Skills CX operations
Incident communications for support
During an outage, support becomes repeat explanation at scale. Without a playbook, every agent improvises, macros diverge, the status page says one thing and chat says another, and backlog grows while leaders debate wording.
npx rulebase-skills install cx-incident-commsWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “incident comms playbook”
- “support during outage”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
One source of truth
Assign a single comms owner (often incident commander delegate) who publishes: Customer-visible impact statement, Workaround, Next update time.
Macros and replies
Macro structure (short): We are aware of [issue affecting X], Impact, Workaround, Updates, No need to contact again for updates.
Volume plan
Estimate surge from: Historical similar incidents (contacts per hour vs baseline), User counts in affected region or feature flag, Whether login or payment is blocked.
What support should feed postmortem
Export for engineering and leadership — not narrative blame.
Traps
Premature resolution macro. All-clear before confirm spikes reopens and trust loss.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
