Skills › Knowledge Work Plugins › ticket-deflector › gotchas.md

gotchas.md

57 lines · small-business/skills/ticket-deflector/reference/gotchas.md at 2574e29

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1# Gotchas — ticket-deflector

3Edge cases where this skill is most likely to go wrong.

5---

Gotchas — ticket-deflector

Edge cases where this skill is most likely to go wrong.

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7## Gotcha: Matching the owner's voice, not a generic "professional" tone

9**Why it matters:** The value of this skill is that responses sound like the owner wrote them. A bland corporate draft gets rewritten from scratch — wasted effort.

Gotcha: Matching the owner's voice, not a generic "professional" tone

Why it matters: The value of this skill is that responses sound like the owner wrote them. A bland corporate draft gets rewritten from scratch — wasted effort.

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11### ✗ Bad

13> Dear Customer,

14>

15> Thank you for reaching out. We apologize for any inconvenience and are committed to resolving your issue in a timely manner. Please allow 3–5 business days for processing.

16>

17> Sincerely, Customer Support

✗ Bad

Dear Customer, Thank you for reaching out. We apologize for any inconvenience and are committed to resolving your issue in a timely manner. Please allow 3–5 business days for processing. Sincerely, Customer Support

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19### ✓ Good

21Read `../../../shared/voice-profile.md` first and draft in the owner's actual register. If that file holds no profile yet, follow its "When there is no sample" instruction — ask for three emails the owner was happy with. If they decline or have nothing handy, write plainly and say the draft is un-voiced rather than inventing a personality. A short, direct owner gets a short direct draft. A warm, chatty owner gets warmth and their punctuation quirks preserved.

23---

✓ Good

Read ../../../shared/voice-profile.md first and draft in the owner's actual register. If that file holds no profile yet, follow its "When there is no sample" instruction — ask for three emails the owner was happy with. If they decline or have nothing handy, write plainly and say the draft is un-voiced rather than inventing a personality. A short, direct owner gets a short direct draft. A warm, chatty owner gets warmth and their punctuation quirks preserved.

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25## Gotcha: Flagging data gaps inline, not at the end

27**Why it matters:** If PayPal has no matching transaction and the draft says "your refund of USD 64.00 is being processed," the owner will send a false claim. Data gaps must be visible at the point they affect the message.

Gotcha: Flagging data gaps inline, not at the end

Why it matters: If PayPal has no matching transaction and the draft says "your refund of USD 64.00 is being processed," the owner will send a false claim. Data gaps must be visible at the point they affect the message.

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29### ✗ Bad

31Draft the reply as if all data is available, then add a footnote: "Note: I couldn't find a PayPal transaction."

✗ Bad

Draft the reply as if all data is available, then add a footnote: "Note: I couldn't find a PayPal transaction."

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33### ✓ Good

35Insert the gap notice inside the draft at the exact sentence where it matters:

37> Hi Sarah, thanks for reaching out. I've looked into your order *[Note: No PayPal transaction found for this email — verify order ID before sending]* and want to get this sorted.

39The owner sees the problem before clicking send.

41---

✓ Good

Insert the gap notice inside the draft at the exact sentence where it matters:

Hi Sarah, thanks for reaching out. I've looked into your order [Note: No PayPal transaction found for this email — verify order ID before sending] and want to get this sorted.

The owner sees the problem before clicking send.

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43## Gotcha: Multiple PayPal transactions for the same customer

45**Why it matters:** A customer with two orders — one refunded, one not — will break a simple "most recent" lookup and produce the wrong draft.

Gotcha: Multiple PayPal transactions for the same customer

Why it matters: A customer with two orders — one refunded, one not — will break a simple "most recent" lookup and produce the wrong draft.

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47### ✗ Bad

49Auto-pick the most recent transaction and proceed without telling the owner.

✗ Bad

Auto-pick the most recent transaction and proceed without telling the owner.

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51### ✓ Good

53Surface all matching transactions and pause:

55> *"Found 2 PayPal transactions for this customer: (1) USD 49.00 · 2026-03-14 · Completed · (2) USD 129.00 · 2026-04-01 · Completed. Which one is this about?"*

57Wait for the owner to confirm before writing the draft.

✓ Good

Surface all matching transactions and pause:

"Found 2 PayPal transactions for this customer: (1) USD 49.00 · 2026-03-14 · Completed · (2) USD 129.00 · 2026-04-01 · Completed. Which one is this about?"

Wait for the owner to confirm before writing the draft.

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