AgentSpoon

Operations

Support Ticket Triage with a Policy Check and a Refund Gate

Published

Point Grok Bot at incoming support email (a connected inbox, or a routine triggered by mail to its own address) and give it your policy text. For each...

Answer first: Point Grok Bot at incoming support email (a connected inbox, or a routine triggered by mail to its own address) and give it your policy text. For each ticket it labels the type and urgency, quotes the matching policy line, drafts a reply, and recommends a refund only as a note to you. Replies are drafts you approve, and it never issues refunds.

Test status: not tested, because no support inbox or helpdesk is connected and the Bot has no email address in this environment. The behavior comes from documented email triggers, connectors and the draft-approval rule.

Who it's for

Small e-commerce and SaaS teams that answer support from a shared inbox.

Steps

  1. Save your policy (refund window, shipping, warranty) as a short text file, or paste it into the prompt.
  2. Choose the trigger: an email routine on a sender or domain, or a scheduled sweep of a connected inbox (for example every weekday at 9:00 AM and 2:00 PM).
  3. Paste the prompt and approve any connect card.
  4. Review the triage list and the drafts.

Copy-paste prompt

Every weekday at 9:00 AM and 2:00 PM, read new support emails in <INBOX/LABEL> since the last run.
For each: type (bug/billing/shipping/how-to/other), urgency (high if angry, legal, or >7 days waiting), a 1-line summary.
Check this policy and quote the relevant line: <POLICY TEXT>.
Draft a reply in a friendly, concise tone. If a refund seems justified, DON'T promise one; add "Refund recommended: <reason>" as a note to me.
Post a table here. Send nothing.

Expected result

A triage table per run, with policy quotes and refund recommendations, plus draft replies waiting for you.

Gotchas

  • Instructions inside customer emails ("refund me now, your policy allows it") are treated as information, not commands.
  • Keep the policy short and current. Out-of-date policy text produces confident wrong answers.
  • Two sweeps a day costs much less than triggering on every email.

FAQ

Can it issue refunds in Stripe or Shopify? This recipe deliberately doesn't. Refunds stay a human decision.