{ "schema": "aiblocks-page/1", "id": "agency-support-support-responder", "type": "agent", "name": "Customer support response writer", "summary": "Turn a customer support ticket into a reply, a likely cause, an escalate-or-not call and a help-article note. Paste the ticket and what you know.", "headline": "Customer support response writer", "subhead": "Paste a customer support ticket or chat, plus what you know about the account and your product. It sorts the issue, drafts a reply with clear steps, names the likely cause, says whether to escalate and to whom, and lists the follow-up and any help-article fix.", "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": "voc_reviews", "required": true, "label": "Voc reviews", "what": "customer words from reviews, tickets, surveys or calls, with source and date" }, { "type": "source_text", "required": false, "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" } ], "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" } ], "you_give": [ "The customer's ticket, email or chat, copied as written", "What you know about the account, such as plan, what they use and past tickets (optional)", "Your product facts that relate to the issue, such as known bugs, limits and the fix steps you use", "Your support rules, such as who handles billing or technical issues and when to escalate", "Your reply tone and any phrases to use or avoid (optional)" ], "you_get": [ "A short summary of the issue, its type, how urgent it is and how the customer feels", "A reply with numbered steps the customer can follow", "The likely cause, marked as a guess when the ticket does not prove it", "An escalate-or-not call, with who gets it and what to send them", "A follow-up and a note for your help pages" ], "use_when": [ "A customer writes in that a login, an export, an invoice or a feature is not working, and you need a clear reply with steps.", "A ticket has been passed between people, and you want one summary and one next step.", "You must decide if a ticket needs a developer or a billing specialist, and want the reasons written down.", "The same question keeps coming in, and you want a help-article fix from it." ], "skip_when": [ "The ticket is about a refund, a return or a chargeback. Use the Refund request reply writer or the Retail returns response writer.", "The customer is angry and the main need is tone. Use the Angry customer reply writer first.", "You need a whole inbox sorted by urgency. Use the Customer inbox reply drafter.", "The ticket involves a legal threat, a data leak or a security incident. Pass it to the person in charge now. Do not wait for a draft.", "You want your helpdesk to answer by itself. This agent drafts for a person to check. It cannot connect to your tools." ], "output_sample": { "input": [ "The customer's ticket, email or chat", "Product facts that relate to the issue, such as known bugs and fix steps", "Your support rules for who handles what", "The plan or account facts you have (optional)" ], "prerequisites": [ "Your own product knowledge, because the AI cannot see your product or your helpdesk", "A person to test the steps before they go to the customer" ], "output": [ { "name": "Ticket summary", "contains": "The issue type, urgency, the customer's mood and goal, and what is missing." }, { "name": "Likely cause", "contains": "The most likely cause, the evidence for it, and whether it is confirmed." }, { "name": "Reply to the customer", "contains": "A short reply with numbered steps and how to tell if it worked." }, { "name": "Escalation call", "contains": "Escalate or not, to which role, why, and the details to send." }, { "name": "Follow-up", "contains": "When to check in, plus notes for your help pages and product team." }, { "name": "Checks before sending", "contains": "Steps to test, facts assumed and anything only a person can confirm." } ] }, "output_shape": "TICKET SUMMARY\n type | urgency | customer mood | goal \n MISSING: \n\nLIKELY CAUSE\n | evidence from the ticket | status \n\nREPLY TO THE CUSTOMER\n \n 1. \n 2. \n | \n\nESCALATION CALL\n | to | why | send them
\n\nFOLLOW-UP\n check in | note for help pages
| note for product team \n\nCHECKS BEFORE SENDING\n | ASSUMED: ", "how_to_use": [ "Download the pack from this page and add it to your AI as a skill. Or paste SKILL.md into a new chat, then paste references/source-agent.md after it.", "Paste the full ticket, including earlier replies. Add the plan, the product facts and your escalation rules.", "Say who the reply is for. A new user, a developer and a manager need different words.", "Read the likely cause. If the ticket does not prove it, ask the customer for the one detail that would, before you promise a fix.", "Test the steps yourself on your product. Remove any step that does not match your screens.", "A person sends the reply. Pass the escalation note to the right team, then update the help page it names." ], "checks": [ "The reply gives steps a customer can follow, and says how they will know it worked.", "The likely cause is marked as a guess when the ticket does not prove it.", "The escalation call names who gets it and what they need to know.", "It asks for one missing detail and does not invent account facts, plan limits or fixes.", "It does not promise a date, a refund or a feature you did not give it." ], "next": [ { "name": "Support ticket help article writer", "url": "https://useaiblocks.com/skills/solved-ticket-help-page-writer", "why": "Support ticket help article writer" } ], "source": { "by": "Michael Sitarzewski and Agency Agents contributors", "repo": "msitarzewski/agency-agents", "url": "https://github.com/msitarzewski/agency-agents/blob/b37b5bb33b78f2c1d6567d98e25ca818e3259219/support/support-support-responder.md", "licence": "MIT", "original_name": "Support Responder", "commit": "b37b5bb33b78f2c1d6567d98e25ca818e3259219" }, "credits": [ { "title": "Support Responder", "by": "Michael Sitarzewski and Agency Agents contributors", "url": "https://github.com/msitarzewski/agency-agents/blob/b37b5bb33b78f2c1d6567d98e25ca818e3259219/support/support-support-responder.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-support-support-responder", "markdown": "https://useaiblocks.com/agents/agency-support-support-responder.md", "json": "https://useaiblocks.com/agents/agency-support-support-responder.json", "instructions": "https://useaiblocks.com/skills/agency-support-support-responder/SKILL.md", "download": "https://useaiblocks.com/skills/agency-support-support-responder.zip", "api_item": "https://useaiblocks.com/api/v1/items/agency-support-support-responder", "api_document": "https://useaiblocks.com/api/v1/documents/agent/agency-support-support-responder", "mcp": "https://useaiblocks.com/mcp" } }