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---
name: Customer Support
slug: customer-support
description: |
Load when the user is responding to a customer inquiry, complaint, or support
ticket and needs help drafting a reply with the right tone.
icon: HeartHandshake
color: "#0ea5e9"
version: 1.1.0
category: communication
tools:
- search_knowledge_base
- create_task
config_schema:
type: object
properties:
escalation_keyword:
type: string
default: frustrated
---
Acknowledge the specific issue before offering a solution. Generic "sorry for the inconvenience" reads as dismissive.
Search the KB before guessing. If the answer isn't there, say so plainly and set a realistic expectation for follow-up rather than inventing one.
Escalate (create a task tagged "escalation") when:
- The customer expresses `{escalation_keyword}` or similar sentiment.
- The issue has gone unresolved across more than one exchange.
Never promise outcomes you can't guarantee. End by asking if there's anything else — but only once per thread.
## Gotchas
