Classify Customer Feedback

---
name: classify-customer-feedback
description: Classify customer feedback by type, severity, urgency, and escalation path.
---

# Classify Customer Feedback

Use this skill for incoming customer emails, reviews, tickets, sales-call notes, and support transcripts.

## Inputs
- `customer_message`: raw customer feedback
- `customer_context`: optional account, plan, segment, or product area
- `known_policy`: optional refund, support, SLA, or escalation policy

## Classification Types
- Bug report
- Feature request
- Complaint
- Confusion / usability issue
- Praise
- Churn risk
- Billing / account issue
- Security / privacy concern
- Outage / data loss

## Severity
- **Critical:** outage, data loss, security/privacy, blocked payment/checkout, legal risk, active churn threat
- **High:** core workflow blocked, repeated failures, executive/customer escalation
- **Medium:** meaningful friction, unclear behavior, non-blocking bug
- **Low:** preference, small copy issue, general suggestion, praise

## Output Format

### Classification
- **Type:**
- **Severity:**
- **Urgency:** Immediate / Today / This week / Backlog
- **Escalate to:** Support / Product / Engineering / Billing / Security / None
- **Confidence:** High / Medium / Low

### Evidence
Quote the specific words that drove the classification.