for support teams

Triage a support inbox

Keep the messages that need a reply, and label each by kind and urgency. filter keeps them. annotate labels them.

inbox-form.json, a file the commands read

{
  "version": 1,
  "questions": {
    "kind": {
      "choose": "What kind of message is this?",
      "options": [
        "billing",
        "delivery",
        "question"
      ]
    },
    "urgency": {
      "score": "How urgent is this?",
      "levels": [
        "Routine.",
        "Soon.",
        "Immediate."
      ]
    }
  }
}

Three messages need a reply, each beside its kind and its urgency from 0 to 2. The order needed tonight sits near 2, Immediate. The thank-you note drops out.

question="Does this need a reply?"

cat <<'EOF' |
Please fix the wrong amount on my invoice.
Just saying thanks, no reply needed.
Order never arrived and the party is tonight.
Do you ship to Canada?
EOF
thinkthen filter "$question" --batch 1 |
thinkthen annotate inbox-form.json \
  --batch 1 --lines |
jq .

Output

{
  "input": "Please fix the wrong amount on my invoice.",
  "value": {
    "kind": "billing",
    "urgency": 0.58
  }
}
{
  "input": "Order never arrived and the party is tonight.",
  "value": {
    "kind": "delivery",
    "urgency": 1.96
  }
}
{
  "input": "Do you ship to Canada?",
  "value": {
    "kind": "question",
    "urgency": 0.01
  }
}

exit 0

The functions it uses

filterKeep the records where the answer is yes.annotateFill out a form for every record.

On GitHub: github.com/botassembly/thinkthen