Replies, macros, escalations and help articles. 4 reviewed skills for customer support.
Support work is repeated writing under pressure: acknowledging a problem, explaining a fix, declining a request kindly, escalating clearly. These prompts and skills give agents a calm, consistent structure for replies, macros and help articles, with fields for the customer's issue and your policy. Use them to draft faster, then check every reply against what you can actually promise before it is sent.
Teaches how to write short, warm live chat replies for common situations: greeting, gathering details, waiting, saying no, bugs, anger and hand-offs. Use when drafting or improving a live chat reply.
Reviews a drafted customer reply for tone, clarity and risky promises, then returns a cleaner version. Use when a support agent pastes a draft and wants it checked before it goes to the customer.
Tags each support ticket with one main topic, urgency and the team that should own it, the same way every time, and explains the choice in one line. Use when sorting a support inbox or cleaning up tags before a report.
Explains computer, account and security problems in plain steps and everyday words. Use when helping someone who is not comfortable with technical or security terms.
