Support router

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Open source. macOS, Windows and Linux.

At a glance

What it is

Entry point for customer support work: reads what the request actually is, one reply, a pattern across tickets, an escalation, a refund, a queue review, and either routes to the specialist skill or runs the procedure inline.

A skill is a written procedure a bot loads when a job calls for it. This one is a single file, SKILL.md, and the whole file is on this page.

File: SKILL.md
Length: 80 lines1,192 words, about 6 min read
Category: Business operations
License: Apache-2.0Open source license
Author: Ferrox Labs
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SKILL.md

80 lines · 1,192 words

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Note. Support templates are starting points, not policy. Refund, credit and SLA language can create commitments the company then has to honour — check every one against the actual policy and against applicable consumer law (FTC, EU consumer rights, state UDAP statutes) before it goes out.

Support router

A support task has arrived. Establish what is really being asked, then route or work it inline.

Step 0 — The question under every support task

Before drafting anything: what is this customer trying to achieve, and is the product moving them toward it or away from it?

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Questions.

What is the Support router skill?

How much does it cost?

Nothing. It ships with Murage, which is open source. Your bots run on the AI plan you already have.

Can I change it?

Yes. Open it in Settings → Skills to read, edit or duplicate it. Skill Guard scans it again after every edit.

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The request	Load
A queue to prioritise; what to work first and why	`mend-ticket-triage`
An account showing churn signals; a save play	`mend-churn-prevention`
A new customer's first thirty days; activation path	`mend-onboarding-flow`
Turning a repeated resolution into a repeatable procedure	`sop-creation`
Redesigning how support work flows through the team	`process-mapping`
Membership, subscription and community operations	`membership-manager`
Standing up onboarding as a programme, not a checklist	`onboarding-plan`

Support router

Teams that use this skill.

More business operations skills.

The full skill.

Support router

Step 0 — The question under every support task

Put this skill to work.

Questions.

Give your first job to Murage.

Support router

Teams that use this skill.

More business operations skills.

The full skill.

Support router

Step 0 — The question under every support task

Put this skill to work.

Questions.

Give your first job to Murage.

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Open the bot’s skills

Find Support router and switch it on

Ask the bot for the job

About this skill.

Step 1 — Route to the specialist skill

Step 2 — Work it inline

Reply to a customer

Knowledge-base article

FAQ set

Escalation brief

Refund or credit script

SLA and queue review

NPS or CSAT analysis

Support health report

Rules

Support router

Teams that use this skill.

More business operations skills.

The full skill.

Support router

Step 0 — The question under every support task

Put this skill to work.

Questions.

Give your first job to Murage.

Search murage.ai

Support router

Teams that use this skill.

More business operations skills.

The full skill.

Support router

Step 0 — The question under every support task

Put this skill to work.

Questions.

Give your first job to Murage.

Create a bot and use this skill.

Ask Ember to create the bot

Open the bot’s skills

Find Support router and switch it on

Ask the bot for the job

About this skill.

Step 1 — Route to the specialist skill

Step 2 — Work it inline

Reply to a customer

Knowledge-base article

FAQ set

Escalation brief

Refund or credit script

SLA and queue review

NPS or CSAT analysis

Support health report

Rules