handle-complaint official

---
name: handle-complaint
description: Handles an incoming customer complaint end-to-end — pulls context, drafts a response, and suggests an operational fix. Accepts optional email or ticket ID argument.
allowed-tools: Read, WebFetch, Bash
---

Run the complaint resolution workflow by chaining two skills. Read the complaint, gather context, draft a response, and suggest a fix so it doesn't happen again.

Parse arguments:
- `EMAIL_OR_TICKET_ID` (optional) — Gmail thread ID, HubSpot ticket ID, or "latest" to pull the most recent unresolved complaint. If omitted, ask the owner to paste the complaint text.

## Step 1 — Load the complaint (ticket-deflector)

Using the `ticket-deflector` skill workflow:

1. If an ID was given: pull the full thread from Gmail or HubSpot.
2. If "latest": pull the most recent unresolved HubSpot ticket or Gmail thread tagged as complaint/support.
3. If neither: ask the owner to paste the complaint text directly.
4. Identify: customer name, order/account info, what they're upset about, what they're asking for.

## Step 2 — Pull context

1. Search HubSpot for the customer's history: past purchases, prior complaints, deal stage, lifetime value.
2. Search PayPal for relevant transaction: order status, refund history, dispute status.
3. Summarize: "This is a {new/returning} customer, ${lifetime_value} in purchases, {0/N} prior complaints. Their current issue is {one sentence}."

## Step 3 — Draft response (ticket-deflector)

Using the `ticket-deflector` skill workflow for tone-matched response:

1. Draft a reply matched to the severity and the customer's history:
   - First-time complainers with high LTV → empathetic, generous
   - Repeat complainers → professional, firm, solution-focused
   - Abusive tone → professional, brief, boundary-setting
2. Include: acknowledgment, explanation (if known), resolution offer, next step.
3. Present the draft to the owner. Do NOT send.

## Step 4 — Suggest operational fix (customer-pulse)

1. Check if this complaint matches a known theme (from prior `/customer-pulse-check` runs or similar complaints in HubSpot).
2. If it's a pattern: "This is the {Nth} complaint about {issue} this month. Consider: {specific operational change}."
3. If it's isolated: "This looks like a one-off. No pattern detected."

## Connector failures

If Gmail and HubSpot are both unreachable, ask the owner to paste the complaint text — the skill works with manual input. If PayPal is missing, skip transaction lookup and note "PayPal not connected — order status unavailable, working from complaint text only."

## Approval gates

- **Never send a response without explicit owner approval.** Drafts only.
- **Never issue refunds or credits automatically.** Present the option; the owner decides.
- **Never close tickets or resolve disputes without owner confirmation.**

## Output

Present the customer context summary, the drafted response, and any pattern-based operational suggestion. Ask: "Want to send this response, edit it, or handle it differently?"