Templates

Operational Playbooks (Placeholder-Only)

These templates are intentionally secret-free. Replace placeholders in your private environment only.

Template Index

Mapped one-to-one with the three priority use cases.

Support

Routing, handoff, ticket lifecycle.

Community

Onboarding, moderation, FAQ handling.

Incident

Dedupe, severity routing, closure loop.

Support & Ticket Playbook

name: support_ticket_playbook
input:
  channel_event: <CHANNEL_EVENT>
pipeline:
  - normalize_message
  - classify_intent
  - check_faq_index: <FAQ_INDEX>
  - decide_handoff:
      conditions: [high_risk, repeated_issue, low_confidence]
  - create_or_update_ticket: <TICKET_SYSTEM>
output:
  auto_reply: <RESPONSE_TEMPLATE>
  ticket_id: <TICKET_ID>
metrics: [fcr, frt, handoff_rate, escalation_rate]

Community Operations Playbook

name: community_ops_playbook
input:
  group_event: <GROUP_EVENT>
pipeline:
  - welcome_new_member
  - run_policy_checks:
      ruleset: <RULESET_ID>
  - faq_match:
      index: <FAQ_INDEX>
      fallback: human_mention
  - moderation_route:
      actions: [warn, mute, escalate]
output:
  community_action: <ACTION_RESULT>
metrics: [d7_retention, faq_hit_rate, manual_intervention_count, active_member_ratio]

Incident Response Playbook

name: incident_response_playbook
input:
  alert_event: <MONITORING_ALERT>
pipeline:
  - dedupe_alert:
      key: [service, fingerprint, severity]
      window_minutes: <DEDUP_WINDOW_MINUTES>
  - route_by_severity:
      p1: page_primary_oncall
      p2: notify_incident_channel
  - ack_and_close_loop:
      ack_writeback: true
      resolve_writeback: true
  - draft_postmortem_stub
output:
  incident_status: <INCIDENT_STATE>
metrics: [mtta, mttr, alerts_per_hour, false_positive_rate]

Sanitization Checklist

Never publish tokens, API keys, webhook secrets, or signing secrets.
Never expose server IPs, internal domains, ports, or real file paths.
Never upload full logs, raw payloads, or user messages to public pages.

Use Cases Articles Security