模板 1：客服与工单 / Support & Ticket Playbook
中文：适用于客服咨询、售后问题和重复工单处理。
EN: For support inquiries, after-sales issues, and repetitive ticket handling.
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模板 2：社群运营 / Community Operations Playbook
中文：适用于社群欢迎流、规则执行、FAQ 与风险词分流。
EN: For community onboarding, policy enforcement, FAQ handling, and risky-content routing.
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模板 3：告警值班 / Incident Response Playbook
中文：适用于监控告警接入、降噪路由和值班协同。
EN: For monitoring alert ingestion, noise reduction routing, and on-call collaboration.
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脱敏检查 / Sanitization Checklist
- 不要公开 token、API Key、签名密钥、Webhook 密钥。
- Do not publish tokens, API keys, signing secrets, or webhook secrets.
- 不要公开服务器 IP、内部域名、端口映射、真实目录。
- Do not expose server IPs, internal domains, port mappings, or real paths.