Pilot Customer Support Triage Setup

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 co...

Security Scan

Instruction-only setup for a 3-agent customer support triage deployment that is internally consistent with its stated purpose; it does not request unrelated secrets or escalate privileges, but you should verify the tools and any downstream integrations before running it.

Purpose & Capability

The name/description (deploy triage system) matches the requirements: the skill needs pilotctl to configure hosts and clawhub to install the listed pilot skills. Required binaries are appropriate and proportional to the task.

Instruction Scope

SKILL.md is a step-by-step setup guide (prompt for role/prefix, run clawhub installs, set hostname via pilotctl, write a manifest to ~/.pilot/setups, and perform handshakes). Instructions stay within the stated deployment scope and do not ask to read unrelated files or hidden system state.

Install Mechanism

This is instruction-only (no install spec). The risk surface is limited to the external 'clawhub' tool invoking installs of other skills; the skill itself does not download or execute code directly.

Credentials

The skill declares no environment variables or credentials (reasonable for an orchestration/setup guide). However, downstream skills referenced (e.g., pilot-webhook-bridge, pilot-slack-bridge) will likely require webhooks or API tokens to forward to helpdesk/Slack — those credentials are not discussed or declared here, so you should supply and store them securely when enabling those bridges.

Persistence & Privilege

always:false and user-invocable are appropriate. The only persistent change the guide makes is writing a manifest under the user's ~/.pilot directory (its own config area), which is expected for a setup recipe. The skill does not request system-wide config changes or other skills' credentials.

Assessment

This skill is a coherent, instruction-only setup for three pilot agents. Before running: 1) confirm pilotctl and clawhub are legitimate and installed from trusted sources; 2) review the generated ~/.pilot/setups/customer-support-triage.json manifest before creating it; 3) be prepared to provide and securely store any API/webhook tokens needed by downstream skills (Slack, Zendesk, etc.), since those integrations will require credentials not declared here; 4) only perform handshakes with hosts you control or trust to avoid exposing ticket data; and 5) audit the individual pilot-* skills that clawhub will install, because their behavior and required credentials determine the real security/capability posture of your deployment.

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.