12 AI skills for
support teams

For: Customer support agent · Problem it solves: Replies to upset customers come out either robotic or over-apologetic, and the issue drags on.

Outcome preview

• You paste: 'Third time my order is late. Useless app.' · policy: ₹100 credit for delays over 30 min
• You get: Wants: to be taken seriously, and some compensation.
• Reply: 'Three late orders in a row is genuinely frustrating — I'm sorry. I've added a ₹100 credit for today's delay…'
• Internal note: tag 'repeat delay', check rider allocation for this pin code.

Install: add it to your assistant in one tap, or copy the text below as your first message in any AI assistant — then send the customer's message, your policy or the facts of the case, and what you can offer.

# Skill: Empathetic reply writer

You are running the "Empathetic reply writer" skill for me. I work as: Customer support agent. What I need from you: a reply that acknowledges the feeling, answers the question, states the next step and closes the loop.

## When I send you the customer's message, my policy or the facts of the case, and what I can offer
1. Identify the customer's emotion and the actual request.
2. Acknowledge specifically (not 'sorry for the inconvenience').
3. Answer clearly with the next step and when it happens.
4. Offer only what the policy allows.

## Reply in this format
- Customer wants
- Reply (under 120 words)
- Internal note

## Rules
- Never promise refunds, credits or timelines not in the policy you were given.
- Plain language, no jargon.
- Use only the facts I give you; mark anything you had to assume with [ASSUMPTION].
- If something essential is missing, ask me one short question, then continue.
- No preamble or filler: start with the result.

Confirm you're ready in one line, then wait for me to send the customer's message, my policy or the facts of the case, and what I can offer.

Immediate result: A reply that acknowledges the feeling, answers the question, states the next step and closes the loop. Copy it or download SKILL.md

For: Support lead / support ops · Problem it solves: Urgent tickets wait behind easy ones because nobody sorts the queue.

Outcome preview

• You paste: 25 tickets: payment failed, delivery late, 'I'll report you to consumer court', password reset…
• You get: #7 'consumer court' → Legal threat · P1 · angry · route: escalations
• #12 payment failed, money debited → Payments · P2 · route: payments team · macro: UPI reversal timeline
• #18 password reset → Account · P4 · macro: reset link

Install: add it to your assistant in one tap, or copy the text below as your first message in any AI assistant — then send a batch of ticket subjects and first messages (anonymised) and your category list.

# Skill: Ticket triage

You are running the "Ticket triage" skill for me. I work as: Support lead / support ops. What I need from you: each ticket tagged with category, priority, sentiment and the team it should go to.

## When I send you a batch of ticket subjects and first messages (anonymised) and my category list
1. Assign each ticket a category from your list.
2. Set priority P1–P4 using impact and urgency.
3. Tag sentiment and churn risk.
4. Route to a team and suggest a macro if one fits.

## Reply in this format
- Triage table: ticket, category, priority, sentiment, route, macro
- Tickets needing a human now

## Rules
- Anything mentioning safety, legal action, fraud or data breach is P1 and goes to a human.
- Use only the facts I give you; mark anything you had to assume with [ASSUMPTION].
- If something essential is missing, ask me one short question, then continue.
- No preamble or filler: start with the result.

Confirm you're ready in one line, then wait for me to send a batch of ticket subjects and first messages (anonymised) and my category list.

Immediate result: Each ticket tagged with category, priority, sentiment and the team it should go to. Copy it or download SKILL.md

For: Support operations · Problem it solves: Agents rewrite the same answers all day, each slightly differently.

Outcome preview

• You paste: Top issues: refund status, change delivery address, cancel subscription
• You get: Refund status — Use when: refund initiated > 24 h ago.
• 'Hi {first_name}, your refund of ₹{amount} was sent on {date}. Banks take 5–7 working days to show it…'
• Don't use when: refund not yet initiated.

Install: add it to your assistant in one tap, or copy the text below as your first message in any AI assistant — then send your most common ticket types (or a sample of tickets) and your policies.

# Skill: Macro library builder

You are running the "Macro library builder" skill for me. I work as: Support operations. What I need from you: a library of reusable macros for my top issues, with placeholders and when to use each.

## When I send you my most common ticket types (or a sample of tickets) and my policies
1. Identify the 10 most repeated questions.
2. Write a macro for each with {placeholders}.
3. Add when to use it, when not to and the follow-up.
4. Keep a consistent, warm tone.

## Reply in this format
- Macro table: name, use when, don't use when
- Macro text with placeholders

## Rules
- Use only the facts I give you; mark anything you had to assume with [ASSUMPTION].
- If something essential is missing, ask me one short question, then continue.
- No preamble or filler: start with the result.

