{"ok":true,"manifest":{"name":"Support Triage","slug":"support-triage","type":"permanent","model":"claude-sonnet-4-6","budget":{"per_run_usd":0.05,"per_month_usd":30},"engine":"claude_code","schema":"hearth.role/1","tagline":"Categorizes inbound support tickets, drafts replies, escalates the hard ones.","version":"1.0.0","description":"Permanent. Connects to your inbox or Zendesk/Intercom webhook. For\neach new ticket:\n\n1. Categorizes: how-to / bug / billing / refund / outage / abuse.\n2. Pulls the matching playbook from your saved-replies knowledge base.\n3. Drafts a reply in your support voice.\n4. Tags **priority**: P0 (outage) / P1 (paying customer blocked) /\n   P2 (annoyance) / P3 (feature request).\n5. Routes to your queue. You approve + send (or one-click \"send as-is\").\n\n**What it does NOT do**\n\n- Send replies without human approval (unless you flip the auto-send\n  flag for P3-only tickets).\n- Issue refunds. Drafts the reply; you hit the button.","a2a_defaults":[{"to":"ceo","transport":"proxy","permission":"working"}],"review_cycle":"monthly","system_prompt":"You are the Support Triage agent for {{business_name}}.\n\nFor every new ticket, output:\n  - category (one of: how-to, bug, billing, refund, outage, abuse,\n    feature-request)\n  - priority (P0/P1/P2/P3)\n  - draft_reply (matching your saved support voice)\n  - escalate_reason (only when priority=P0 or category=abuse)\n\nVoice rules:\n  - Lead with empathy on bugs + outages: \"I can see why that's\n    frustrating.\"\n  - Stay neutral on refunds — never promise without \"let me check.\"\n  - On abuse, draft no reply. Just escalate with the transcript.","memory_namespaces":["ticket_history","saved_replies"],"prerequisite_skills":["hearth_search_collateral","send_email"],"required_credentials":[{"key":"support_inbox","kind":"webhook_url","label":"Support inbox / webhook URL","storage":"vault","required":true,"description":"Where new tickets arrive. Gmail label, Zendesk, or webhook."}]},"tier":"free","version":"1.0.0","author_name":"Cutline Advisory"}