supportcron
The support lead's day on scheduled agents: a daily escalation triage ranked by what is commercially at stake, drafted first responses, weekly deflection candidates, a brief for the account owner when a fire lands on their renewal, and a monthly load review.
Overview
supportcron runs a support lead's day on a schedule, on our servers. Three tasks run on a clock: a daily 6:15am escalation triage, a Wednesday deflection-candidates review, and a load review on the first of the month. Three more run on demand: first-response drafts, the account-escalation brief, and support-risk score narration. A nightly brain synthesis turns the day's runs into lessons. Everything is draft-first, and there is nothing to install.
supportcron holds no ticket-system write access and no mailbox. It reads your stored records and drafts; a person sends.
Customer Support, not Customer Success
These are two roles, and the difference decides which one answers a question. cscron owns the post-sale commercial relationship: health, adoption, onboarding, renewal posture and expansion. supportcron owns the queue: open escalations, response times, recurring issues and support load.
They share a customer and little else, so they are wired to tell each other rather than to duplicate. When supportcron finds an escalation on an account, it publishes a signal the account executive's and the CSM's next runs both read. When sales flags a deal at risk, supportcron reads that back, which is what lets the triage rank by what is at stake rather than by what is oldest.
Why the triage ranks the way it does
Loudness is not severity. The daily triage ranks an escalation on an account with an open renewal above an older one with nothing riding on it, then an escalation on an account already flagged at risk, then age against first response, then blast radius as the record states it.
A support queue sorted by age will never surface the first pairing, because the commercial clock lives in a different system from the ticket. That pairing is the whole reason this role reads the org's shared facts rather than only its own.
What the drafts will not say
A first response acknowledges the specific problem, says what is being done, and gives the next checkpoint. It will not give you a fix date, because it cannot know one. It will not state a cause, because that is an engineering finding rather than a support draft. And it will not use a number it did not read from your records: no uptime figures, no affected-user counts, no "less than 1% of customers".
A reply that over-promises costs more trust than the outage did, which is why these are refusals in the skill rather than guidance in a doc.
The brief for the account owner
When an escalation lands on an account with commercial exposure, account-escalation-brief writes what the account owner needs, in their language: what the customer experienced, what it puts at risk from the stored opportunity record, where it stands including "unresolved", and what to do differently in the next conversation.
It states the position honestly rather than softening it. An owner told a problem is handled who then hears otherwise from the customer is worse off than one who was told the truth.
Your console (runs on our servers, nothing to install)
has a control surface in your browser at //console. It drives the hosted runtime that runs 's agents on our servers on a schedule, so nothing depends on you keeping an app open. Scheduled work runs on a metered key (ours by default, capped and priced into your subscription, or your own Anthropic or OpenRouter key). Bedrock is built but not accepting keys yet; Settings shows it as coming soon until the transport is validated.
- Schedule. A runtime on/off switch, plus every skill with its cadence and tier. Toggle any skill or run one now.
- Draft queue and Runs. Review the drafts your runs produced and see what ran, when, and what it cost.
- Live coach (front-line seats). On-demand interactive coaching: practice a live buyer roleplay, build a pre-call brief for a connected meeting, or draft a reply to an inbound thread. Draft-only, on your budget, nothing sent.
- Settings. Budget meter, identity, and bring-your-own-key.
Delivery. Output is draft-first and lands where you choose: your in-app draft queue by default, and optionally your Google Drive "Accounts" folder. For a security-strict team that needs real Gmail or Outlook drafts and CRM writes on their own credentials, an optional self-hosted path (n8n on your own machine) is available. Nothing is ever auto-sent. Full walkthrough: Persona Console.