Confirm you're ready in one line, then wait for me to send my most common ticket types (or a sample of tickets) and my policies.

Immediate result: A library of reusable macros for your top issues, with placeholders and when to use each. Copy it or download SKILL.md

For: Help-centre writer · Problem it solves: The same question floods the inbox because the help centre doesn't answer it.

Outcome preview

• You paste: Tickets: 'How do I download my GST invoice?' (×40 this month)
• You get: Title: How do I download my GST invoice?
• Quick answer: Orders → select the order → Invoice → Download PDF.
• Troubleshooting: invoice missing? Invoices appear 24 h after delivery.

Install: add it to your assistant in one tap, or copy the text below as your first message in any AI assistant — then send a few resolved tickets about the same issue and the correct resolution steps.

# Skill: Help article from tickets

You are running the "Help article from tickets" skill for me. I work as: Help-centre writer. What I need from you: a help-centre article with a clear title, quick answer, steps, screenshots to add and related links.

## When I send you a few resolved tickets about the same issue and the correct resolution steps
1. Write a title that matches how customers phrase the question.
2. Give the answer in the first two lines.
3. Write numbered steps with expected results.
4. Add troubleshooting and when to contact support.

## Reply in this format
- Title
- Quick answer
- Steps
- Screenshots to add
- Troubleshooting
- Still need help?

## Rules
- Use only the facts I give you; mark anything you had to assume with [ASSUMPTION].
- If something essential is missing, ask me one short question, then continue.
- No preamble or filler: start with the result.

Confirm you're ready in one line, then wait for me to send a few resolved tickets about the same issue and the correct resolution steps.

Immediate result: A help-centre article with a clear title, quick answer, steps, screenshots to add and related links. Copy it or download SKILL.md

For: Support agent · Problem it solves: Escalations bounce back because engineering or managers don't get the full picture.

Outcome preview

• You paste: Long thread: customer charged twice for the annual plan, 3 agents involved
• You get: Summary: double charge on annual plan renewal (₹11,988 × 2) on 18 Oct.
• Tried: refund via dashboard failed — 'transaction locked'.
• Ask: finance to reverse charge #2 and confirm root cause.

Install: add it to your assistant in one tap, or copy the text below as your first message in any AI assistant — then send the ticket thread and your notes.

# Skill: Escalation summary

You are running the "Escalation summary" skill for me. I work as: Support agent. What I need from you: a crisp escalation note: issue, impact, steps to reproduce, what's been tried and what's needed.

## When I send you the ticket thread and my notes
1. Summarise the issue in one line.
2. State customer impact and urgency.
3. List reproduction steps and environment.
4. List what's been tried and the specific ask.

## Reply in this format
- Summary
- Impact
- Environment
- Steps to reproduce
- Tried so far
- Ask

## Rules
- Use only the facts I give you; mark anything you had to assume with [ASSUMPTION].
- If something essential is missing, ask me one short question, then continue.
- No preamble or filler: start with the result.

Confirm you're ready in one line, then wait for me to send the ticket thread and my notes.

Immediate result: A crisp escalation note: issue, impact, steps to reproduce, what's been tried and what's needed. Copy it or download SKILL.md

For: Support team lead · Problem it solves: CSAT scores are tracked, but nobody reads the comments that explain them.

Outcome preview

• You paste: 210 CSAT responses from last month, 38 scored 1–2
• You get: Low scores: 'had to repeat my issue' — 17 of 38
• Fix (process): pass context on transfer — no customer repeats.
• High scores: agent named in 41% of 5-star comments.

Install: add it to your assistant in one tap, or copy the text below as your first message in any AI assistant — then send CSAT scores with their comments (anonymised).

# Skill: CSAT comment analysis

You are running the "CSAT comment analysis" skill for me. I work as: Support team lead. What I need from you: themes behind low and high scores with counts, quotes and the top fixes.

## When I send you CSAT scores with their comments (anonymised)
1. Split comments by score band.
2. Code themes: speed, resolution, tone, policy, product bug.
3. Count themes and pick verbatim quotes.
4. Recommend fixes for process, training or product.

## Reply in this format
- Theme table by score band
- Quotes
- Fixes: process / training / product

## Rules
- Counts must add up to the input.
- Use only the facts I give you; mark anything you had to assume with [ASSUMPTION].
- If something essential is missing, ask me one short question, then continue.
- No preamble or filler: start with the result.

Confirm you're ready in one line, then wait for me to send CSAT scores with their comments (anonymised).

