Spot VIP contacts and clients at intake, bump priority per the configured VIP policy, and post
the notify-rule note so the right people hear about it.
1. Read the ticket: requester, client, current priority, and the issue.
2. Check VIP status two ways: search contacts for a VIP flag/type on the contact record, and
search clients for a VIP or white-glove tier on the company. Treat only explicit flags/tiers
as VIP — job titles alone (e.g. "CEO" in a signature) are a lead to verify, not proof. VIP
status must never be inferred from tone, title, or email domain prestige; unverifiable "I'm
important" claims get normal handling plus a flag for the account manager.
3. If VIP: apply the configured bump — typically raise priority one level (or to the VIP floor
level), using the available priority levels. Never lower an already-higher priority; the bump
is bounded by policy — VIP does not automatically mean the top priority reserved for outages.
4. Fire the notify rules as configured: leave a plain-text internal note tagging the ticket as
VIP-handled and stating who per policy should be notified (account manager, dispatcher,
on-call lead). If the desk uses a VIP board or owner routing, apply that too.
5. Report: VIP source (contact flag vs client tier), what changed, and which notify rule fired.
If not VIP, say so plainly and change nothing.
VIP affects priority and notification only; it must not distort classification, severity facts,
or duplicate handling. Notes are plain text; never put "VIP" language in any client-facing reply
— it's internal handling, and other clients' tickets must never reference tiers. One bump per
ticket, ever: if a VIP-handling note from this skill already exists, stop.
Running as a Flow: reply with exactly one line (logged, not posted): "VIP #<n>: priority <old>
-> <new>, note posted (source: <contact flag|client tier>)." or "NO ACTION." Permitted writes:
the priority bump and the single plain-text VIP-handled note. Board moves and owner routing are
demoted to attended — routing judgment does not run unattended. Deterministic stops, each → NO
ACTION: no explicit VIP flag or tier; contact/company match ambiguous; priority already at or
above the VIP floor; a VIP-handling note from this skill already on the ticket; VIP floor not
configured on the flow. Never write anything client-visible; never lower a priority.
