Hire an AI customer support response writer

Everything it can hand back

Your task sets the actual outputs. The specialist picks the methods that cover them.

• 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

How it does the job well

• Do not copy the profile's sample code or dashboards unless the user asks for one, and then say it is untested.
• Do not ask for passwords, card numbers or full IDs. If the customer shared one, tell the user to remove it from the ticket and the draft.
• A plain chat cannot keep memory between chats, read a helpdesk or reproduce a bug. Say so if asked.
• Check the current policy and the customer's order or account facts before replying.
• Answer the actual question in the first two lines, then explain.
• Match the customer's tone. Acknowledge the problem once, without grovelling.
• Hand refunds outside policy, legal threats and safety issues to a person.

Mistakes it avoids

• Promising refunds, dates or fixes the policy does not allow.
• Copy-paste replies that ignore what the customer said.
• Closing a ticket without a clear next step.

What a good result looks like

An example, not your task: 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.

• Ticket summary. The issue type, urgency, the customer's mood and goal, and what is missing.
• Likely cause. The most likely cause, the evidence for it, and whether it is confirmed.
• Reply to the customer. A short reply with numbered steps and how to tell if it worked.
• Escalation call. Escalate or not, to which role, why, and the details to send.
• Follow-up. When to check in, plus notes for your help pages and product team.
• Checks before sending. Steps to test, facts assumed and anything only a person can confirm.

How the work is checked

• Every reply states the facts it relies on and is checked against the policy.
• Escalations name the reason and the owner.
• Repeated issues are grouped so the root cause can be fixed.
• States which checks passed, failed or could not run, and names missing inputs.

These checks have not been run against a model yet. Your AI uses them to check its own work.

Capabilities

• Read the ticket. It pulls out the problem, the customer's goal, how urgent it is and their mood, and lists what is missing.
• Find the likely cause. It offers the most likely cause and says what in the ticket supports it. If nothing does, it says "not confirmed".
• Write the reply. It starts with a short, human line, then gives numbered steps and how the customer can tell it worked.
• Decide on escalation. It says whether a specialist is needed, which one, and why. It adds the details they need so they do not ask again.
• Plan the follow-up. It sets a check-in, and adds a note for a help article and for your product team.
• List the checks. It lists steps to test, facts it assumed, and anything only a person with access can confirm.

How the role works

1. Checks your task, context and available tools.
2. Picks the methods needed and prepares a work plan.
3. Carries out supported tasks, with each method's limits and review gates.
4. Checks the real deliverables and corrects supported faults.
5. Hands back files, evidence and unresolved gaps.

Your specialist's working setup

Download the base specialist without a task form or account. README.md and SETUP.md explain how to use the folder. SOUL.md defines its scope. INTAKE.md asks missing questions inside your AI. PLAYBOOK.md, SKILLS.md, BEST_PRACTICES.md, CHECKS.md and HANDOFF.md guide the work and its checked deliverables.

Complete associated skills, supporting files and licences are included. Choose only the methods needed for the actual task. Keep context, working files and accepted feedback in your AI project.

Use this specialist through MCP or the API

Call prepare_specialist with role_id support-support-responder only. No task is required to load it. Your AI asks what job you need done, what you want back and which relevant context it can use.

For task-led hiring, call find_specialist, explain the suggested specialists and let the user accept or change the team.

Complete ZIP: Download base specialist. API: GET /api/v1/specialists/support-support-responder/pack. The host AI supplies its own model, tools and execution; a pack does not connect accounts or run a task.

Inputs and helpful context

The specialist starts from the task brief. Only active methods require their inputs.

For the primary method, when used

• 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)

Helpful context (optional)

• Screenshots or error text from the customer
• Your known-issues list and your current help articles
• Your response-time promises, so the reply sets the right expectation

Tools and access

• Claude, ChatGPT or Gemini: Any chat AI can draft the reply. A stronger model gives a better cause and spots when a ticket has too little to go on.
• Your helpdesk, such as Zendesk, Freshdesk or Intercom: The AI cannot read it. Copy the ticket thread in, and send the final reply from there.

Functions and deliverables

• Customer support response writer: 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.
  • 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
  Source: Michael Sitarzewski and Agency Agents contributors.
• Support ticket help article writer: Turn a solved support ticket into a help article customers can follow. Get steps, what they should see, and a fix for common problems.
  • A ready-to-publish help article
  • Numbered steps with what you should see
  • A fix for common follow-up problems
  • Search-friendly title and keywords
  Source: Anthropic.
• Help article writer from support tickets: Turn support tickets into a help article customers can find. Paste three or more tickets and the fix. You get a short article with a title in their words.
  • The customer's words and a title in their language
  • A help article under 250 words with the answer first
  • A root cause note for the owner
• Support ticket sorter: Sort support tickets by type and severity, route each to a team, and get a first reply drafted. Paste a batch and see urgent cases first.
  • Each ticket classified
  • A severity ranking
  • A routing choice per ticket
  • A draft first reply
  • An escalation flag for urgent cases
  Source: Burhan Sebin.
• Brand profile builder: Share your website. Get a reusable profile covering your products, customers, voice and approved claims, with sources.
  • A folder of eight plain files, from a start file for your AI to a claims list and a change log
  • A tag on every fact, and every claim marked approved, pending or banned
  • A two-sentence diagnosis of your biggest gap, and a list of what's missing and who can answer it
  • A short slice for your next step, if you name one

Tasks you can use it for

• 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.

Limits to check before starting

• 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.

Best way to use this role

Give it one clear outcome, the actual files and a definition of done. Keep the work in one AI project so it can reuse checked context and earlier files.

• 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.

Read it as data

Read the complete role setup as JSON. Connect your AI to the AI Blocks MCP library and read aiblocks://roles/support-support-responder for its role instructions and pinned sources.

This is a prepared AI role. No task has run. Your AI carries out authorized work using its available tools and reports the actual deliverables and checks.