{
 "schema": "aiblocks-page/1",
 "id": "customer-message-tone-and-urgency-review",
 "type": "skill",
 "name": "Customer message tone and urgency reviewer",
 "summary": "Find out how upset a customer is and how fast to reply. Paste their message and get tone, urgency, churn signs and how to respond.",
 "headline": "Customer message tone and urgency reviewer",
 "subhead": "Paste a customer message, or give a Gorgias ticket number. This customer sentiment check looks for emotion, urgency and signs the customer may leave. You get ratings backed by quotes, plus the tone to use and what to address first.",
 "job": {
  "id": "help-customers",
  "name": "Help your customers"
 },
 "level": "intermediate",
 "thinking": "medium",
 "tested": true,
 "updated": "2026-10-28",
 "first_published": "2026-10-25",
 "inputs": [
  {
   "type": "voc_reviews",
   "required": true,
   "label": "Voc reviews",
   "what": "customer words from reviews, tickets, surveys or calls, with source and date"
  },
  {
   "type": "tool_connection",
   "required": false,
   "label": "Tool connection",
   "what": "an AI connected to an outside tool or service, such as an MCP server"
  }
 ],
 "outputs": [
  {
   "type": "audit_report",
   "required": true,
   "label": "Audit report",
   "what": "findings with evidence, severity, missing inputs and next actions"
  }
 ],
 "you_give": [
  "The customer message, pasted as text",
  "Earlier messages from the same customer, for a trend (optional)",
  "A Gorgias ticket number, if you use Gorgias and have Composio linked (optional)"
 ],
 "you_get": [
  "A sentiment, urgency and churn risk rating, each with a confidence level",
  "The emotions found, with quotes from the message",
  "Any signs the customer may leave, or \"None detected\"",
  "A suggested tone, a priority call, and the points to address",
  "A mood trend across messages, if you gave more than one"
 ],
 "use_when": [
  "A message lands and you cannot tell if it is a mild complaint or a real threat to leave.",
  "You are sorting a busy inbox and need to know which message to answer first.",
  "A customer has written three times and you want to see if their mood is getting worse.",
  "You are handing a hard message to a teammate and want to explain how upset the customer is."
 ],
 "skip_when": [
  "You need a full queue sorted by priority. Use the Support ticket sorter, or the Gorgias ticket priority planner if you use Gorgias.",
  "You have your own reply ready and want it checked. Use the Angry customer reply checker.",
  "The message is about a legal threat, a chargeback or a refund decision. Give it to a person who owns that decision. This tool only rates the tone.",
  "You want to rate Shopify buyers by order history. Use the Customer churn risk scorer."
 ],
 "output_sample": {
  "input": [
   "The customer message, pasted as text",
   "Earlier messages from the same customer, in date order (optional)",
   "A Gorgias ticket number (optional)"
  ],
  "prerequisites": [
   "Only for a Gorgias lookup, an AI that can run commands with Composio CLI and Gorgias linked"
  ],
  "output": [
   {
    "name": "Scores",
    "contains": "A table of sentiment, urgency and churn risk, each with a confidence level."
   },
   {
    "name": "Emotional Profile",
    "contains": "The emotions found, such as frustration or worry, each with a quote."
   },
   {
    "name": "Key Phrases",
    "contains": "The exact words in the message that drove the ratings."
   },
   {
    "name": "Churn Signals",
    "contains": "Mentions of cancelling, refunds, competitors or a last chance, or \"None detected\"."
   },
   {
    "name": "Recommended Approach",
    "contains": "The tone to use, whether to escalate, and what matters most to this customer."
   },
   {
    "name": "Sentiment Trend",
    "contains": "Mood message by message and whether it is improving, stable or getting worse. Thread only."
   }
  ]
 },
 "how_to_use": [
  "Open Claude, ChatGPT or Gemini and paste this skill, or add the skill folder if your AI supports it.",
  "Paste the customer message under it. Paste any earlier messages in date order if you want a trend.",
  "Check each rating against the quote next to it. If a quote is not in the message, ask your AI to fix it.",
  "Use the Priority line to decide who answers and how soon.",
  "Write the reply yourself, or ask your AI to draft one in the suggested tone. Nothing is sent for you."
 ],
 "checks": [],
 "next": [
  {
   "name": "Customer reply drafter",
   "url": "https://useaiblocks.com/skills/customer-reply-drafter",
   "why": "Customer reply drafter"
  }
 ],
 "source": {
  "by": "Composio",
  "repo": "composio-community/support-skills",
  "url": "https://github.com/composio-community/support-skills/tree/83382c4b055fc4e5b055044adb5bfb7585484c9a/sentiment-check",
  "licence": "MIT",
  "original_name": "sentiment-check",
  "commit": "83382c4b055fc4e5b055044adb5bfb7585484c9a"
 },
 "credits": [
  {
   "title": "sentiment-check skill",
   "by": "Composio",
   "url": "https://github.com/composio-community/support-skills/tree/83382c4b055fc4e5b055044adb5bfb7585484c9a/sentiment-check",
   "used": "Copied under the MIT licence. We gave it a plain name. We added Before you start and After this sections that link to other AI Blocks steps."
  }
 ],
 "files": [
  "README.md"
 ],
 "links": {
  "page": "https://useaiblocks.com/skills/customer-message-tone-and-urgency-review",
  "markdown": "https://useaiblocks.com/skills/customer-message-tone-and-urgency-review.md",
  "json": "https://useaiblocks.com/skills/customer-message-tone-and-urgency-review.json",
  "instructions": "https://useaiblocks.com/skills/customer-message-tone-and-urgency-review/SKILL.md",
  "download": "https://useaiblocks.com/skills/customer-message-tone-and-urgency-review.zip",
  "api_item": "https://useaiblocks.com/api/v1/items/customer-message-tone-and-urgency-review",
  "api_document": "https://useaiblocks.com/api/v1/documents/skill/customer-message-tone-and-urgency-review",
  "mcp": "https://useaiblocks.com/mcp"
 }
}