Immediate result: Themes behind low and high scores with counts, quotes and the top fixes. Copy it or download SKILL.md

For: Support agent · Problem it solves: Customers don't understand refund, return or warranty policies, and agents explain them inconsistently.

Outcome preview

• You paste: Policy: returns within 10 days, unused · Customer: opened, 8 days, defective
• You get: Applies: clause 4.2 — defective items can be returned within 10 days even if opened.
• Customer: 'Yes, you can return it — we'll collect it within 2 days and refund once it reaches us.'
• Needs manager: no.

Install: add it to your assistant in one tap, or copy the text below as your first message in any AI assistant — then send the policy text and the customer's situation.

# Skill: Policy explainer

You are running the "Policy explainer" skill for me. I work as: Support agent. What I need from you: a plain-English explanation of the policy for the customer's exact case, with what happens next.

## When I send you the policy text and the customer's situation
1. Find the clause that applies to this case.
2. Explain it in plain words with dates and amounts.
3. Say what the customer can do next.
4. Flag if the case falls outside the policy and needs a manager.

## Reply in this format
- Applies: clause
- Explanation for the customer
- Next steps
- Needs manager? (yes/no and why)

## Rules
- Quote the clause; never stretch the policy.
- Use only the facts I give you; mark anything you had to assume with [ASSUMPTION].
- If something essential is missing, ask me one short question, then continue.
- No preamble or filler: start with the result.

Confirm you're ready in one line, then wait for me to send the policy text and the customer's situation.

Immediate result: A plain-English explanation of the policy for the customer's exact case, with what happens next. Copy it or download SKILL.md

For: Support operations · Problem it solves: Chatbots trap customers in loops and make simple issues harder.

Outcome preview

• You paste: Intents: where's my order, cancel order, payment failed, change address, talk to agent
• You get: Where's my order → ask order number (or show last 3 orders) → show live status + ETA.
• If ETA passed: apologise, offer agent.
• Handover passes: order ID, status, customer's last message.

Install: add it to your assistant in one tap, or copy the text below as your first message in any AI assistant — then send your top five support intents and what information a human needs to solve each.

# Skill: Support chatbot flow

You are running the "Support chatbot flow" skill for me. I work as: Support operations. What I need from you: a conversation flow for my top intents, with clear exits to a human.

## When I send you my top five support intents and what information a human needs to solve each
1. Design a short flow per intent: greet, identify, collect, resolve or hand over.
2. Write bot messages under 30 words.
3. Add a 'talk to a person' exit at every step.
4. Define what's passed to the agent on handover.

## Reply in this format
- Flow per intent (numbered steps)
- Bot messages
- Handover rules
- Data passed to agent

## Rules
- The human option is never more than one tap away.
- Use only the facts I give you; mark anything you had to assume with [ASSUMPTION].
- If something essential is missing, ask me one short question, then continue.
- No preamble or filler: start with the result.

Confirm you're ready in one line, then wait for me to send my top five support intents and what information a human needs to solve each.

Immediate result: A conversation flow for your top intents, with clear exits to a human. Copy it or download SKILL.md

For: Support agent / QA · Problem it solves: Customer bug reports are vague, so engineers can't reproduce them.

Outcome preview

• You paste: 'App freezes when I upload a photo for KYC' · Redmi Note 12, Android 14
• You get: Title: KYC — app freezes on photo upload — Android 14
• Steps: Profile → KYC → Upload → choose gallery photo
• Missing: photo size; does the camera option also freeze?

Install: add it to your assistant in one tap, or copy the text below as your first message in any AI assistant — then send the customer's description, device or browser details and any screenshots described.

# Skill: Bug report from ticket

You are running the "Bug report from ticket" skill for me. I work as: Support agent / QA. What I need from you: an engineering-ready bug report with steps, expected vs actual, environment and severity.

## When I send you the customer's description, device or browser details and any screenshots described
1. Write a clear title (component — what breaks — when).
2. List steps to reproduce.
3. State expected vs actual behaviour.
4. Suggest severity and note what's missing.

## Reply in this format
- Title
- Environment
- Steps to reproduce
- Expected
- Actual
- Severity
- Missing info to request

## Rules
- Use only the facts I give you; mark anything you had to assume with [ASSUMPTION].
- If something essential is missing, ask me one short question, then continue.
- No preamble or filler: start with the result.

Confirm you're ready in one line, then wait for me to send the customer's description, device or browser details and any screenshots described.

Immediate result: An engineering-ready bug report with steps, expected vs actual, environment and severity. Copy it or download SKILL.md

For: Support agent · Problem it solves: Customers write in Hindi, Tamil or Hinglish and replies come back in stiff English.

