MCP PROMPT · COMMS

/respond-to-ticket

Reply to a support ticket and update its status.

01 · The flow

What the agent does, in order.

  1. 01 Call list_tickets with status="open" or "pending"; pick the ticketId based on the user's reference.
  2. 02 Call get_ticket with ticketId to see history and customer details.
  3. 03 Draft a reply with the user — confirm tone, channel (email vs WhatsApp), and language match the customer's last message.
  4. 04 Call send_whatsapp_message or create_note (for internal-only notes), depending on whether the reply is customer-facing.
  5. 05 Call update_ticket_status with status="resolved" or "in_progress" + optional resolutionNote.
02 · Tools called

4 typed tools in sequence.

  • list_tickets
  • get_ticket
  • send_whatsapp_message
  • update_ticket_status

Every tool ships with MCP annotations (title, readOnlyHint, destructiveHint, openWorldHint, idempotentHint). Clients can gate destructive calls before invoking. Full catalog: /server-card.json.

03 · Related

More comms playbooks.

Try this in your agent.

Connect FavCRM to Cursor, Claude, ChatGPT, or any MCP client. Type /respond-to-ticket in chat. Agent runs the steps in order.

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