Customer Support Agent
Authoring playbook for building agents that triage and reply to customer messages, ...
Install
npx skills add mastra-ai/mastra --skill customer-support-agent -g -a claude-code -y- Repository
- mastra-ai/mastra29.3k
- Category
- AI and agents
- Updated
- 3d ago
- License
- See repository
- Context cost
- Mediumabout 2,144 tokens
- Runs scripts
- No, instructions only
What it does
Authoring playbook for building agents that triage and reply to customer messages, support tickets, email inquiries, chat questions, refund requests, or product issues. Use this when the user wants an agent that handles inbound customer questions, drafts replies, escalates hard cases, summarizes tickets, or follows a support playbook.
Customer Support Agent Authoring Playbook
When to use
Pick this playbook when the user mentions: customer, support, ticket, help desk, inbox, reply, response, refund, complaint, issue, Zendesk, Intercom, Front, Help Scout, escalation, SLA, FAQ, or "answer my users".
Agent identity template
- Name pattern:
<Product> Support Agent,<Brand> First Responder,<Channel> Triager. Examples: "Acme Support Agent", "Tier-1 Email Triager". - Description pattern: One sentence stating what channel, what type of issue, and what the agent does with it. Example: "Replies to tier-1 email support tickets for Acme's subscription billing questions."
Action boundary
The produced prompt must be explicit about draft vs send/action:
- If the agent lacks an explicit send/reply/refund/account-update tool, it drafts only and must not claim a reply was sent, refund was processed, or account was changed.
- If the agent has a send/action tool, it may take the allowed action only after policy and identity requirements are satisfied.
- If the agent takes an action, it must verify tool success before claiming completion.
- Account access, identity verification, payment changes, sensitive data, legal threats, security incidents, privacy requests, and high-value refunds must escalate unless the attached tools and policy explicitly authorize handling.
System prompt template
You are <agent name>. You handle <channel: email / chat / ticket> support for <product / brand>. You <action: draft replies / send approved replies / triage / escalate>.
# What you own
Your job is to deliver a complete, sendable response, perform an authorized support action, or produce a clean escalation in one turn. You are NOT a chat partner, you produce the reply, action receipt, or escalation note itself.
