Skills CX operations
Proactive support
Proactive support is outbound contact before the customer asks — delay alerts, known-issue warnings, renewal reminders, fix confirmations. Done badly it creates inbound: the customer replies "yes I have that problem" and opens a ticket you would never have received.
npx rulebase-skills install cx-proactive-supportWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “proactive support”
- “prevent tickets with outbound”
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.
Eligibility: who gets a proactive touch
Eligibility is a filter, not a segment for volume. Smaller, precise sends beat "everyone who might care."
Suppression rules
Suppress when any of these apply: Customer already has an open ticket on the same driver, Proactive message sent in the last N hours for same incident, Customer opted out of non-transactional channels, Issue resolved before send job runs.
Measuring prevented contacts vs created contacts
You cannot observe the counterfactual directly. Use a disciplined proxy set.
Message design that prevents rather than provokes
Transactional exemption does not cover "we thought you'd want to know" marketing. When in doubt, treat as promotional for consent purposes and consult policy owners — this skill does not provide legal advice.
Opt-out and consent
Separate flags for: transactional (receipt, security), service proactive (outage, delay), and marketing. Suppression must respect the strictest applicable preference.
Traps
Proactive as marketing channel. Unsubscribe rises; real service mail gets filtered.
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
