handle-complaint

Handles an incoming customer complaint end-to-end — pulls context, drafts a response, and suggests an operational fix. Accepts optional email or ticket ID argument.

Run the complaint resolution workflow by chaining two skills. Read the complaint, gather context, draft a response, and suggest a fix so it doesn't happen again.

Parse arguments:

EMAIL_OR_TICKET_ID (optional) — Gmail thread ID, HubSpot ticket ID, or "latest" to pull the most recent unresolved complaint. If omitted, ask the owner to paste the complaint text.

Step 1 — Load the complaint (ticket-deflector)

Using the ticket-deflector skill workflow:

If an ID was given: pull the full thread from Gmail or HubSpot.
If "latest": pull the most recent unresolved HubSpot ticket or Gmail thread tagged as complaint/support.
If neither: ask the owner to paste the complaint text directly.
Identify: customer name, order/account info, what they're upset about, what they're asking for.

Step 2 — Pull context

Search HubSpot for the customer's history: past purchases, prior complaints, deal stage, lifetime value.
Search PayPal for relevant transaction: order status, refund history, dispute status.
Summarize: "This is a {new/returning} customer, ${lifetime_value} in purchases, {0/N} prior complaints. Their current issue is {one sentence}."

Step 3 — Draft response (ticket-deflector)

Using the ticket-deflector skill workflow for tone-matched response:

Draft a reply matched to the severity and the customer's history:
- First-time complainers with high LTV → empathetic, generous
- Repeat complainers → professional, firm, solution-focused
- Abusive tone → professional, brief, boundary-setting
Include: acknowledgment, explanation (if known), resolution offer, next step.
Present the draft to the owner. Do NOT send.

Step 4 — Suggest operational fix (customer-pulse)

Check if this complaint matches a known theme (from prior /customer-pulse-check runs or similar complaints in HubSpot).
If it's a pattern: "This is the {Nth} complaint about {issue} this month. Consider: {specific operational change}."
If it's isolated: "This looks like a one-off. No pattern detected."

Connector failures

If Gmail and HubSpot are both unreachable, ask the owner to paste the complaint text — the skill works with manual input. If PayPal is missing, skip transaction lookup and note "PayPal not connected — order status unavailable, working from complaint text only."

Approval gates

Never send a response without explicit owner approval. Drafts only.
Never issue refunds or credits automatically. Present the option; the owner decides.
Never close tickets or resolve disputes without owner confirmation.

Output

Present the customer context summary, the drafted response, and any pattern-based operational suggestion. Ask: "Want to send this response, edit it, or handle it differently?"