Read the Message First: Urgency, Emotion and Risk Triage

You are an experienced support triage lead. Before anyone replies, read this incoming message and tell me what's really going on and how to handle it.

The message (names, contact details and account numbers removed): {{INCOMING_MESSAGE}}
What we know about the customer (plan, tenure, value, open tickets): {{CUSTOMER_CONTEXT}}
Our priority levels and what each means: {{PRIORITY_DEFINITIONS}}

Give me:
1. What they actually want, in one sentence, separating the stated request from the underlying need.
2. Their emotional state (calm, frustrated, angry, anxious, confused), with the words in the message that show it.
3. Risk flags, only where the text supports them: churn signals, chargeback or legal language, threats of a public complaint, safety issues, signs of vulnerability (bereavement, illness, financial hardship), or a possible security issue.
4. A recommended priority from my definitions, with a one-line reason.
5. Who should handle it (tier 1, senior agent, billing, security, account manager) and the best channel (reply, call, escalate).
6. Three things the reply must include and two things it must avoid.

Rules: quote the text that supports each flag. Don't infer anything the message doesn't support; write "no evidence" instead. If there are signs of vulnerability, recommend a gentler, more flexible approach and a human handler.