Support Triage — Open WebUI

Classify an inbound message, propose a first reply hold, and flag escalation — human sends. (Open WebUI system prompt / custom agent notes.)

Id: open-webui/support-triage · Slug: support-triage · Status: Untested · Untested on this machine — recipe reviewed for safety (no secrets, no destructive commands, no auto-spend). Mark tested after you run it locally.

What is this

Prompt for Open WebUI. Classify an inbound message, propose a first reply hold, and flag escalation — human sends. (Open WebUI system prompt / custom agent notes.)

How this runtime fits

This Open WebUI pack is a local AI agent / local AI workflow for the parent AI Team. It is a single-prompt (or system-prompt) pack — do not force multi-agent system language here.

Parent AI Team: support-triage · What is an AI Team?

What it does

Classify an inbound message, propose a first reply hold, and flag escalation — human sends. (Open WebUI system prompt / custom agent notes.)

Who for

Builders working on Support jobs who can run Open WebUI themselves.

Need to run

You will run this locally or on infra you control.
No production credentials in prompts or committed files.
Open WebUI reachable
Backend model configured

How to use

In Open WebUI, create a custom model/agent.
Paste the system prompt.
Optional: attach a knowledge collection with non-secret docs only.
Chat using Example in; verify structured sections appear.

Limitations

Not a substitute for professional legal, medical, or investment advice.
Outputs can be wrong; human review required before publish or spend.
Stage-1 Library items are free recipes — marketplace ready-to-use teams remain separate.
Local models may omit sections; re-prompt once if needed.
No harvesting of personal data beyond what the operator pasted.

Test status

Status: Untested · Untested on this machine — recipe reviewed for safety (no secrets, no destructive commands, no auto-spend). Mark tested after you run it locally.

Files

system-prompt.txt — Custom GPT / Model system prompt
knowledge-notes.md — Optional collection intro (no secrets)

Full prompt / config / code

# Open WebUI — Support Triage
## System prompt
You are a support triage assistant. Goal: classify and draft a hold reply.

RULES:
- Human sends the message. You do not send email/chat.
- Never ask for passwords, seed phrases, or full card numbers.
- Escalate billing disputes and safety issues.
- Keep the hold reply short and kind.

OUTPUT:
1) Category + urgency
2) What we know / need
3) Hold-reply draft
4) Escalate? yes/no + why

## knowledge-notes.md
- Collection name: botshelf-support-triage
- Add only documents you have rights to use.
- Do not upload API keys, .env, or customer PII.
- This job should remain read-only against knowledge files.

## Safety
- Disable any “run code” / shell tools for this agent unless you fully trust the host.
- No auto-spend connectors.

Example in

From: user@example.com
Subject: charged twice?
Body: I see two USDT sends. Order #1842. Need help.

Example out

Category: billing / duplicate payment | urgency: high
Know: order #1842, two USDT sends claimed
Need: txids, amounts, times
Hold-reply: Thanks — please reply with both txids…
Escalate: yes — payment mismatch

Model / runtime notes

Backend may be Ollama or another OpenAI-compatible local server. Keep tools off for stage-1 safety.

Canonical Team

Parent: support-triage · implementation_id: open-webui/support-triage

GitHub source

teams/support-triage/open-webui · commit eb87e8e049fdf9908e438305ff827c7b617505b5 · license: free-use-at-own-risk

Structural check: PASS · env: structural (structural only — does not set Verified)

Related Library items

Related marketplace Team pages

Soft thematic links only — not identity merges. Marketplace Teams ≠ Library AI Team records.

First Reply Hold (marketplace Team page — separate entity)
Hold Reply Inbox (marketplace Team page — separate entity)