Customer Service Ticket Triage

Tier 2: ESCALATE_OPS_MANAGER

Operational issues requiring human judgment or authority beyond auto-response.

Examples:

• Refund or exchange requests
• Product quality complaints
• Shipping damage reports
• Order modifications after placement
• Questions about product sourcing or authenticity requiring specifics we don't have

Output (three documents):

1. Bahasa Indonesia briefing for operations-manager — Summary of the issue, recommended action, customer history if available. Use formal register ("Anda", "Mungkin bisa..."). Include the customer's original message translated to Bahasa Indonesia.
2. English draft response — A proposed customer reply for operations-manager to review, edit, and send
3. Bilingual internal notes — Context for the skill_invocations log

Tier 3: ESCALATE_SPECIALIST

Questions requiring specific expertise.

Output: Email draft to the specialist with full context + the customer's message.

Tier 4: URGENT

Time-sensitive issues requiring immediate attention. Same as Tier 2 but flagged "MENDESAK" (urgent) in operations-manager's WhatsApp notification.

Triggers:

• Customer mentions legal action, BBB, or chargeback
• Order value >$200 with a complaint
• Product safety concern
• Social media complaint with public visibility

Classification Logic

Work through this decision tree:

1. Is this spam or not a real customer inquiry?
   → Yes: Tag as spam, no response needed
   → No: Continue

2. Is this urgent? (legal threat, safety concern, high-value complaint)
   → Yes: URGENT (Tier 4)
   → No: Continue

3. Can I answer this with information I have access to?
   (order status, shipping policy, product specs, return policy)
   → Yes: AUTO_RESPOND (Tier 1)
   → No: Continue

4. Does this require Buddhist/spiritual expertise?
   → Yes: ESCALATE_SPECIALIST → spiritual-director (Tier 3)
   → No: Continue

5. Does this require operational authority?
   (refunds, exchanges, special accommodations)
   → Yes: ESCALATE_OPS_MANAGER (Tier 2)
   → No: ESCALATE_SPECIALIST → ceo (Tier 3)

Response Templates

Read agents/customer-service/skills/ticket-triage/response-templates.md for pre-approved response templates by category.

Model Routing

• Classification step: Use Haiku 4.5 (fast, cheap — just categorizing)
• Response drafting: Use Sonnet 4.6 (needs nuance for customer tone)
• Bahasa Indonesia translation: Use Sonnet 4.6 (quality matters for operations-manager's trust)

Output Format

Every triage produces a structured result:

{
  "tier": "AUTO_RESPOND | ESCALATE_OPS_MANAGER | ESCALATE_SPECIALIST | URGENT",
  "category": "shipping | product | practice | refund | complaint | other",
  "confidence": 0.0-1.0,
  "customer_response_draft": "...",
  "internal_notes_en": "...",
  "internal_notes_id": "...",
  "escalation_target": "operations-manager | spiritual-director | ceo | warehouse-manager | null",
  "order_id": "if applicable",
  "suggested_tags": ["shipping", "tracking"]
}