Handle Complaint
- 1.1k installs
- 23.3k repo stars
- Updated August 5, 2026
- anthropics/knowledge-work-plugins
handle-complaint is an agent skill that loads a customer complaint, gathers HubSpot and PayPal context, drafts a response, and suggests operational fixes without sending automatically.
About
The handle-complaint skill runs a four-step complaint resolution workflow chaining ticket-deflector and customer-pulse patterns. Step one loads the complaint from a Gmail thread ID, HubSpot ticket ID, latest unresolved ticket, or pasted text. Step two searches HubSpot for purchase history, prior complaints, deal stage, and lifetime value, plus PayPal for order and dispute status, then summarizes customer context in one sentence. Step three drafts a severity-matched reply via ticket-deflector: generous for high-LTV first-timers, firm for repeat complainers, brief for abusive tone. The draft is presented to the owner and never sent automatically. Step four checks customer-pulse for recurring complaint themes and suggests operational fixes when a pattern appears. Approval gates block refunds, credits, ticket closure, and outbound sends without explicit owner confirmation.
- Loads complaints from Gmail, HubSpot, latest ticket, or pasted text.
- Pulls HubSpot history and PayPal transaction context.
- Drafts tone-matched replies without auto-sending.
- Detects recurring complaint patterns for operational fixes.
- Never issues refunds or closes tickets without owner approval.
Handle Complaint by the numbers
- 1,086 all-time installs (skills.sh)
- +92 installs in the week ending Aug 4, 2026 (Skillselion tracking)
- Ranked #75 of 853 Sales & Marketing skills by installs in the Skillselion catalog
- Data as of Aug 5, 2026 (Skillselion catalog sync)
handle-complaint capabilities & compatibility
- Capabilities
- gmail and hubspot complaint loading · paypal transaction lookup · tone matched response drafting · recurring theme detection · owner approval gates on send and refunds
- Use cases
- email · planning
What handle-complaint says it does
Run the complaint resolution workflow by chaining two skills.
npx skills add https://github.com/anthropics/knowledge-work-plugins --skill handle-complaintAdd your badge
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| Installs | 1.1k |
|---|---|
| repo stars | ★ 23.3k |
| Last updated | August 5, 2026 |
| Repository | anthropics/knowledge-work-plugins ↗ |
How do I respond to this customer complaint with full context and a fix that prevents repeats?
Handle an incoming customer complaint end-to-end by loading the ticket, pulling HubSpot and PayPal context, drafting a reply, and suggesting an operational fix.
Who is it for?
SMB owners handling support tickets who want drafted replies grounded in CRM and payment history.
Skip if: Skip when you need automated ticket sending or refund execution without owner approval gates.
When should I use this skill?
User receives a complaint email or ticket and wants context, a draft response, or a recurring-issue check.
What you get
A customer context summary, owner-review draft reply, and optional pattern-based operational suggestion.
- customer response draft
- operational fix recommendation
By the numbers
- Chains 2 skills: ticket-deflector plus complaint response and fix drafting
- Supports 3 complaint input modes: Gmail thread, HubSpot ticket, or pasted text
Files
Run the complaint resolution workflow by chaining two skills. Read the complaint, gather context, draft a response, and suggest a fix so it doesn't happen again.
Parse arguments:
EMAIL_OR_TICKET_ID(optional) — Gmail thread ID, HubSpot ticket ID, or "latest" to pull the most recent unresolved complaint. If omitted, ask the owner to paste the complaint text.
Step 1 — Load the complaint (ticket-deflector)
Using the ticket-deflector skill workflow:
1. If an ID was given: pull the full thread from Gmail or HubSpot. 2. If "latest": pull the most recent unresolved HubSpot ticket or Gmail thread tagged as complaint/support. 3. If neither: ask the owner to paste the complaint text directly. 4. Identify: customer name, order/account info, what they're upset about, what they're asking for.
Step 2 — Pull context
1. Search HubSpot for the customer's history: past purchases, prior complaints, deal stage, lifetime value. 2. Search PayPal for relevant transaction: order status, refund history, dispute status. 3. Summarize: "This is a {new/returning} customer, ${lifetime_value} in purchases, {0/N} prior complaints. Their current issue is {one sentence}."
Step 3 — Draft response (ticket-deflector)
Using the ticket-deflector skill workflow for tone-matched response:
1. Draft a reply matched to the severity and the customer's history:
- First-time complainers with high LTV → empathetic, generous
- Repeat complainers → professional, firm, solution-focused
- Abusive tone → professional, brief, boundary-setting
2. Include: acknowledgment, explanation (if known), resolution offer, next step. 3. Present the draft to the owner. Do NOT send.
Step 4 — Suggest operational fix (customer-pulse)
1. Check if this complaint matches a known theme (from prior /customer-pulse-check runs or similar complaints in HubSpot). 2. If it's a pattern: "This is the {Nth} complaint about {issue} this month. Consider: {specific operational change}." 3. If it's isolated: "This looks like a one-off. No pattern detected."
Connector failures
If Gmail and HubSpot are both unreachable, ask the owner to paste the complaint text — the skill works with manual input. If PayPal is missing, skip transaction lookup and note "PayPal not connected — order status unavailable, working from complaint text only."
Approval gates
- Never send a response without explicit owner approval. Drafts only.
- Never issue refunds or credits automatically. Present the option; the owner decides.
- Never close tickets or resolve disputes without owner confirmation.
Output
Present the customer context summary, the drafted response, and any pattern-based operational suggestion. Ask: "Want to send this response, edit it, or handle it differently?"
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Pick handle-complaint over generic email drafting skills when you need end-to-end complaint triage with operational fix recommendations from Gmail or HubSpot tickets.
FAQ
Does handle-complaint send replies automatically?
No - it presents drafts only and never sends without explicit owner approval.
What connectors does it use?
Gmail and HubSpot for the complaint and history, PayPal for transaction and dispute status.
What if connectors are down?
It falls back to pasted complaint text and notes which lookups were unavailable.