What problem does it solve? Customer complaints arrive scattered across email and CRM, and answering them well requires digging up order history, past interactions, and payment status before writing a reply. This Skill automates that end-to-end complaint handling workflow so nothing is missed and the same issue does not repeat. ## Core Features & Use Cases - Complaint Intake: Loads the full complaint thread from email or CRM by ticket ID, or accepts pasted text when connectors are unavailable. - Context Assembly: Pulls customer history from CRM (past purchases, prior complaints, lifetime value) and order/refund status from the payments system. - Tone-Matched Draft Replies: Prepares a response draft calibrated to the situation — generous for loyal first-time complainers, firm for repeat cases, boundaried for abusive messages — always as a draft requiring owner approval. - Pattern Detection: Flags whether the complaint fits a recurring theme and suggests a concrete operational fix to prevent recurrence. - Use Case: A customer emails angrily about a late delivery. The Skill pulls their order history, drafts an empathetic reply with a proposed resolution, and notes this is the third delivery complaint this month, recommending a shipping process review. ## Quick Start Ask the assistant to handle the latest unresolved customer complaint and prepare a draft response with context from the CRM.
