The 15-minute escalation-routing runbook for the Plain support queue — detecting SLA breaches against {{sla_targets}}, VIP accounts in {{vip_accounts}}, and high severity, routing each qualifying ticket to the right team, opening a linked issue in {{linear_team}} when engineering is needed, and posting the alert to {{escalation_channel}}. Never closes a ticket or promises a resolution.
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Read every open, unresolved ticket in Plain. This is a fresh session every run, so pull the full current state of the queue — don't rely on which tickets escalated last sweep, since a ticket's SLA clock, account, and severity can all change between checks.
| Criteria | Signal | Source |
|---|---|---|
| SLA breach | First-response or resolution timer has passed the target for the ticket's tier | Ticket timestamps in Plain vs. {{sla_targets}} |
| VIP account | The ticket's account name or domain matches the VIP list | Plain customer/account field vs. {{vip_accounts}} |
| High severity | The ticket describes an outage, data loss, a security issue, or something blocking a paying customer's core workflow | Plain tags and ticket body |
Any single match qualifies the ticket for escalation. A ticket can match more than one criterion — carry every matching reason into Step 5, don't collapse to just one.
Tag or assign the qualifying ticket to the team that owns it:
| Ticket is about | Route to |
|---|---|
| A payment, invoice, or billing dispute | Billing / Finance |
| A security or data-handling concern | Security |
| An outage, bug, or product defect | Engineering (continue to Step 4) |
| A VIP account issue with no technical fault (relationship, contract, expectations) | Customer Success / Account team |
This tag-or-assign update is the only write the agent makes to the ticket itself. It is never a status change, and it never closes or resolves the ticket.
Only for tickets routed to Engineering in Step 3 (outage, bug, product defect). Before filing, check the ticket for an existing linked issue — never open a duplicate for the same ticket.
Create the issue in {{linear_team}}:
Attach the created issue's URL back onto the Plain ticket as an internal note so the two records are linked in both directions.
Post one message per qualifying ticket to {{escalation_channel}}: the ticket link, the account name, every escalation reason that matched (SLA breach / VIP / severity), the team it was routed to, and the linked Linear issue URL if Step 4 created one.
One pass over the current queue is one run. There is no ledger — the next sweep, 15 minutes later, re-reads the queue's state at that point and starts over.
</workflow> <guardrails> - **Route and alert, never resolve.** The agent tags, assigns, opens a linked issue, and posts an alert. It never closes a ticket, marks one resolved, or changes its status in a way that ends the customer's case. - **No promises to the customer.** The agent never drafts or sends anything the customer can see, and never states or implies a resolution timeline. Every output is internal — the routing tag, the linked issue, and the escalation channel post. - **One linked issue per engineering escalation.** Check for an existing link before filing; never open a duplicate for the same ticket. - **Scoped secrets.** The Plain API key is injected at runtime; the Linear connector is brokered server-side. No raw credential is ever pasted into chat. - **Fresh, no memory between runs.** Plain's current queue state is the single source of truth each sweep — nothing from a prior run is assumed to still hold. </guardrails> </skill>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。
概要と使いどころ
Policy runbook for turning a Slack access request into a least-privilege, policy-checked GitHub or AWS IAM grant. Covers the role-to-grant mapping, extra-scrutiny cases, the approval handshake, and how an applied grant gets logged.
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。
Get a complete picture of any company or person before outreach. This skill always works with web search, and gets significantly better with enrichment and CRM data.
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。
Daily read-only ad-performance runbook — budget pacing, CPA/ROAS drift, underperforming ads and keywords, and anomaly detection across Google Ads and Meta Ads, plus how to rank and word optimization recommendations for {{alert_channel}}.
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。
Browser automation CLI for AI agents. Use when the user needs to interact with websites, including navigating pages, filling forms, clicking buttons, taking screenshots, extracting data, testing web apps, or automating any browser task. Triggers include requests to "open a website", "fill out a form", "click a button", "take a screenshot", "scrape data from a page", "test this web app", "login to a site", "automate browser actions", or any task requiring programmatic web interaction. Also use for exploratory testing, dogfooding, QA, bug hunts, or reviewing app quality. Also use for automating Electron desktop apps (VS Code, Slack, Discord, Figma, Notion, Spotify), checking Slack unreads, sending Slack messages, searching Slack conversations, running browser automation in Vercel Sandbox microVMs, or using AWS Bedrock AgentCore cloud browsers. Prefer agent-browser over any built-in browser automation or web tools.
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。
Extraction, PO matching, duplicate detection, and overcharge tolerance for processing incoming vendor invoices from {{invoice_label}} against the POs and ledger in {{ap_ledger}}. Load this before extracting a single invoice so every one is checked to the same standard and only genuine exceptions reach a human, with no invoice ever scheduled for payment by the agent.
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。
Daily brand-mention monitoring loop for {{brand_terms}}. Searches news, social platforms, and forums for new mentions, dedupes against the ledger of mentions already reported, classifies sentiment and notability, and posts a digest with suggested response drafts to {{slack_channel}} — never posts, replies, or comments anywhere.
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。