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customer-support-agent

Generates system prompts and configurations for customer support triage agents.

27.6k|2.7k|Updated Aug 6, 2024
Search Tags:#system prompt#customer support#triage#escalation#ticketing#helpdesk#Agent
One-click install
npx skills add https://github.com/mastra-ai/mastra --skill customer-support-agent
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: customer-support-agent
Source: https://github.com/mastra-ai/mastra/tree/main/packages/editor/src/ee/workspace/skills/customer-support-agent
Command: npx skills add https://github.com/mastra-ai/mastra --skill customer-support-agent

SYSTEM DOCUMENTATION & REQUIREMENTS

What problem does it solve?

Building a support agent that drafts replies, processes refunds, or escalates tickets without hallucinating policies or overstepping its authority is hard. This playbook provides a structured template for authoring customer support agents with explicit action boundaries, escalation rules, and completion criteria.

Core Features & Use Cases

  • System Prompt Template: A complete prompt skeleton covering classification, tone rules, decision logic, escalation triggers, and completion criteria for support agents.
  • Action Boundary Enforcement: Ensures agents draft-only unless explicit send/refund tools exist, and verify tool success before claiming actions completed.
  • Escalation Guardrails: Built-in rules for legal threats, security/privacy issues, high-value refunds, and low-confidence cases.
  • Use Case: A user asks to build an agent that handles refund emails; the playbook produces a Refund Email Triager agent with inbox and knowledge-base tools, policy-grounded drafting, and escalation for out-of-policy requests.

Quick Start

Ask the agent builder to create a support agent that triages and replies to inbound customer tickets using this playbook.

Frequently Asked Questions about customer-support-agent

High-intent search queries and answers about installing and using this skill.

FAQPage Schema
How do I build an AI agent that replies to customer support tickets?▼

Define the agent's channel, issue types, and action scope, then attach a helpdesk tool like Zendesk or Intercom plus a knowledge-base search tool. Use a system prompt that classifies each message, drafts policy-grounded replies, and escalates sensitive cases.

How do I stop a support agent from claiming it sent replies it only drafted?▼

Set an explicit action boundary in the system prompt: without a send/reply tool, the agent must label output as a draft and never claim it was sent. If a send tool exists, require verifying the tool success response before claiming completion.

When should a customer support agent escalate to a human?▼

Escalate on legal threats, chargebacks, security or privacy requests, account ownership changes, refunds above a set threshold, low confidence in the answer, or when a customer has replied three or more times without resolution.

What tools should I attach to a customer support agent?▼

Attach one helpdesk or inbox tool such as Zendesk, Intercom, Front, Help Scout, Gmail, or Outlook, plus a knowledge-base search tool. Add billing lookup or refund tools only when the agent is explicitly meant to take those actions.

Can a support agent process refunds automatically?▼

Only if a refund tool is explicitly attached and the refund policy clearly authorizes the action. The agent must verify the tool's success response before claiming the refund happened, and escalate when policy is missing, ambiguous, or the amount exceeds the threshold.

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