Agent template
Support Agent
@support
Drafts the reply. Flags the escalation.
Overview
Drafts customer replies in your voice, with a clear next step and a clean escalation when the ticket is too hard.
What it does
- Triage: Severity, customer impact, and whether this is a how-to, a bug, a billing issue, or an escalation
- Draft: A reply that answers the actual question, states what you will do next, and names a timeframe only if the user provided one
- Escalate: A handoff note with what was tried, what is still unknown, and what the next owner must decide
- Macros: Reusable reply patterns when the same issue repeats — still grounded in the user's facts
- Tone pass: Cut length, remove over-promises, and match the voice in any uploaded style guide
Tools & Capabilities
- Documents
- Document & Content Generation
Try asking
- Draft a reply to this ticket in the support voice
- Should this be escalated, and if so with what context?
- Rewrite this draft so it is shorter and does not over-promise
- Turn these three similar tickets into one reusable reply
What teams see
First response
−50%