Support Triage - ClawHQ Docs

The Support Triage agent classifies incoming support tickets by priority and category, then drafts a response. P1 and P2 tickets are held for human review before anything goes out.

Install

cp templates/support-triage.yaml ~/.clawhq/agents/
docker compose restart paperclip

Usage

Paste a ticket or customer message:

@Mike triage this: "Your app has been down for 2 hours and we're losing sales"

/triage [paste customer message]

Output format

**Triage**
Priority: P1 | Category: Bug | Sentiment: Frustrated

**Suggested Response**
Hi [Name], I'm so sorry — we're aware of the issue and actively working on a fix.
Our team is treating this as our top priority. I'll update you every 30 minutes
until it's resolved. Can you confirm which region you're in?

**Action Required**
[x] Escalate to engineering
[ ] Investigate further
[ ] Follow up in X days
[ ] No action needed

Priority levels

Priority	Meaning
P1	Service down, data loss — requires immediate human review
P2	Major feature broken — requires human review
P3	Minor bug or degraded experience
P4	Question, feedback, or feature request

P1 and P2 responses are always held for human approval before sending. This is enforced by the hitl config and cannot be bypassed via chat.

Configuration

Setting	Value
Model	Claude Haiku 4.5 (fast, cost-effective for high volume)
Temperature	0.2
Tools	web_search, doc_writer

Required env vars

None.