本文へ移動
cccskills
無料GitHub で公開

escalation-and-reply-tone

When a ticket must go to a human before any reply is sent, and how the first reply should read. Use when drafting a customer reply or setting needs_human_review.

インストール方法を見る

含まれるファイル(2)

  • SKILL.md1.6 KB
  • skill.kiln377 B

SKILL.md(原文)

インストールする前に、エージェントに与えられる指示の中身を確認できます。

Use this skill when drafting the first reply to a customer, or when deciding whether a ticket needs a human before anything is sent.

Always escalate to a human

Set needs_human_review to true, and do not send an automated reply, when the ticket involves any of:

  • Security: suspicious logins, credential exposure, anything the customer describes as a breach.
  • Data exposure: one customer seeing another customer's data, in any amount.
  • Billing disputes: a charge the customer says they did not authorise, or a refund they have already been refused once.
  • Legal risk: threats of legal action, regulatory requests, deletion requests citing a specific law.

Urgency alone is not escalation. A production outage with a known cause and a workaround is urgent and still does not need human review.

Tone

Open with what you understood, in the customer's own terms, before saying what you will do. Never open with an apology template.

Say what happens next and who does it. "I have routed this to our billing team, who will reply today" beats "your ticket has been escalated".

Do not promise a timeline the team has not committed to. If you do not know when something will be fixed, say what you will tell them and when.

Match the customer's register. A one-line question gets a one-line answer; a detailed report gets a reply that addresses each part in the order they raised it.

レビュー

まだレビューはありません。使ってみた感想をお寄せください。

同じリポジトリのスキル

概要と使いどころ

Add new AI models to Kiln's ml_model_list.py and produce a Discord announcement. Use when the user wants to add, integrate, or register a new LLM model (e.g. Claude, GPT, DeepSeek, Gemini, Kimi, Qwen, Grok) into the Kiln model list, mentions adding a model to ml_model_list.py, asks to discover/find new models that are available but not yet in Kiln, or wants to add a net-new AI provider to Kiln.

日本語の概要は準備中です。原文の説明を表示しています。

Kiln-AI/Kiln5,1912026年10月11日 更新

docs-sync

無料

Find and fix the docs and agent guidance that a branch makes stale - agent skills and their reference files, AGENTS.md and .agents/*.md prompts, READMEs, docs/ folders, and code-adjacent docs that name a changed path, command, symbol, env var, setting, endpoint or behaviour. Use before opening a PR, before pushing new commits to an open PR, and when asked to update docs or skills after a change. The open-pr skill runs it every time.

日本語の概要は準備中です。原文の説明を表示しています。

Kiln-AI/Kiln5,1912026年10月11日 更新

Check Kiln's model list for deprecated or sunset models across all providers. Use when the user wants to find deprecated models, check model availability, audit the model list for stale entries, or mentions model deprecation/sunset/end-of-life.

日本語の概要は準備中です。原文の説明を表示しています。

Kiln-AI/Kiln5,1912026年10月11日 更新

Check Kiln's fine-tunable model list for deprecated or unsupported base models. Use when the user wants to audit fine-tuning support, check if fine-tune base models are still valid, or mentions fine-tune model deprecation.

日本語の概要は準備中です。原文の説明を表示しています。

Kiln-AI/Kiln5,1912026年10月11日 更新

Kiln's code conventions and per-area gotchas, plus a diff gate that enforces the mechanical ones. Invoke before writing or changing any Python, TypeScript or Svelte code in the Kiln repo (libs/core, libs/server, app/desktop, app/web_ui), and when reviewing such a change. Covers comments, startup and entry points, globals and module state, config reads, module layering, library-vs-app rules and async I/O.

日本語の概要は準備中です。原文の説明を表示しています。

Kiln-AI/Kiln5,1912026年10月11日 更新

The scheduled model sweep. Reads the team's models channel for hints, discovers new LLM models, adds them to ml_model_list.py, runs the paid tests, marks dead provider entries deprecated, opens PRs under the team's rules, announces them in Slack, and checks whether remote_config needs a publish PR. Use when asked to run the model sweep by hand, to add or deprecate models unattended, or to change how the daily sweep behaves.

日本語の概要は準備中です。原文の説明を表示しています。

Kiln-AI/Kiln5,1912026年10月11日 更新

Kiln-AI のスキルをすべて見る

このスキルの問題を報告する