Voice & Messenger

10 skills in this category.

After-Hours Voicemail Digest

Build the morning digest of overnight voicemails and after-hours calls — urgent items first, callbacks owed with deadlines, and which tickets were created. Use for "what came in overnight on the phones" or a scheduled 7am flow.

Chat-to-Ticket Conversion

A live Messenger chat turned into a real issue — capture the chat's full context into a proper ticket (title, description, contact, priority, steps already tried) so the user never has to repeat themselves. Use when a chat outgrows quick-answer territory.

Dead-Air Call Filter

Detect voice sessions that were dead air, instant hangups, or robocalls and close them so they don't pollute the queue — with a hard rule that any human speech means it is not dead air. Use on voice-sourced tickets with empty or junk transcripts.

Live Chat Etiquette

House rules for working a live Messenger chat — response cadence, holding messages, handoff phrasing, and ending the chat cleanly. Use when drafting chat replies, coaching a tech on chat conduct, or writing the desk's chat playbook.

Messenger Deployment Audit

Report which clients actually use Messenger versus which are entitled to it — deployed/active vs. silent — and surface the adoption gaps worth a rollout conversation. Use for "who has Messenger deployed", "which clients never chat", or QBR adoption prep.

Messenger Outage Banner

Draft, update, and retire the Messenger banner clients see during an incident — factual wording without cause speculation, and hard expiry discipline so stale banners don't outlive the outage. Use when an incident needs (or no longer needs) a banner.

Voice Call QA Review

Review AI-handled voice calls against a fixed rubric — caller identified, issue captured, commitments accurate, handoff clean — and grade each call with cited transcript evidence. Use for "QA the Voice AI calls" or reviewing a specific AI-answered call.

Voice Catchall Identification

Identify the client and contact behind an unknown caller — a voice ticket carrying only a phone number — using number, spoken-name, and company clues from the transcript. Use when a voice-sourced ticket has no company or sits on the catchall contact.

Voice Transcript Intake

Turn a pasted or piped call transcript into ticket action — extract caller, client, issue, and any commitments made, then create or update the ticket with a time entry. Use when a call transcript, Voice AI recap, or reception-line recording text lands in chat or on a ticket.

Voicemail to Ticket

Convert a voicemail transcription into a ticket with a callback commitment — urgency read from what the caller said, not from tone guesses. Use when a voicemail lands as ticket/thread content or is pasted in.