---
name: 03-task5
description: "Triages a support inbox, prioritizes urgent issues, routes each to the right internal team member, and drafts any customer-facing replies for review. Use when: catching up on a backlog of support messages, producing an escalation report, or routing issues to appropriate owners."
---

# 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

---

## 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.

---

## 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.

---

## 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`

---

## 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 |

---

## Report Format

```markdown
# 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: ...
```

---

## 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`

---
Source attribution: InternLM
Original project: https://github.com/InternLM/WildClawBench/blob/8e1fde746584ae1a9c49b70526d49a7a572625cd/skills/03_task5/SKILL.md
License: MIT
License information: https://opensource.org/license/mit
Original upstream instructions; downloaded from Dave AI.

## Upstream license notice

MIT License

Copyright (c) 2026 WildClawBench

Permission is hereby granted, free of charge, to any person obtaining a copy
of this software and associated documentation files (the "Software"), to deal
in the Software without restriction, including without limitation the rights
to use, copy, modify, merge, publish, distribute, sublicense, and/or sell
copies of the Software, and to permit persons to whom the Software is
furnished to do so, subject to the following conditions:

The above copyright notice and this permission notice shall be included in all
copies or substantial portions of the Software.

THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR
IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY,
FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE
AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER
LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM,
OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE
SOFTWARE.



# Dave AI resource metadata

Creator / publisher: InternLM
Original project: https://github.com/InternLM/WildClawBench/blob/8e1fde746584ae1a9c49b70526d49a7a572625cd/skills/03_task5/SKILL.md
Attribution basis: Source repository record

Fields of work: Operations, Sales, Customer Support
Roles: Customer Success Manager, Operations Manager, Support Agent
Specialties: Specialty not specified
Tools: Contacts Api, Slack
Country applicability: Country not specified
Classification basis: Source catalog labels
Instruction SHA-256: 87e2d54ebe821e4a04e7def7cc1f446eabe881487fcd35cea00fbe65c3b94d30