Agent skill · operations · anthropics
handle-complaint
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.
Why this skill is useful
Adds a structured workflow for handling customer complaints that includes context gathering and response drafting, which the AI wouldn't reliably generate on its own.
What it needs
Requires gmail, hubspot, paypal account access. About 2k tokens when loaded. Last updated 2026-08-07. 23,345 stars on the source repository.
What this skill does
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: EMAILORTICKETID (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, ${lifetimevalue} 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. …
How to use it
Reference it in AdaL, Claude Code, Cursor or any coding agent — nothing to install:
@skills anthropics/handle-complaint