What problem does it solve?
When a brand faces a viral complaint, backlash campaign, or organized attack, teams often react too slowly, respond emotionally, or stay silent too long. This Skill provides a ready-made crisis playbook that classifies the incident, assigns owners, and produces a structured response plan before damage spreads.
Core Features & Use Cases
- Five-Level Crisis Classification: Categorizes incidents from L1 (operational failures) to L5 (legal/compliance violations), each with defined response times and escalation paths.
- Hour-by-Hour Response Plan: Generates a timeline covering the first 4 hours, first 24 hours, and following week, including approved messaging, spokesperson assignment, and a list of prohibited actions.
- Escalation Matrix & Post-Mortem: Maps who handles and who must be informed at each level, then schedules a post-mortem within one week to capture lessons learned.
- Use Case: A customer's one-star review goes viral on social media. The Skill classifies it as L3 (reputation), drafts a verified acknowledgment message within 1-2 hours, routes the complainant to a private channel, and sets sentiment monitoring checkpoints at 24 hours and 7 days.
Quick Start
Use the crisis playbook skill to assess this viral customer complaint and produce a response plan with severity classification, hourly actions, and approved messaging.
