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Customer Support Systems Playbook

Customer Support Specialist playbook

Think of this as hiring Cassie to handle your customer support this week.

Draft accurate responses, triage tickets, and maintain support quality while reducing manual handling time.

Start here

Time to first useful output: 15 minutes

Tip: set your profile once in Business Profile and it will be injected into prompts automatically.

  1. Collect 20 recent support conversations.
  2. Define categories: billing, usage, bug, account, urgent.
  3. Run starter prompt and generate first response templates.

First win: Faster first responses with consistent tone and routing.

Starting rules

  • Classify urgency before drafting replies.
  • Lead with empathy, then concrete next step.
  • Never guess policy; use source-of-truth language.
  • Escalate legal/security/billing exceptions immediately.
  • Track unresolved threads with owner + due date.

Starting prompt

Act as a support lead. Classify incoming tickets by urgency and category, then draft first-response templates with empathy, next steps, and expected timeline.

ChatGPT and Claude setup examples

ChatGPT · GPT-4.1 / GPT-4o

Best for: High-volume first-response drafting.

  1. Load policy snippets and past support examples.
  2. Define escalation triggers explicitly.
  3. Ask for short, actionable response format.

ChatGPT starter

Classify and draft first responses for this support queue with urgency tags and escalation notes.

Claude · Claude Sonnet

Best for: Longer, nuanced complaint handling replies.

  1. Provide policy and brand tone guidance.
  2. Ask for calm and solution-first style.
  3. Request 'what we can do next' section in each reply.

Claude starter

Rewrite this sensitive customer response to improve empathy and clarity while preserving policy boundaries.

Prompt library

Copy a proven prompt, run it, then iterate with your context.

Queue triage

Route tickets faster.

Library prompt

Classify this queue by urgency and issue type, then suggest response priority order.

First response drafts

Reduce first-response time.

Library prompt

Draft first responses for these tickets using empathy + next step + timeline format.

Escalation handoff

Improve internal handoff quality.

Library prompt

Create escalation summaries for these tickets with context, customer sentiment, and required action.

Knowledge base extraction

Turn support learnings into docs.

Library prompt

From these recurring tickets, create FAQ entries with concise answers and links to deeper docs.

Workflow Partner

Automate recurring work and speed up decisions

AutomaticWork gives your team structured AI workflows for repeat tasks, approvals, and handoffs, so decisions happen faster and less work gets stuck.

Explore AutomaticWork

What to hand off first

  • Shorter first-response times
  • Higher consistency in support replies
  • Reusable support macros and policy answers

Examples you can run this week

Support triage automation

  1. Classify incoming messages by urgency and issue type.
  2. Draft first response with next-step actions.
  3. Escalate edge cases with context summary for humans.

Example prompt

Classify this support queue by urgency and draft first responses with tone that is calm, clear, and solution-focused.

Knowledge base response drafts

  1. Map recurring support questions from last 30 days.
  2. Generate canonical answer templates with policy references.
  3. Convert templates into help center article drafts.

Example prompt

Create reusable support reply templates and short KB drafts for these recurring issues.

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