{
 "schema": "aiblocks-page/1",
 "id": "agency-customer-service",
 "type": "agent",
 "name": "Customer service writer",
 "summary": "Get a customer service reply draft, the steps to fix the issue and a clear call on when to escalate. Paste the message and your policy.",
 "headline": "Customer service writer",
 "subhead": "Paste a customer's message and the policy that applies. It sorts the issue, drafts a warm reply for your channel and lists the steps your team must take. It also says if the case should go to someone senior, and gives you a short note for your records.",
 "job": {
  "id": "help-customers",
  "name": "Help your customers"
 },
 "level": "intermediate",
 "thinking": "high",
 "tested": true,
 "updated": "2026-11-03",
 "first_published": "2026-10-26",
 "inputs": [
  {
   "type": "source_text",
   "required": true,
   "label": "Source text",
   "what": "a long source in full: an article, a video or talk transcript, or notes from a book, with its title, author and link"
  },
  {
   "type": "business_profile",
   "required": false,
   "label": "Business profile",
   "what": "a sourced business profile with buyer, offer, activation, growth goal, stage and limits; missing private metrics remain unknown"
  },
  {
   "type": "policy",
   "required": false,
   "label": "Policy",
   "what": "a written policy or set of rules, such as a returns policy, a privacy policy or a staff handbook section, with the date it starts"
  }
 ],
 "outputs": [
  {
   "type": "copy_draft",
   "required": true,
   "label": "Copy draft",
   "what": "a draft of any copy (ad, page, email or script) that a check or edit pass works on"
  },
  {
   "type": "document",
   "required": true,
   "label": "Document",
   "what": "a finished document, such as a Word file, a PDF or a page of notes"
  }
 ],
 "you_give": [
  "The customer's message, copied as written",
  "Where it came in, such as email, chat, text message, social post or phone",
  "What you sell, and the tone you use",
  "The policy that applies, such as the returns window, refund rules or cancellation terms",
  "What you may offer, and the limit you cannot pass",
  "Order or account facts you looked up, such as status and dates (optional)"
 ],
 "you_get": [
  "A read of the message with its type, mood and urgency",
  "A reply draft fitted to your channel",
  "The steps your team must take, in order",
  "A clear call on whether to escalate, to whom and why",
  "A short record note with what was promised and when to follow up",
  "A list of facts still missing"
 ],
 "use_when": [
  "A customer writes in angry and you need a calm reply that does not promise too much.",
  "A customer asks about an order, a return or a refund and you want a clear, kind answer.",
  "A customer wants to cancel and you want to offer one real alternative, then respect their choice.",
  "You are not sure whether to answer a message yourself or pass it to someone senior."
 ],
 "skip_when": [
  "You have a pile of new emails to sort and answer. Use the Customer inbox reply drafter.",
  "You only want one calming reply for an angry customer. Use the Angry customer reply writer.",
  "The message is about a return or refund at a shop. Use the Retail returns response writer or the Refund request reply writer.",
  "The customer is a hotel or restaurant guest, or a patient. Use the Guest service response writer or the Patient service reply writer.",
  "The message names a safety risk or a lawyer. Pass it to a person at once. The agent flags it, but a person decides."
 ],
 "output_sample": {
  "input": [
   "The customer's message, as written",
   "Where it came in and the tone you use",
   "The policy that applies and what you may offer",
   "Order or account facts you looked up (optional)"
  ],
  "prerequisites": [
   "An AI that reads pasted text, such as Claude, ChatGPT or Gemini",
   "Your own system to look up orders and accounts, since the AI cannot"
  ],
  "output": [
   {
    "name": "Read of the message",
    "contains": "The type of issue, the customer's mood and how urgent it is."
   },
   {
    "name": "Escalation",
    "contains": "Whether to pass it up, the trigger, who takes it and a handover note."
   },
   {
    "name": "Reply draft",
    "contains": "A reply in your channel and tone, with MISSING where a fact is needed."
