Agent Operating Guide
/coach-ticket-followup
Draft a reply on an existing AssureSwarm support thread, optionally refreshing the attached context, staged as a Gmail draft on that thread you review and send.
Reply to a support thread without leaving the chat. The skill looks up the thread in Gmail,
drafts your reply, concise, since the vendor already has the original context, optionally
attaches a refreshed context snapshot, runs the body through the canvas-redactor gate, and
creates a Gmail draft on the existing thread. It never sends: the reply lands as a draft
on that thread, and you review it and hit send.
When to use
Section titled “When to use”When a support ticket you already opened needs a reply: the vendor asked a question, or you have new information such as a workaround that didn’t work or a new error. Find the thread id first with /coach-ticket-status.
If the ticket’s scope has changed entirely, open a fresh one with /coach-ticket-open instead: the vendor can’t easily reclassify an existing thread.
Inputs
Section titled “Inputs”| Flag | Required | Notes |
|---|---|---|
--thread <gmail-thread-id> |
Yes | The thread to reply on. Get it from /coach-ticket-status. |
--message <text> |
No | The reply body. Drafted interactively if omitted. |
--attach-context |
No | Opt-in: attach a fresh config, schema, and log snapshot under an “Updated context” heading. |
Example
Section titled “Example”/coach-ticket-followup --thread <id> --attach-context loads the thread for its subject and
participants, drafts your reply, appends a refreshed context snapshot, runs the redaction
gate, and creates a Gmail draft on the existing thread: recipient and subject inherited. You
review and send.
Good to know
Section titled “Good to know”- Drafts only, never sends. The draft lands on the existing thread, not a new conversation.
- Note a change of severity or category in the reply: but if the original ticket is no longer the right scope, open a new one; the vendor can’t easily reclassify a thread.
Related
Section titled “Related”- /coach-ticket-status: find the thread id and see which threads are waiting on you.
- /coach-ticket-open: open a new ticket when the scope has changed.
- /coach-redact: the standalone form of the redaction gate every reply runs through.