Pilot Customer Support Triage Setup

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name: pilot-customer-support-triage-setup description: > 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) tags: - pilot-protocol - setup - support - triage - customer-service license: AGPL-3.0 metadata: author: vulture-labs version: "1.0" openclaw: requires: bins: - pilotctl - clawhub homepage: https://pilotprotocol.network allowed-tools: - Bash

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Customer Support Triage Setup

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

Roles

| Role | Hostname | Skills | Purpose | |------|----------|--------|---------| | triage-bot | -triage-bot | pilot-event-filter, pilot-priority-queue, pilot-task-router | Classifies tickets by urgency and routes to handler | | resolver | -resolver | pilot-task-router, pilot-receipt, pilot-audit-log | Auto-resolves routine queries from knowledge base | | escalator | -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 -

Step 4: Write the setup manifest:

mkdir -p ~/.pilot/setups
cat > ~/.pilot/setups/customer-support-triage.json << 'MANIFEST'

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": "-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": "-resolver", "description": "Handles routine tickets with knowledge base lookups" },
    { "role": "escalator", "hostname": "-escalator", "description": "Handles complex tickets requiring human attention" }
  ],
  "data_flows": [
    { "direction": "send", "peer": "-resolver", "port": 1002, "topic": "ticket-routine", "description": "Routine tickets for automated resolution" },
    { "direction": "send", "peer": "-escalator", "port": 1002, "topic": "ticket-complex", "description": "Complex tickets requiring human attention" }
  ],
  "handshakes_needed": ["-resolver", "-escalator"]
}

resolver

{
  "setup": "customer-support-triage",
  "setup_name": "Customer Support Triage",
  "role": "resolver",
  "role_name": "Auto-Resolver",
  "hostname": "-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": "-triage-bot", "description": "Sends routine tickets for auto-resolution" }
  ],
  "data_flows": [
    { "direction": "receive", "peer": "-triage-bot", "port": 1002, "topic": "ticket-routine", "description": "Routine tickets for automated resolution" }
  ],
  "handshakes_needed": ["-triage-bot"]
}

escalator

{
  "setup": "customer-support-triage",
  "setup_name": "Customer Support Triage",
  "role": "escalator",
  "role_name": "Escalation Agent",
  "hostname": "-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": "-triage-bot", "description": "Sends complex tickets that need human attention" }
  ],
  "data_flows": [
    { "direction": "receive", "peer": "-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": ["-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 -resolver "setup: customer-support-triage"
pilotctl --json handshake -escalator "setup: customer-support-triage"
resolver and escalator handshake back with triage-bot:
pilotctl --json handshake -triage-bot "setup: customer-support-triage"
pilotctl --json handshake -triage-bot "setup: customer-support-triage"

Workflow Example

# On resolver -- subscribe to routine tickets:
pilotctl --json subscribe -triage-bot ticket-routine
On escalator -- subscribe to complex tickets:
pilotctl --json subscribe -triage-bot ticket-complex
On triage-bot -- route a routine ticket:
pilotctl --json publish -resolver ticket-routine '{"ticket_id":"TK-4821","category":"account","urgency":"low","subject":"Password reset"}'
On triage-bot -- route a complex ticket:
pilotctl --json publish -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.