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customer-pulse

✓ Official★ 22,378

by anthropics · part of anthropics/knowledge-work-plugins

Aggregates PayPal disputes, HubSpot feedback and tickets, and email sentiment (plus pasted or exported Google/Yelp reviews) into a themes report with verbatim evidence and a "do these three things this week" list. Use when the user asks how customers are feeling, for review analysis, what people are saying, or about disputes.

🧩 One of 7 skills in the anthropics/knowledge-work-plugins package — works on its own, and pairs well with its siblings.

This is the playbook your agent receives when the skill activates — you don't need to read it to use the skill, but it's here to audit before installing.

Customer Pulse

Workflow

  1. Set the date window. Default: last 30 days. If the user specifies a range, use it.

  2. Pull PayPal disputes. Fetch disputes opened in the window. If the PayPal API returns a rate-limit error, skip and add PayPal: rate-limited — not included to the Sources section. Do not retry; do not error. See reference/gotchas.md for the rate-limit pattern.

  3. Pull HubSpot tickets and feedback. Fetch open and recently closed tickets. If 0 tickets exist, record HubSpot tickets: 0 and continue — do not surface a warning.

  4. Pull Gmail threads. Search for threads in the window containing: refund cancel unhappy issue problem disappointed frustrated broken late slow wrong missing. Extract subject lines and 1–2 sentence excerpts per thread.

  5. Pull Intercom conversations. Call search_conversations to fetch open and recently closed conversations. Then call get_conversation for each conversation ID returned to access the full conversation_parts. Extract parts where author.type === 'user' — these are customer messages. Exclude parts where author.type is admin or bot.

  6. Accept pasted reviews (optional). If the user pastes Google or Yelp review text, include it in the source pool tagged as [Review]. No connector required.

  7. Extract themes. Group all evidence into 3–5 recurring themes. Each theme must include:

    • A one-sentence label (e.g., "Shipping delays causing repeat complaints")
    • 2–3 verbatim quotes with source tags: [PayPal], [HubSpot], [Gmail], [Intercom], or [Review]
    • A signal count (how many items touch this theme)

    Verbatim quotes are non-negotiable — never paraphrase. See reference/gotchas.md for the verbatim anti-pattern.

  8. Generate the "do these 3 things" list. Rank themes by signal count. Pick the top 3 and write one concrete, owner-actionable step per theme. Format as a numbered checklist.

  9. Deliver the report. Structure the output with these sections in order:

    • Header — H2 with "Customer Pulse" and the date range.
    • Sources pulled — Bullet list with signal counts per source (PayPal disputes, HubSpot tickets, Gmail threads, Intercom conversations, pasted reviews). Note any source that was rate-limited and skipped.
    • Themes — For each theme, show a bold numbered theme label with the signal count, followed by two verbatim quotes as blockquotes, each attributed to its source.
    • Do these 3 things this week — Numbered list of three concrete, owner-actionable steps, each tied to one of the top themes.

    For a complete worked example, see reference/examples/example-report.md.

Approval gates

This skill is read-only — it does not post, send, reply, or modify any records. No approval gate is required.

Reference