Support Flow Builder

Turn ecommerce support policies, ticket patterns, and channel context into reusable support flows, agent playbooks, macros, bot handoff logic, and governance...

Security Scan

The skill's code, instructions, and requirements are coherent with its stated purpose (creating offline support flow documentation) and do not request unrelated credentials or install external software.

Purpose & Capability

Name/description (support flow design for ecommerce CX) align with included code and SKILL.md. The skill does not request cloud credentials, binaries, or config paths that would be unrelated to producing policy-grounded flow documents.

Instruction Scope

SKILL.md instructs the agent to collect scenario and policy context and produce a markdown pack. It explicitly states it does not connect to live helpdesks, edit production bots, or inspect real ticket systems. The included handler.py only processes input text and renders a markdown output; there are no instructions to read unrelated files, environment variables, or external endpoints.

Install Mechanism

There is no install spec (instruction-first). No download/install steps are present. The bundle includes a small local Python handler and tests but nothing that fetches or executes remote code.

Credentials

The skill declares no required environment variables, credentials, or config paths. The code does not access os.environ or other secrets. The lack of requested secrets is proportionate to the skill's documentation/templating purpose.

Persistence & Privilege

Flags are default (always: false, user-invocable: true, disable-model-invocation: false). The skill does not persist configuration, modify other skills, or request permanent agent privileges.

Assessment

This skill appears internally consistent and safe for generating offline support flow documentation. Before installing or running: (1) review the included handler.py if you will run code locally — it only formats input into markdown and reads stdin/argv; (2) if you later integrate these outputs with live helpdesk systems or automation, you will need additional connectors and credentials — those integrations should be reviewed separately; (3) monitor future updates for added network calls or env-var access (those would be the main cause for concern). If you require stricter guarantees, run the provided tests in an isolated environment first and inspect any new versions for remote-install or secret-access behavior.

Overview

Use this skill to convert support-policy context and recurring ticket themes into a structured service workflow. It is designed for CX and ecommerce operations teams that need repeatable flows, safer answers, and faster onboarding.

This MVP is documentation-first. It does not connect to live helpdesks, edit production bots, or inspect real ticket systems. It applies a policy-grounded flow template and produces channel-ready outputs for review.

Trigger

Use this skill when the user wants to:

• create or clean up a support flow for a common ticket type
• turn policies and rough ticket patterns into decision trees and agent playbooks
• generate macros or canned responses for email, chat, or marketplace messaging
• design bot handoff requirements and escalation logic
• identify policy gaps or governance risks in current support operations

Example prompts

• "Build a refund flow for our ecommerce support team"
• "Create macros and escalation logic for delivery-delay tickets"
• "Turn our return policy into a live-chat playbook"
• "Design a bot-to-human handoff for payment failure cases"

Workflow

1. Capture the support scenario, channels, and policy constraints.
2. Translate the request into decision points, required checks, and exception handling.
3. Build the core flow and define escalation boundaries.
4. Generate agent-facing macros and bot handoff fields.
5. Return a markdown pack that a CX manager can review and adapt.

Inputs

The user can provide any mix of:

• ticket summaries or transcript snippets
• support policies, SLA notes, and approval rules
• target channels such as email, chat, marketplace IM, or call notes
• scenario goals, such as refund, return, delivery delay, payment failure, or VIP escalation
• team constraints, such as refund authority, warehouse dependencies, or multilingual support

Outputs

Return a markdown pack with:

• intent summary
• support flow map
• agent playbook
• macros or canned responses
• bot handoff fields
• governance and QA notes
• knowledge gaps to document next

Safety

• Do not invent policy authority the team has not provided.
• Mark sensitive, legal, fraud, or compensation-heavy cases for human review.
• Keep production automation changes out of scope.
• State clearly when policy gaps prevent a clean decision tree.

Examples

Example 1

Input: return policy notes and recent delivery-delay tickets.

Output: produce a flow map, escalation points, and copy-ready chat or email macros.

Example 2

Input: payment-failure scenario for bot handoff design.

Output: define intake questions, required fields, escalation triggers, and agent response blocks.

Acceptance Criteria

• Return markdown text.
• Include the flow, macro, and governance sections.
• Keep the output usable by managers and frontline agents.
• Flag policy gaps or sensitive-review points explicitly.