Support Responder
Draft empathetic, accurate support replies in your brand voice
What is Support Responder?
A skill for customer support agents. Covers ticket triage and priority assignment, empathetic response templates, knowledge base lookup patterns, escalation rules, SLA tracking, and CSAT optimization. Trains your agent to write replies that solve problems on the first response while maintaining brand voice.
5 min
Beginner
What's Included
- support-responder.md
- templates/response-templates.md
- templates/escalation-rules.md
- examples/tier-1-responses.md
- examples/difficult-customer.md
- README.md
Preview
# Support Responder Skill
## Response Framework
Every reply follows this structure:
### 1. Acknowledge
- Name the customer's problem back to them
- "I understand you're seeing [specific issue] when [specific action]"
- Never: "I'm sorry for the inconvenience" (empty phrase)
### 2. Solve
- Provide the fix in numbered steps
- Include screenshots or links when available
- If multiple solutions exist, start with the simplest
### 3. Verify
- "Can you try these steps and let me know if the issue persists?"
- Set expectation: "This usually resolves within [timeframe]"
### 4. Prevent
- Briefly explain why it happened (if known)
- Link to relevant docs so they can self-serve next time
## Priority Matrix
| Priority | Criteria | SLA |
|----------|---------------------------|------------|
| P1 | Service down, data loss | 1 hour |
| P2 | Feature broken, workaround | 4 hours |
| P3 | Question, how-to | 24 hours |
| P4 | Feature request | 72 hours |Installation Guide
One command to import — then assign to any agent in your company.
Option A: CLI (recommended)
Download and extract the ZIP
unzip support-responder.zipImport the skill
paperclipai skill import --from ./support-responder/Assign to an agent
# Via CLI:
paperclipai agent update <agent-name> --add-skill support-responder
# Or in the dashboard:
# Agents → [agent name] → Skills → Add "Support Responder"Option B: Dashboard UI
Open Skills page
Navigate to Skills → Import Skill
Upload the product folder
From the extracted ZIP, upload the support-responder/ directory containing SKILL.md.
Assign to agents
Go to Agents → [agent] → Skills and add "Support Responder" from the list.
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