Support Inbox Toolkit

Support replies go wrong in two ways: they sound cold, or they promise something the policy never said. This plugin helps with both, using your own knowledge base files as the only source of truth.

/draft-reply writes a reply for a pasted ticket or a ticket ID from a CSV export. Every statement is tied to an article and section. Anything the knowledge base does not cover is marked [NEEDS ANSWER] instead of guessed. You also get a short checklist of what to verify before sending.

/triage tags each ticket, sets a P1 to P4 priority, picks a queue, scores sentiment and flags escalations such as chargeback threats. Results go to a sortable CSV and a summary. /macro-builder groups past replies that say the same thing, turns them into macros with placeholders, and reports any old reply that contradicts the knowledge base. /tone-check scores a draft on 10 criteria and suggests a minimal rewrite.

Inside: four commands, a knowledge base researcher agent, a skill with grounding rules, triage and tone rubrics, a small Node.js helper for CSV exports, and a complete sample (7 articles, 12 tickets, 16 past replies) with the output of every command.

For small support teams and founders. It drafts only: it never sends replies or connects to your help desk. Your knowledge base must be Markdown or text files.