id = "customer-support"
name = "Customer Support Triage"
description = "Tiered customer support pipeline that classifies incoming requests by urgency and category, drafts an appropriate response, and escalates complex issues to a specialist."
category = "business"
tags = ["support", "triage", "customer-service", "escalation"]

[i18n.zh]
name = "客户支持分流"
description = "分级客户支持流水线，按紧急程度和类别对请求进行分类，起草相应回复，并将复杂问题升级给专家处理。"

[[parameters]]
name = "customer_message"
description = "The customer's support request or message"
param_type = "string"
required = true

[[parameters]]
name = "customer_name"
description = "Name of the customer for personalisation"
param_type = "string"
required = false
default = "Customer"

[[parameters]]
name = "product_context"
description = "Product or service context for more accurate responses"
param_type = "string"
required = false
default = ""

[[steps]]
name = "classify"
prompt_template = """
Classify the following customer support request. Determine:
1. Category: billing, technical, account, feature-request, bug-report, or general
2. Urgency: low, medium, high, critical
3. Sentiment: positive, neutral, frustrated, angry
4. Whether escalation to a human specialist is needed (true/false)

Return a structured assessment with reasoning for each classification.

Product context: {{product_context}}

Customer message:
{{customer_message}}
"""

[[steps]]
name = "draft_response"
prompt_template = """
Draft a helpful, empathetic support response for {{customer_name}} based on the classification below. The response should:
- Acknowledge the customer's concern
- Provide a clear solution or next steps
- Match the appropriate tone for the detected sentiment
- Include specific action items

Classification:
{{classify}}

Original message:
{{customer_message}}
"""
depends_on = ["classify"]

[[steps]]
name = "escalation_check"
prompt_template = """
Review the classification and drafted response below. Determine if this case requires escalation beyond automated support. If escalation is needed, prepare a concise internal handoff note for the specialist team that includes: summary, category, urgency, customer sentiment, attempted resolution, and recommended next steps.

If no escalation is needed, confirm the drafted response is complete and ready to send.

Classification:
{{classify}}

Drafted response:
{{draft_response}}
"""
depends_on = ["classify", "draft_response"]