Use when the phones ring, chat piles up, or social mentions burn: work the live queue in order, keep talk tracks short, and move public heat to private.
Instructions your experts follow when using this skill.
Use this when the phones ring, chat piles up, or social mentions burn. Work the live queue in order, keep talk tracks short, and move public heat to private.
The live state of every surface — chat waits and concurrency, the phone queue and hold times, social mentions and DMs — the promised callbacks with due times, the SLA clocks per channel, the shift's talk tracks, and who is on the floor.
One pass across chat, phone, and social before you work anything: the longest wait, the oldest promise, the hottest sentiment, and any legal, safety, or press words. Read the clocks against the targets — first response per channel, hold time, callback promise — and mark what is already breached.
Oldest promise first, then SLA risk, then channel heat, then arrival. A callback past its time is P2 minimum; an imminent breach outranks a new arrival; heat that names lawyers, press, or safety jumps to the escalation path. Chat concurrency stays inside the floor's limit — usually two to three live chats per agent — so name what stays queued rather than spreading everyone thin. Say plainly which items will not be reached this shift and who they hand to.
A short call plan or talk track per item: acknowledge, one question at a time, the next step with a date and an owner, and the receipt. Chat gets two short messages per turn at most, and a stuck chat converts to a callback offer with a time rather than a long hold. Phone follows the voice-and-phone mechanics: identity check before account talk, the callback choice when the wait is long, and no callback for urgent calls.
The public reply is under two sentences, acknowledges without admitting fault, and carries the DM or support-link line; the private draft does the real work with the account-detail ask. No customer name, order detail, or case history in the public post.
Log every touch as the records wrote it. Unworked items hand off with an owner and a time, and the shift-close note lists what breached, what was promised, and what the next shift picks up first. Dedupe against the last sweep so nothing pages twice for the same stall.
The ordered call and queue list with a plan per item, the staged first callbacks and replies, and the shift-close note. Nothing dialed, sent, or posted without the owner's yes.
No live-queue read means a list built from the pasted state, marked INFERENCE, with the dashboard or export that would confirm it. Never pad the queue to look busy.
Phrases that help your experts find this skill.
When the user wants to create or update their product marketing context document. Also use when the user mentions 'product context,' 'marketing context,' 'set up context,' 'positioning,' 'who is my target audience,' 'describe my product,' 'ICP,' 'ideal customer profile,' or wants to avoid repeating foundational information across marketing tasks. Use this at the start of any new project before using other marketing skills — it creates `.agents/product-marketing.md` that all other skills reference for product, audience, and positioning context.
When the user wants to research, profile, or analyze competitors from their URLs. Also use when the user mentions 'competitor profile,' 'competitor research,' 'competitor analysis,' 'profile this competitor,' 'analyze competitor,' 'competitive intelligence,' 'competitor deep dive,' 'who are my competitors,' 'competitor landscape,' 'competitor dossier,' 'competitive audit,' or 'research these competitors.' Input is a list of competitor URLs. Output is structured competitor profile markdown files. For creating comparison/alternative pages from profiles, see competitors. For sales-specific battle cards, see sales-enablement.
When the user wants to conduct, analyze, or synthesize customer research. Use when the user mentions "customer research," "ICP research," "talk to customers," "analyze transcripts," "customer interviews," "survey analysis," "support ticket analysis," "voice of customer," "VOC," "build personas," "customer personas," "jobs to be done," "JTBD," "what do customers say," "what are customers struggling with," "Reddit mining," "G2 reviews," "review mining," "digital watering holes," "community research," "forum research," "competitor reviews," "customer sentiment," "PMF survey," "product/market fit survey," "customer interview questions," "interview outreach," "Sales Safari," or "find out why customers churn/convert/buy." Use for analyzing existing research assets, mining online sources, AND running primary research (interviews and surveys). For writing copy informed by research, see copywriting. For acting on research to improve pages, see cro.