First-response playbook for an inbound customer message — classifies the ticket, restates the issue, gathers missing context, and routes the reply.
NewMaintained
Automatic
◆Support pack
Last verified 9/24/2026
What it changes
Passed 10 of 17 test cases with the skill, and 10 of 17 without it.
Without skill60%
With skill60%
Checks it passed that the model alone missed
The response requests the ticket ID.
The response expresses gratitude for the feature suggestion.
The requested missing items are presented as a numbered list.
and 4 more in the full report
11 fixed2 passed either way9 still failing1 broke
Pass-rate lift
0 pp
Tokens
+108%
Agent turns
0%
Response time
+51%
Model gemini-3.6-flashMeasured 9/24/2026v113 of 23 cases passed with skill · 17 comparable
Tokens, turns and time describe resource use, not a dollar price.
See it in action
One of 11 test cases the skill fixed. Same model, same prompt, with and without the skill.
1 of 11
Prompt
An incoming message has arrived from a customer:
'From: [email protected]
Subject: Billing issue on annual plan renewal
Message: My annual subscription renewed yesterday for $150, but I intended to downgrade to monthly last week. I would like a refund of the $150 annual fee so I can switch. Ticket #55192.'
Please generate the first reply to this customer ticket.
What was checked, without and with the skill
Checked
Without skill
With skill
The response contains the restatement phrase 'Just to make sure I understand:'.
Missed
Passed
The response informs the customer that a human will follow up within one business day.
Missed
Passed
case-05 · gemini-3.6-flash · 9/24/2026 · answers are capped and redacted
What's inside
The instructions your model reads when the skill loads.
SKILL.md35 linessingle file
Triage an inbound ticket
A playbook for the first response to a new customer message.
When to use
A customer message has arrived and you have not yet replied to it.
Steps
Classify. Pick exactly one of:
bug — something is broken or behaving unexpectedly,
question — the customer wants information,
feature — a request for new behavior,
escalation — out-of-policy, refund > $100, abusive, legal, or
compliance-flavored.
Restate. Reply to the customer with: a one-sentence empathy line, then
"Just to make sure I understand: …" with the issue in your own words.
Gather. If the ticket id is missing, ask for it now. If you need
reproduction steps, account email, or order number, ask for them as a
numbered list.
Respond.
For bug or question: search workspace docs (grep_files,
memory_search) and prior sessions (session_search) for an existing
answer; reply with the solution and a citation.
For feature: thank them, log the request in your reply (the runtime
captures it), and set expectations.
For escalation: hand off to escalation-router and tell the customer
a human will follow up within one business day.
Close. Apply the closing rules from AGENTS.md.
Output
A single customer-facing message. Do not include the classification label in
the message body — keep it as the first line of your internal scratch.