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reflect-3

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Resolve CRM/support-console service-ticket tasks that require looking up live account, ticket, mobile line/device/bill/plan, outage, diagnostic, export incident, or enterprise message records and returning strict JSON decisions. Use this skill whenever a prompt asks for support operations triage, queue quality review, mobile-data recovery, service-ticket routing, SLA handoff, enterprise export complaint response packages, or summary counts from a support console.

experiments/codex_gpt5_5_xhigh/reports/skills/task_group_003/reflect-3/reflect-3_attempt_02/SKILL.md

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Oct 29, 2026
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Apache-2.0

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# Reflect-3 CRM Support SOP

Use this skill for support-console tasks where the answer must be inferred from CRM records rather than from the intake text alone.

## Core Workflow

1. Read the prompt, payload, and answer template first.
2. Use the support-console base URL supplied by the task or environment. If the prompt mentions a local default but the harness provides a different shared console URL, use the harness URL.
3. For every listed item, retrieve the authoritative records before deciding:
   - Fixed-line tickets: ticket, account, active outages, then diagnostics only if still needed.
   - Mobile cases: case, line, device, plan, and bill.
   - Enterprise export complaints: enterprise account, incident, export runs, and internal messages.
4. Preserve the payload order unless the template explicitly says to sort by an ID.
5. Return only JSON conforming to the answer template. Do not include explanations, comments, Markdown, or extra keys.
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