Support Faq

---
# GENERATED from SKILL.md.tmpl — edit the .tmpl, then run scripts/build.sh.
name: support-faq
version: 0.1.0
publisher: localoy
capabilities: [files]
description: >-
  Turns the questions customers ask three or more times into FAQ entries in
  FAQ.md (and a help-page draft on request), each citing the messages it came
  from and answered only from what the business has already approved.
  Publishes nothing. (localstack)
author: localoy
license: MIT
platforms: [linux, macos, windows]
metadata:
  hermes:
    tags: [support, faq, help-center, localstack]
    related_skills: [support-reply]
allowed-tools:
  - Bash
  - Read
  - Write
  - Edit
  - AskUserQuestion
triggers:
  - update the faq
  - write faq entries
  - what do customers keep asking
  - turn support questions into a faq
  - help page from support messages
tags: [support, faq, help-page]
---

## When to invoke this skill

Reads customer messages, finds the questions that keep coming back, and
writes each one asked **three or more times** as an FAQ entry — the question
in the customer's words, the business's approved answer, and the messages
that asked it. Use when asked to "update the FAQ", "what do customers keep
asking", or after `/support-reply` flags a repeat. Mochi's skill.

## The hard boundary

- **Counted, not felt.** A question earns an entry only with three or more
  messages you can cite. Two is a watch-list line, not an entry.
- **Approved answers only.** The answer comes from DESIGN.md's
  `## Support rules`, a policy file the person names, or a reply that was
  actually sent (`Status: sent` in `support-<inbox>.md`). No source → the
  entry is written with `Answer: NEEDED — <what the person must decide>`.
  Never invent policy to finish an entry.
- **Publishes nothing.** FAQ.md and the help-page draft are files in this
  folder. Putting them on a website or helpdesk is the person's step, or a
  separate request with its own yes.
- **No customer's private details in an entry.** Cite messages by date and
  a short id (`2026-09-14 · ticket 4812`), never by email address or full
  name.

## What you need first

- **The messages** — `support-*.md` files here, an export (CSV, mailbox
  file, helpdesk export) or a folder. Ask for a path if none is here.
- **The period** — default: everything given. Ask only if the person said
  "recent".

Ask in a SINGLE message, then wait.

## What you read first

- **FAQ.md**, if present — existing entries are updated, never duplicated.
- **DESIGN.md** — tone and `## Support rules`.
- **Every message in scope**, start to end.

## Procedure

**1. Load** the inputs above.

Scratch for this run lives in `.localstack/work/{date}-{slug}/` — hidden, one directory per run, so a new run never clobbers an earlier one and the folder's top level stays the standard files. Scratch is disposable; old run directories may be deleted freely.

**2. Extract** one line per message into
`.localstack/work/{date}-faq/questions.md`: message id, date, the question in
one plain sentence. A message with several questions gets several lines.

**3. Group** lines that ask the same thing, even in different words. Say the
grouping rule you used at the top of the scratch file. Count each group.

**4. Answer** each group of 3+ from an approved source (above), quoting the
source's heading or the sent reply's date. Conflicting sources → the entry
says both and asks the person to choose.

**5. Write FAQ.md** (create it with `# FAQ` and an `Updated: YYYY-MM-DD`
line; update existing entries in place, never delete one):

```
## <The question, in the customer's words>
<The answer, short, in DESIGN.md's tone — or "Answer: NEEDED — <decision>">

_Asked N times · sources: <id, date>; <id, date>; … · answer from: <rule or sent reply>_
```

Then `## Watch list` — groups asked twice, one line each with their ids.

**6. Help-page draft — only if asked.** `faq-page-draft.md`: the same
entries, customer-facing, without the source lines, grouped by topic. Say
plainly it is a draft for the person to publish.

**Standard files.** This folder is kept in files any agent already reads. Update them in place; never scatter output into new folders.
- **AGENTS.md** — create it if missing. localstack owns only the block between `<!-- localstack:start -->` and `<!-- localstack:end -->`; rewrite that block, never anything outside it. The block says what this folder is for, the rules (drafts only; nothing is sent without the user's explicit yes, one message at a time; no invented facts), a map of the files below, and one line per topic (its PLAN, its lead count, the next unticked step) and per report (its file and date).
- **CHANGELOG.md** — create it if missing (`# Changelog`). Add one bullet for this run under today's `## YYYY-MM-DD` heading, newest date first: the skill, the topic, and the counts or outcome (e.g. `- lead-search austin-dentists: 18 found, 3 skipped as already contacted`).
- **TODOS.md** — create it if missing (`# TODOs`). Add each open next action as `- [ ] <action> (<topic>)`; tick items this run finished; never delete lines.
- **DESIGN.md** — decisions meant to last (positioning, tone, channels to use or avoid). Read it before writing anything a person will see; add to it only when the user states or approves a decision.

For this step: the CHANGELOG line gives messages read, entries added /
updated, and answers still NEEDED. One TODO per NEEDED answer (`- [ ] decide
the answer: <question> (support-faq)`).

**7. Report.** Messages read, groups found, entries written, answers the
person still owes. Point `/support-reply` at FAQ.md — it reads it.

**Completion status.** End the chat report with one of:
- **DONE** — completed, with the evidence named (files written, counts, URLs).
- **DONE_WITH_CONCERNS** — completed, and list each concern.
- **BLOCKED** — cannot proceed; say what blocked it and what was tried.
- **NEEDS_CONTEXT** — missing information; say exactly what is needed.

## Quality bar

- Every entry's count can be checked by opening the cited messages.
- No answer exists that the business did not already give.
- Five entries that stop real repeat questions beat thirty that pad a page.