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Customer Support playbooks

Respond to a client with Atlas doing the heavy lifting, within an enforced SLA, escalating correctly — so clients feel respected and real issues get elevated. 🤖 Atlas drafts · 👤 human support sends/owns · 🧑‍💻 engineering for code fixes.

Full build: #603 (Support human-front — Atlas copilot + SLA engine + priority elevation + CSAT pulse). This playbook is the operating procedure; #603 is the tooling that automates it.

Handling an inbound (the loop)​

  1. Context — Atlas surfaces the client + clinic context (plan, recent tickets, open issues affecting them). 🤖
  2. Draft — Atlas drafts the reply + a recommended action; the human reviews/edits/sends so the client always hears a human voice. 🤖→👤
  3. SLA clock — first human response target by severity; Atlas nags before breach, escalates to George on breach. 👤
  4. Elevate a bug — if a client is hurting, raise the board issue's priority (P2→P1…) with a required customer-impact note; the ticket links to the issue so the client is auto-notified when the fix ships (extends the report_issue reporter-ping, #409). 👤/🤖
  5. Resolve + pulse — after close, a lightweight "was this handled well?" pulse feeds per-client health (at-risk detection, #577). 👤
  6. Learn — a resolved ticket with a reusable answer gets proposed as a clinic/global KB entry (audience-tagged; staff approves) so Atlas answers improve. 🤖→👤

Filing a client-reported issue correctly​

  • Route through board.sh create (intake router dedups against open issues — appends "ALREADY TRACKED as #N" on a match). Never raw gh issue create.
  • Bugs carry a P0–P3 label (P0 = down/money/PHI/data-loss · P1 = core workflow broken · P2 = has workaround, default · P3 = minor). Use the bug template (what/why, repro, acceptance, area) so it's build-ready.
  • Reference: docs/claude/bug-scoping-template.md.

Escalation map​

SituationWho
Client question / how-toAtlas draft → human send
Bug with workaroundfile P2 via board.sh
Core workflow broken / money / PHIfile P1/P0 + escalate to George
Needs a code changefile the bug; the build/triage pipeline or an agent picks it up
Payment/billing disputeconfirm before any Stripe action (payments-safety rule) 🧑‍💻

Related: Atlas intake router (#222), at-risk accounts (#577), report_issue reporter-ping (#409).