SKILL.md
Customer Pulse
Quick start
Ask: "How are customers feeling this month?"
Claude pulls disputes, tickets, email threads, and Intercom conversations for the last 30 days, groups them into 3–5 themes with verbatim evidence, and delivers a "do these 3 things this week" action list.
To include Google/Yelp reviews, paste them after triggering — or say "I have some reviews to add."
Workflow
-
Set the date window. Default: last 30 days. If the user specifies a range, use it.
-
Pull PayPal disputes. Fetch disputes opened in the window. If the PayPal API returns a rate-limit error, skip and add PayPal: rate-limited — not included to the Sources section. Do not retry; do not error. See reference/gotchas.md for the rate-limit pattern.
-
Pull HubSpot tickets and feedback. Fetch open and recently closed tickets. If 0 tickets exist, record HubSpot tickets: 0 and continue — do not surface a warning.
-
Pull Gmail threads. Search for threads in the window containing: refund cancel unhappy issue problem disappointed frustrated broken late slow wrong missing. Extract subject lines and 1–2 sentence excerpts per thread.
-
Pull Intercom conversations. Call search_conversations to fetch open and recently closed conversations. Then call get_conversation for each conversation ID returned to access the full conversation_parts. Extract parts where author.type === 'user' — these are customer messages. Exclude parts where author.type is admin or bot.
-
Accept pasted reviews (optional). If the user pastes Google or Yelp review text, include it in the source pool tagged as [Review]. No connector required.
-
Extract themes. Group all evidence into 3–5 recurring themes. Each theme must include:
- A one-sentence label (e.g., "Shipping delays causing repeat complaints")
- 2–3 verbatim quotes with source tags:
[PayPal],[HubSpot],[Gmail],[Intercom], or[Review]
- A signal count (how many items touch this theme)
Verbatim quotes are non-negotiable — never paraphrase. See reference/gotchas.md for the verbatim anti-pattern.
-
Generate the "do these 3 things" list. Rank themes by signal count. Pick the top 3 and write one concrete, owner-actionable step per theme. Format as a numbered checklist.
-
Deliver the report. Structure the output with these sections in order:
- Header — H2 with "Customer Pulse" and the date range.
- Sources pulled — Bullet list with signal counts per source (PayPal
disputes, HubSpot tickets, Gmail threads, Intercom conversations, pasted
reviews). Note any source that was rate-limited and skipped.
- Themes — For each theme, show a bold numbered theme label with the
signal count, followed by two verbatim quotes as blockquotes, each
attributed to its source.
- Do these 3 things this week — Numbered list of three concrete,
owner-actionable steps, each tied to one of the top themes.
For a complete worked example, see reference/examples/example-report.md.
Approval gates
This skill is read-only — it does not post, send, reply, or modify any records. No approval gate is required.
Reference
- reference/gotchas.md — PayPal rate limits, HubSpot empty state, verbatim quote requirement, Gmail keyword drift
- reference/examples/example-report.md — full worked example output