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Wanli-Lee
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03_task5

Classify Slack message urgency, identify senders, and route issues to internal owners.

1|Updated May 20, 2026
Search Tags:#routing#slack#contacts api#support triage#urgency classification#customer drafts#escalation report
One-click install
npx skills add https://github.com/Wanli-Lee/CUA-Claw-Harness --skill 03-task5-wanli-lee
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: 03_task5
Source: https://github.com/Wanli-Lee/CUA-Claw-Harness/tree/main/skills/03_task5
Command: npx skills add https://github.com/Wanli-Lee/CUA-Claw-Harness --skill 03-task5-wanli-lee

SYSTEM DOCUMENTATION & REQUIREMENTS

What problem does it solve?

This Skill turns a messy Slack support inbox into an organized workflow by identifying urgency, routing issues to the right internal owners, and preparing customer-facing drafts without sending them externally.

Core Features & Use Cases

  • Urgency classification: Labels each ticket as Critical / High / Medium / Low based on impact and time-sensitivity.
  • Sender identification and routing: Uses the Contacts API to determine whether senders are customers or internal team members, then routes issues to the appropriate internal owner.
  • Customer-safe response drafting: Drafts any needed replies for customer review and saving, while keeping internal routing messages restricted to team-only sending.
  • Escalation reporting: Produces a structured escalation report summarizing what was routed, what was drafted, and key message identifiers.

Quick Start

Use the 03_task5 skill to fetch the last 7 days of Slack messages, prioritize urgent issues, route each to the correct internal owner, draft any required customer replies for review, and write the escalation report to /tmp_workspace/results/results.md.

Frequently Asked Questions about 03_task5

High-intent search queries and answers about installing and using this skill.

FAQPage Schema
How do I triage a Slack support inbox and classify message urgency?▼

Slack support triage involves classifying message urgency as Critical, High, Medium, or Low, identifying sender types via Contacts API, and routing each issue to the correct internal owner. This Skill automates that process and drafts safe replies for customer review.

Can I use the Contacts API to route Slack messages to internal owners?▼

Yes, the Contacts API identifies whether Slack senders are customers or internal team members, enabling automatic routing of support issues to the correct internal owner while keeping routing notifications restricted to internal team channels.

Does this Skill draft customer replies without sending them externally?▼

Yes, this Skill drafts customer-facing replies using slack_save_draft for review and saving. It restricts internal routing messages to team-only sending, ensuring no external messages are sent without explicit review.

How do I generate an escalation report from repeated Slack support threads?▼

To generate an escalation report, this Skill processes repeated Slack support threads over recent days, summarizes what was routed and drafted, records key message identifiers, and writes the structured report to /tmp_workspace/results/results.md.

What is needed to fetch Slack messages and draft replies for backlog catch-up?▼

Backlog catch-up requires Slack list/get message retrieval to fetch recent messages and the Contacts API for sender identification. The Skill then drafts replies via slack_save_draft and routes internal notifications to the correct owners.

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