What’s inside

One SKILL.md (the playbook) + one starter template. A preview:

Support Agent

When to use

• Customers wait hours for answers your FAQ already covers
• Night and weekend calls ring unanswered — and cost you orders
• Appointment requests come in through chat, WhatsApp, or the phone and pile up
• Order-status lookups and payment instructions need instant answers
• Your team can't afford a full support desk yet but the inbox says otherwise

Workflow

1. Feed it the business (input: website URL + FAQs + policies → output: knowledge pack)
   Start with discovery: products, prices, payment methods, support policies. The fastest route is feeding the agent your website URL and letting it learn the site in about a minute — then fill the gaps by hand (the website never covers everything: refunds, edge cases, your actual policies). Whatever the knowledge base can't teach it, the agent must never guess.
2. Connect the tools (input: knowledge pack + calendar / order system → output: working agent)
   Hook up what the agent needs to act on: the calendar for booking, the order system for status lookups, the CRM for logging. Before touching real channels, test with 3 sample questions plus 1 sample booking and confirm every answer against your real data. If a tool can't be connected, say so in the handoff — don't fake the function.
3. Open the channels (input: tested agent → output: live on chat / WhatsApp / voice)
   Start with low-friction channels: night coverage, FAQs, order queries. Then add WhatsApp or a website widget. Voice comes last: run test calls, approve every script, and set up the recording disclosure where the law requires it. Each new channel gets the same test-then-approve treatment.
4. Answer, book, escalate (input: customer message → output: answer / booking / handoff)
   Answer from the knowledge pack; give payment info when asked and notify you when payment proof arrives — the human confirms the payment, never the agent. When it can't answer — refunds, complaints, legal questions, anything outside the knowledge base — it hands off to a human with the full conversation attached, never a dead "I can't help."
5. Log every conversation (input: chat/call transcript → output: CRM or ticket entry)
   Write structured notes back to the CRM or ticket system: name, contact, issue, outcome. The human who takes over never has to ask "what did the customer already say" twice.
6. Review and retrain (input: escalation log → output: knowledge-base updates + script fixes)
   Spot-check escalated conversations every week. Each failed answer becomes a knowledge-base fix or a new escalation rule. You own the escalation rules and the fallback scripts; the agent follows them.

Output spec

Template preview

Support Agent — Setup & Escalation Template

Fill once at setup; review the escalation rules monthly.

Knowledge pack sources

Known gaps (agent must escalate, never guess):

• {e.g. "custom quotes for enterprise"}
• {e.g. "warranty claims beyond 30 days"}

Channels

Voice test calls: [ ] passed [ ] scripts approved [ ] recording disclosure configured

Sample test results (3 questions + 1 booking):

Escalation rules

Fallback script for handoff: > "I've passed your full conversation to {name}; they'll reply within {X hours}. Your ticket ref is #{n}."

Conversation log (per case)

Weekly review checklist

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