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 = "support"
tags = ["support", "triage", "customer-service", "escalation"]

[[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:\n1. Category: billing, technical, account, feature-request, bug-report, or general\n2. Urgency: low, medium, high, critical\n3. Sentiment: positive, neutral, frustrated, angry\n4. Whether escalation to a human specialist is needed (true/false)\n\nReturn a structured assessment with reasoning for each classification.\n\nProduct context: {{product_context}}\n\nCustomer message:\n{{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:\n- Acknowledge the customer's concern\n- Provide a clear solution or next steps\n- Match the appropriate tone for the detected sentiment\n- Include specific action items\n\nClassification:\n{{classify}}\n\nOriginal message:\n{{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.\n\nIf no escalation is needed, confirm the drafted response is complete and ready to send.\n\nClassification:\n{{classify}}\n\nDrafted response:\n{{draft_response}}"
depends_on = ["classify", "draft_response"]