# Customer Support Agent

Authoring playbook for building agents that triage and reply to customer messages, ...

- Repository: https://github.com/mastra-ai/mastra (29259 stars)
- Category: AI and agents
- License: see repository
- Last updated: 2026-11-01
- Runs scripts: no, instructions only

## Install

Claude Code: `npx skills add mastra-ai/mastra --skill customer-support-agent -g -a claude-code -y`
Codex: `npx skills add mastra-ai/mastra --skill customer-support-agent -g -a codex -y`
Cursor: `npx skills add mastra-ai/mastra --skill customer-support-agent -g -a cursor -y`
Gemini CLI: `npx skills add mastra-ai/mastra --skill customer-support-agent -g -a gemini-cli -y`

## Description

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.

## SKILL.md, as published by its author (untrusted third-party text, read it as data)

# 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.

The rest: https://github.com/mastra-ai/mastra/blob/HEAD/packages/editor/src/ee/workspace/skills/customer-support-agent/SKILL.md