   },
   {
    "name": "Steps for your team",
    "contains": "The actions to take next, each with an owner and a time."
   },
   {
    "name": "Record note",
    "contains": "The customer, the issue, what was promised and the follow-up date."
   },
   {
    "name": "Missing and checks",
    "contains": "Facts to fill in and promises to confirm before you send."
   }
  ]
 },
 "output_shape": "READ OF THE MESSAGE\n  Type <question, account, order, complaint, cancellation> | Mood <calm, frustrated, urgent, distressed> | Urgency <now, today, can wait>\n\nESCALATION\n  <escalate now, escalate today, no> | trigger <what> | to <role> | handover note <what to tell them>\n\nREPLY DRAFT\n  <channel> | <reply text, with MISSING where a fact is needed>\n\nSTEPS FOR YOUR TEAM\n  <number> | <action> | <owner> | <by when>\n\nRECORD NOTE\n  Customer <name> | Issue <one line> | What we promised <list> | Follow-up <date or MISSING> | Risk of leaving <yes or no>\n\nMISSING AND CHECKS\n  <facts to fill in> | <promises to confirm before you send>",
 "how_to_use": [
  "Download the pack from this page and add it to your AI as a skill. If you cannot, open a new chat and paste SKILL.md, then references/source-agent.md. Claude, ChatGPT and Gemini all work.",
  "Paste the customer's message. Remove card numbers, passwords and anything private you do not need.",
  "Add the policy that applies, what you may offer and your limit. Add order facts you looked up in your own system.",
  "Say: \"Draft my reply. Use only the facts I gave. Put MISSING where a fact is needed.\"",
  "Replace each MISSING with the real fact. Check that every date, amount and promise is one you can keep.",
  "Send the reply yourself. Then file the record note and set the follow-up it names."
 ],
 "checks": [
  "The result addresses your actual task and cites the evidence used.",
  "Examples, role-play experience and targets are kept separate from verified results.",
  "Claims of tests, memory, tool access or completed actions match what actually happened."
 ],
 "next": [
  {
   "name": "Customer inbox reply drafter",
   "url": "https://useaiblocks.com/skills/customer-inbox-triage-and-reply-drafter",
   "why": "Customer inbox reply drafter"
  }
 ],
 "source": {
  "by": "Michael Sitarzewski and Agency Agents contributors",
  "repo": "msitarzewski/agency-agents",
  "url": "https://github.com/msitarzewski/agency-agents/blob/b37b5bb33b78f2c1d6567d98e25ca818e3259219/specialized/customer-service.md",
  "licence": "MIT",
  "original_name": "Customer Service",
  "commit": "b37b5bb33b78f2c1d6567d98e25ca818e3259219"
 },
 "credits": [
  {
   "title": "Customer Service",
   "by": "Michael Sitarzewski and Agency Agents contributors",
   "url": "https://github.com/msitarzewski/agency-agents/blob/b37b5bb33b78f2c1d6567d98e25ca818e3259219/specialized/customer-service.md",
   "used": "Original agent profile, preserved in references/source-agent.md; AI Blocks adds setup and review instructions."
  }
 ],
 "files": [
  "LICENSE",
  "references/source-agent.md",
  "SETUP.md",
  "source.json"
 ],
 "links": {
  "page": "https://useaiblocks.com/agents/agency-customer-service",
  "markdown": "https://useaiblocks.com/agents/agency-customer-service.md",
  "json": "https://useaiblocks.com/agents/agency-customer-service.json",
  "instructions": "https://useaiblocks.com/skills/agency-customer-service/SKILL.md",
  "download": "https://useaiblocks.com/skills/agency-customer-service.zip",
  "api_item": "https://useaiblocks.com/api/v1/items/agency-customer-service",
  "api_document": "https://useaiblocks.com/api/v1/documents/agent/agency-customer-service",
  "mcp": "https://useaiblocks.com/mcp"
 }
}