handle-complaint

Q: How do I install handle-complaint?

Run npx skills add https://github.com/anthropics/knowledge-work-plugins --skill handle-complaint in your project. The skills CLI detects the agents you use and copies the skill into the right folder. For Claude Code you can also place the skill folder at ~/.claude/skills/handle-complaint/ (personal) or .claude/skills/handle-complaint/ (project).

by anthropics OfficialTesting & QA

Handles an incoming customer complaint end-to-end — pulls context, drafts a response, and suggests an operational fix. Accepts optional email or ticket ID argument.

Installs: 1.4K
Last 24h: —
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Security: Not audited

Install

Works with every agent the skills CLI supports.

npx skills add https://github.com/anthropics/knowledge-work-plugins --skill handle-complaint

01
Install
Run the command in your project. The CLI asks which agents to install for.
02
Describe the task
Ask your agent for something this skill covers. It loads handle-complaint automatically when relevant.
03
Review the result
The agent follows the SKILL.md steps, scripts and references bundled with the skill.

SKILL.md

The instructions your agent reads when the skill is triggered.

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:

If an ID was given: pull the full thread from Gmail or HubSpot.
If "latest": pull the most recent unresolved HubSpot ticket or Gmail thread tagged as complaint/support.
If neither: ask the owner to paste the complaint text directly.
Identify: customer name, order/account info, what they're upset about, what they're asking for.

Step 2 — Pull context

Search HubSpot for the customer's history: past purchases, prior complaints, deal stage, lifetime value.
Search PayPal for relevant transaction: order status, refund history, dispute status.
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:

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
Include: acknowledgment, explanation (if known), resolution offer, next step.
Present the draft to the owner. Do NOT send.

Step 4 — Suggest operational fix (customer-pulse)

Check if this complaint matches a known theme (from prior /customer-pulse-check runs or similar complaints in HubSpot).
If it's a pattern: "This is the {Nth} complaint about {issue} this month. Consider: {specific operational change}."
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?"

FAQ

What does the handle-complaint skill do?

Handles an incoming customer complaint end-to-end — pulls context, drafts a response, and suggests an operational fix. Accepts optional email or ticket ID argument.

How do I install handle-complaint?

Run npx skills add https://github.com/anthropics/knowledge-work-plugins --skill handle-complaint in your project. The skills CLI detects the agents you use and copies the skill into the right folder. For Claude Code you can also place the skill folder at ~/.claude/skills/handle-complaint/ (personal) or .claude/skills/handle-complaint/ (project).

Which AI agents can use handle-complaint?

Any agent that supports the open Agent Skills format (a folder with a SKILL.md file), including Claude Code, Codex, Cursor, GitHub Copilot, Gemini CLI, Windsurf, Cline, OpenCode and more.

Is handle-complaint safe to install?

No partner security audit is available yet. Skills can run commands and scripts, so read the SKILL.md and any bundled files before installing.

Who maintains handle-complaint?

It is published by anthropics in anthropics/knowledge-work-plugins, and it is an official skill from the maker of the technology it covers. It has 1,435 recorded installs.