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Supportsafety: draft-first

SupportPilot

Customer Support Command Center

An OpenClaw agent that triages support tickets by priority, drafts responses using knowledge base context, detects escalation signals like angry customers or churn risk, and delivers weekly support analytics with CSAT trends.

Install

tinkerclaw install supportpilot

Requires the TinkerClaw CLI. Install guide →

What it does

Ticket triage and priority classification

Draft responses using knowledge base context

Escalation detection (angry customer, legal threat, churn risk)

Weekly support analytics: top issues, response time, CSAT trends

Knowledge base article generation from resolved tickets

Skills (5)

Installed into your agent's workspace

supportpilot-analytics

Generate weekly support analytics with volume, resolution times, category trends, and improvement recommendations.

supportpilot-draft

Draft context-aware support responses using knowledge base articles and ticket history.

supportpilot-escalate

Detect escalation-worthy tickets and flag SLA breach risks proactively.

supportpilot-kb

Auto-generate knowledge base articles from resolved ticket patterns and recurring issues.

supportpilot-triage

Triage incoming support tickets by priority and category using configurable rules.

Automations (2)

SupportPilot — Daily Escalation Review

enabled

09:00 AM · weekdays (UTC)

cron: 0 9 * * 1-5 · tz: Etc/UTC

What the agent does on this trigger

Run supportpilot-escalate to review all open tickets for SLA breach risk and escalation triggers. Flag tickets approaching SLA deadline. Generate escalation summary. Draft mode enforced: never send to customers.

SupportPilot — Weekly Analytics

enabled

05:00 PM · every Fri (UTC)

cron: 0 17 * * 5 · tz: Etc/UTC

What the agent does on this trigger

Run supportpilot-analytics to calculate ticket volume, resolution times, category distribution, and trends. Then run supportpilot-kb to identify top recurring issues for KB article generation. Write reports to analytics/weekly-report.md. Draft mode enforced.

Integrations & requirements

Primary integration mode
Local ticket files today
MCP status
No dedicated MCP integration
Supported today
  • Local ticket, KB, and analytics workflows
  • Built-in browser/web search for issue research when needed
Planned / not yet implemented
  • ○No helpdesk vendor API pipeline implemented yet

Files this agent creates

Written under ~/.openclaw/workspace-supportpilot/

USER.mdanalytics/weekly-report.mdtickets/triaged/{ticket-id}.mdcustomers/{customer-id}.mdtickets/drafts/{ticket-id}-response.mdtickets/escalated/{ticket-id}.mdanalytics/escalation-summary.mdkb/{category}/{article-slug}.md.state/last-kb-gen.json.state/last-triage.json

Install & configure

  1. 1. Install the agent pack

    tinkerclaw install supportpilot

  2. 2. Configure your preferences

    Edit the per-agent USER.md to set tone, timezone, and any agent-specific preferences:

    ~/.openclaw/workspace-supportpilot/USER.md

  3. 3. Keep it up to date

    tinkerclaw update supportpilot

Highlights

  • ✦Integrates with any ticketing system via file drop or API
  • ✦Escalation detection with configurable sensitivity
  • ✦Auto-builds knowledge base from resolved tickets