": [
    { "role": "resolver", "hostname": "<prefix>-resolver", "description": "Handles routine tickets with knowledge base lookups" },
    { "role": "escalator", "hostname": "<prefix>-escalator", "description": "Handles complex tickets requiring human attention" }
  ],
  "data_flows": [
    { "direction": "send", "peer": "<prefix>-resolver", "port": 1002, "topic": "ticket-routine", "description": "Routine tickets for automated resolution" },
    { "direction": "send", "peer": "<prefix>-escalator", "port": 1002, "topic": "ticket-complex", "description": "Complex tickets requiring human attention" }
  ],
  "handshakes_needed": ["<prefix>-resolver", "<prefix>-escalator"]
}

resolver

{
  "setup": "customer-support-triage",
  "setup_name": "Customer Support Triage",
  "role": "resolver",
  "role_name": "Auto-Resolver",
  "hostname": "<prefix>-resolver",
  "description": "Handles routine queries using knowledge base lookups -- order status, FAQs, password resets.",
  "skills": {
    "pilot-task-router": "Match incoming ticket category to the appropriate knowledge base article or resolution workflow.",
    "pilot-receipt": "Send resolution confirmation back to the triage bot for tracking.",
    "pilot-audit-log": "Log every auto-resolution with ticket ID, category, and resolution method for compliance."
  },
  "peers": [
    { "role": "triage-bot", "hostname": "<prefix>-triage-bot", "description": "Sends routine tickets for auto-resolution" }
  ],
  "data_flows": [
    { "direction": "receive", "peer": "<prefix>-triage-bot", "port": 1002, "topic": "ticket-routine", "description": "Routine tickets for automated resolution" }
  ],
  "handshakes_needed": ["<prefix>-triage-bot"]
}

escalator

{
  "setup": "customer-support-triage",
  "setup_name": "Customer Support Triage",
  "role": "escalator",
  "role_name": "Escalation Agent",
  "hostname": "<prefix>-escalator",
  "description": "Takes complex issues, enriches with customer history and context, forwards to human support via webhook or Slack.",
  "skills": {
    "pilot-webhook-bridge": "Forward enriched tickets to the helpdesk system (Zendesk, Freshdesk, etc.) via webhook.",
    "pilot-slack-bridge": "Post escalation summaries to the support team Slack channel with ticket context.",
    "pilot-alert": "Send urgent alerts for critical-priority tickets that need immediate human response."
  },
  "peers": [
    { "role": "triage-bot", "hostname": "<prefix>-triage-bot", "description": "Sends complex tickets that need human attention" }
  ],
  "data_flows": [
    { "direction": "receive", "peer": "<prefix>-triage-bot", "port": 1002, "topic": "ticket-complex", "description": "Complex tickets requiring human attention" },
    { "direction": "send", "peer": "external", "port": 443, "topic": "escalation", "description": "Escalated tickets to helpdesk and Slack" }
  ],
  "handshakes_needed": ["<prefix>-triage-bot"]
}

Data Flows

triage-bot -> resolver : ticket-routine (port 1002)
triage-bot -> escalator : ticket-complex (port 1002)
escalator -> external : escalation via webhook (port 443)

Handshakes

# triage-bot handshakes with resolver and escalator:
pilotctl --json handshake <prefix>-resolver "setup: customer-support-triage"
pilotctl --json handshake <prefix>-escalator "setup: customer-support-triage"

# resolver and escalator handshake back with triage-bot:
pilotctl --json handshake <prefix>-triage-bot "setup: customer-support-triage"
pilotctl --json handshake <prefix>-triage-bot "setup: customer-support-triage"

Workflow Example

# On resolver -- subscribe to routine tickets:
pilotctl --json subscribe <prefix>-triage-bot ticket-routine

# On escalator -- subscribe to complex tickets:
pilotctl --json subscribe <prefix>-triage-bot ticket-complex

# On triage-bot -- route a routine ticket:
pilotctl --json publish <prefix>-resolver ticket-routine '{"ticket_id":"TK-4821","category":"account","urgency":"low","subject":"Password reset"}'

# On triage-bot -- route a complex ticket:
pilotctl --json publish <prefix>-escalator ticket-complex '{"ticket_id":"TK-4822","category":"technical","urgency":"critical","subject":"Data loss in production"}'

Dependencies

Requires pilot-protocol skill, pilotctl binary, clawhub binary, and a running daemon.