Triage requests changedclaude-tag/users/use-cases/triage-requests
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1414
1515## Check the channel's connections
1616
17Check that the channel has the connections below. Ask `@Claude what can you access from this channel?` to check; an admin can [add a connection](/docs/claude-tag/admins/add-connections) the channel is missing.
17Check that the channel has the connections below. Ask `@Claude what can you access from this channel?` to check; an admin can [add a connection](/docs/claude-tag/admins/add-connections.md) the channel is missing.
1818
1919| Connection | Examples | Why it matters here |
2020| :- | :- | :- |
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3232@Claude remember for this channel: when someone tags you on a request, check whether it duplicates something already reported, answer it directly if the answer exists, and otherwise route it to the right owner with a one-line summary. Track recurring themes.
3333```
3434
35"Remember for this channel" saves the role to [channel memory](/docs/claude-tag/users/memory), so it applies to everyone's threads, not just yours. Tell requesters to include `@Claude` when they post; pin the convention or add it to the channel topic.
35"Remember for this channel" saves the role to [channel memory](/docs/claude-tag/users/memory.md), so it applies to everyone's threads, not just yours. Tell requesters to include `@Claude` when they post; pin the convention or add it to the channel topic.
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3737**2. Add a weekly rollup so nothing is missed**
3838
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4040@Claude every Friday at 3pm, post a summary of this week's requests: how many, top themes, and anything still unrouted, including posts that didn't tag you.
4141```
4242
43"Including posts that didn't tag you" turns the recap into a sweep, so requests that arrived without a mention are still caught. To list or cancel scheduled work later, see [Manage standing work](/docs/claude-tag/users/proactivity#manage-standing-work).
43"Including posts that didn't tag you" turns the recap into a sweep, so requests that arrived without a mention are still caught. To list or cancel scheduled work later, see [Manage standing work](/docs/claude-tag/users/proactivity.md#manage-standing-work).
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45Answers draw on what the channel has already settled, meaning its [memory](/docs/claude-tag/users/memory) and its own past threads, and routing gets more accurate as corrections land in channel memory.
45Answers draw on what the channel has already settled, meaning its [memory](/docs/claude-tag/users/memory.md) and its own past threads, and routing gets more accurate as corrections land in channel memory.
4646
4747## Hand a request to the team that owns it
4848
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5252@Claude !fork #payments-eng take this request: the reporter needs refunds on partial orders, and their screenshots and the duplicate check are in the linked thread.
5353```
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55The channel you name must be public, with both you and Claude in it. See [Fork a thread](/docs/claude-tag/users/commands#fork-a-thread) for the other rules.
55The channel you name must be public, with both you and Claude in it. See [Fork a thread](/docs/claude-tag/users/commands.md#fork-a-thread) for the other rules.
5656
5757## Give Claude a runbook of standing answers
5858
5959When people keep posting the same questions in a channel, give Claude the team's settled answers instead of leaving it to derive an answer from the channel's history each time. A runbook is the team's own document of those answers, kept in whatever form the team already uses, such as a Google Doc. It can say which requests have a standard answer, which route to an owner, and which the team answers itself.
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61To have Claude answer from the runbook, put the standing guidance in the **Channel instructions** field on the channel's [Configure page](/docs/claude-tag/users/good-habits#configure-claude-for-a-channel). The field needs no connection, and a short runbook can go in it whole. Claude [reads a channel's untagged messages and replies to some of them on its own](/docs/claude-tag/users/when-claude-responds), so name the cases to leave alone as explicitly as the answers.
61To have Claude answer from the runbook, put the standing guidance in the **Channel instructions** field on the channel's [Configure page](/docs/claude-tag/users/good-habits.md#configure-claude-for-a-channel). The field needs no connection, and a short runbook can go in it whole. Claude [reads a channel's untagged messages and replies to some of them on its own](/docs/claude-tag/users/when-claude-responds.md), so name the cases to leave alone as explicitly as the answers.
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63For a runbook kept as a document, Claude can read it when an admin has [connected the app that holds it](/docs/claude-tag/admins/add-connections) and the connection's account can see the document. The instruction then points at the document:
63For a runbook kept as a document, Claude can read it when an admin has [connected the app that holds it](/docs/claude-tag/admins/add-connections.md) and the connection's account can see the document. The instruction then points at the document:
6464
6565```text wrap theme={null}
6666Answer requests in this channel from the team's triage runbook: <link to the runbook doc>. Read it before answering. If a request isn't covered there, mention <your on-call person's handle> so they can pick it up.
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6969The team keeps editing the document where it already lives, and the instruction reaches every new session in the channel.
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71A team that wants each change reviewed as a pull request can keep its runbook as a skill in a [skills repository](/docs/claude-tag/admins/skills-repo), a git repository an Owner registers and attaches to the channel; a merged pull request syncs the update to your organization automatically, and anyone in the channel can ask Claude to draft that pull request.
71A team that wants each change reviewed as a pull request can keep its runbook as a skill in a [skills repository](/docs/claude-tag/admins/skills-repo.md), a git repository an Owner registers and attaches to the channel; a merged pull request syncs the update to your organization automatically, and anyone in the channel can ask Claude to draft that pull request.
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7373When an answer changes, update the runbook where it lives. Edit the document, edit and save the **Channel instructions** field, or merge a pull request in the repository. However you ship the update, check the changed answer in a fresh thread. A thread already underway keeps the instructions and skills it started with.
7474
7575## Related resources
7676
77> **[Set up routines](/docs/claude-tag/users/proactivity)**
77> **[Set up routines](/docs/claude-tag/users/proactivity.md)**
7878>
7979> How the weekly rollup runs on a schedule
8080
81> **[What Claude Tag remembers](/docs/claude-tag/users/memory)**
81> **[What Claude Tag remembers](/docs/claude-tag/users/memory.md)**
8282>
8383> How the standing role persists and improves
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