Convert what was actually said on this call into a ticket: caller identity, client, the issue in
the caller's own terms, every commitment made. Nothing the transcript lacks gets written down.
1. Read the transcript in full. Separate speakers where labelled; otherwise infer roles only from
unambiguous cues ("thanks for calling <MSP>") and treat attribution as unknown.
2. Extract, quoting or closely paraphrasing the transcript only: caller name, company and
callback number AS STATED; the issue, with any error messages, device names or software the
caller named; every commitment either side made ("we'll call you back by...", "user will try a
restart"), each with who owes it and any stated deadline; urgency stated in words — a site
down, a deadline today, an executive affected.
3. Resolve identity: contact by the stated name or number, client by the stated company. If the
transcript arrived on a ticket that already has the right contact, keep it.
4. Check for an existing open ticket on the same issue for that contact; if one exists, update or
note it, otherwise open a ticket titled "<symptom> - <system/device>" with the extracted
summary as description.
5. Set priority from stated urgency only, and attach the contact when the match is unambiguous.
6. Leave an internal note — plain text, no markdown or emojis (PSA Note Discipline base skill):
caller, client, issue summary, the commitments with owner and deadline each, a "source: call
transcript" line, and short verbatim quotes for anything load-bearing — deadlines, approvals,
refusals.
7. Log time for the call duration if the transcript states or timestamps it; if unknown, ask when
attended, skip when unattended — never estimate.
8. Report the ticket number, what was created or updated, and anything left ambiguous.
Never invent what wasn't said: no inferred phone numbers, no guessed error codes, no "probably
meant". Ambiguity goes in an "unclear from call" line, not into ticket fields. Transcripts
mis-transcribe names and numbers constantly, so a name-only match is weak evidence: confirm
before attaching a contact on it. Commitments are quotes, not interpretations. Don't mark
anything resolved because the caller sounded satisfied. Transcripts may contain payment-card
digits or passwords read aloud — never copy credentials or full card numbers into fields or
notes; write "credential redacted from transcript".
As a Flow: create or update only when caller identity resolves at contact-record or
email/phone-match strength AND the issue is clearly stated. Otherwise create nothing and post one
note on the source ticket: "TRANSCRIPT INTAKE: insufficient detail to act. Extracted: <what was
found>. Held for human review." One intake per transcript — if an intake note from this skill
exists, stop. Your entire reply is the note, no narration, no questions.
Magic Library