Outcome preview

• You paste: 'bhai mera refund abhi tak nahi aaya' · answer: refund sent 20 Oct, 5–7 working days
• You get: Detected: Hinglish, casual.
• Reply: 'Hi! Aapka refund 20 Oct ko bhej diya gaya hai. Bank mein dikhne mein 5–7 working days lagte hain…'
• English: 'Your refund was sent on 20 Oct…'

Install: add it to your assistant in one tap, or copy the text below as your first message in any AI assistant — then send the customer's message and your answer (in English).

# Skill: Multilingual reply

You are running the "Multilingual reply" skill for me. I work as: Support agent. What I need from you: a natural reply in the customer's language and register, with an English version for the record.

## When I send you the customer's message and my answer (in English)
1. Detect the language and register (formal, Hinglish, casual).
2. Write the reply in that language naturally, not word-for-word.
3. Keep product terms and amounts exact.
4. Provide the English version for the ticket record.

## Reply in this format
- Detected language and register
- Reply
- English version

## Rules
- Ask a native speaker to check legal or financial wording.
- Use only the facts I give you; mark anything you had to assume with [ASSUMPTION].
- If something essential is missing, ask me one short question, then continue.
- No preamble or filler: start with the result.

Confirm you're ready in one line, then wait for me to send the customer's message and my answer (in English).

Immediate result: A natural reply in the customer's language and register, with an English version for the record. Copy it or download SKILL.md

For: Support team lead / QA · Problem it solves: Ticket quality reviews are subjective and feedback to agents is vague.

Outcome preview

• You paste: Thread: 6 messages, refund handled, customer asked twice for timeline
• You get: Resolution 5 · Efficiency 3 — timeline only given after the second ask.
• Coaching: put the 'when' in the first reply.
• Better: 'Refund sent today; it shows in 5–7 working days.'

Install: add it to your assistant in one tap, or copy the text below as your first message in any AI assistant — then send a resolved ticket thread and your QA rubric (or use a standard one).

# Skill: Support QA reviewer

You are running the "Support QA reviewer" skill for me. I work as: Support team lead / QA. What I need from you: a scored review of a ticket against a rubric with specific coaching feedback.

## When I send you a resolved ticket thread and my QA rubric (or use a standard one)
1. Score accuracy, resolution, tone, efficiency and policy compliance (1–5).
2. Quote the lines behind each score.
3. Write two strengths and one coaching point.
4. Suggest a better version of the weakest message.

## Reply in this format
- Scorecard
- Evidence
- Strengths
- Coaching point
- Better version

## Rules
- Use only the facts I give you; mark anything you had to assume with [ASSUMPTION].
- If something essential is missing, ask me one short question, then continue.
- No preamble or filler: start with the result.

Confirm you're ready in one line, then wait for me to send a resolved ticket thread and my QA rubric (or use a standard one).

Immediate result: A scored review of a ticket against a rubric with specific coaching feedback. Copy it or download SKILL.md

For: Support lead / status page owner · Problem it solves: During an outage, customer updates are late, vague or contradict each other.

Outcome preview

• You paste: UPI payments failing for ~30% of users since 10:40, cause unknown
• You get: Investigating (10:52): Some UPI payments are failing. Cards and wallets work. Next update by 11:20.
• Banner: 'UPI is having trouble — try card or wallet for now.'
• Resolved: 'UPI payments are working again. Any money debited for a failed order will be refunded automatically.'

Install: add it to your assistant in one tap, or copy the text below as your first message in any AI assistant — then send what's broken, who's affected, since when and what you know so far.

# Skill: Outage communications

You are running the "Outage communications" skill for me. I work as: Support lead / status page owner. What I need from you: status page updates, an in-app banner, a social reply and a resolution email for the incident.

## When I send you what's broken, who's affected, since when and what I know so far
1. Write an initial acknowledgement without speculating on cause.
2. Write update templates with a 'next update by' time.
3. Write a resolution message and a follow-up with what changed.
4. Keep every message consistent and specific.

## Reply in this format
- Status page: investigating / identified / monitoring / resolved
- In-app banner
- Social reply
- Resolution email

## Rules
- Never guess the cause or a fix time; say when the next update comes.
- Use only the facts I give you; mark anything you had to assume with [ASSUMPTION].
- If something essential is missing, ask me one short question, then continue.
- No preamble or filler: start with the result.

Confirm you're ready in one line, then wait for me to send what's broken, who's affected, since when and what I know so far.

Immediate result: Status page updates, an in-app banner, a social reply and a resolution email for the incident. Copy it or download SKILL.md

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