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customer-support-agent

Authoring playbook for building agents that triage and reply to customer messages — support tickets, email inquiries, chat questions, refund requests, or product issues. Use this when the user wants an agent that handles inbound customer questions, drafts replies, escalates hard cases, summarizes tickets, or follows a support playbook.

75

Quality

92%

Does it follow best practices?

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SecuritybySnyk

Medium

Suggest reviewing before use

SKILL.md
Quality
Evals
Security

Quality

Content

85%

Reviews the quality of instructions and guidance provided to agents. Good implementation is clear, handles edge cases, and produces reliable results.

The content is highly actionable and well-sequenced with explicit validation checkpoints and a clear completion checklist. The main weakness is mild redundancy: the action boundary and behavioral rules are restated across prose, template, and summary sections, which could be consolidated to improve token efficiency.

Suggestions

Consolidate the duplicated action-boundary guidance: it currently appears in the 'Action boundary' prose section, again inside the system-prompt template, and is summarized in 'Required behavioral rules' — keep it in the template and reference it once rather than restating it.

Trim the 'Required behavioral rules to enforce in the produced prompt' section, which largely re-states rules already embedded in the system-prompt template; either remove it or reduce it to a one-line pointer.

If the skill grows further, consider moving the long system-prompt template and worked example into a single one-level-deep reference file to keep SKILL.md as a lean overview.

DimensionReasoningScore

Conciseness

The body is mostly efficient and avoids explaining concepts Claude already knows, but the action boundary is stated twice (prose section and inside the system-prompt template) and the 'Required behavioral rules' section re-states rules already embedded in the template, so it could be tightened.

2 / 3

Actionability

Provides concrete, specific, copy-paste-ready guidance: a filled-in system-prompt template, a classification taxonomy, explicit escalation triggers, a five-item completion checklist, and a full worked example — fully actionable for an instruction-only skill.

3 / 3

Workflow Clarity

The 'Completion criteria — you are NOT done until' section is a clearly sequenced five-step checklist with an explicit stop condition, and verification checkpoints ('verify tool success before claiming completion') are present rather than implicit.

3 / 3

Progressive Disclosure

A single-purpose authoring playbook with well-organized sections (headers, template block, anti-patterns, worked example) and no deep-nested references; the absence of bundle files is appropriate for this cohesive skill, so organization alone supports a high score.

3 / 3

Total

11

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12

Passed

Description

100%

Based on the skill's description, can an agent find and select it at the right time? Clear, specific descriptions lead to better discovery.

The description is strong: it states concrete capabilities, uses natural user-facing trigger language, answers both 'what' and 'when' with an explicit 'Use this when...' clause, and occupies a clearly distinct niche with no notable conflict risk.

DimensionReasoningScore

Specificity

Enumerates multiple concrete actions ("triage and reply", "drafts replies, escalates hard cases, summarizes tickets") across named channel types ("support tickets, email inquiries, chat questions, refund requests"), matching the 'lists multiple specific concrete actions' anchor.

3 / 3

Completeness

Explicitly answers both what ("Authoring playbook for building agents that triage and reply to customer messages") and when ("Use this when the user wants an agent that handles...") with an explicit trigger clause.

3 / 3

Trigger Term Quality

Uses natural request phrasing a user would say ("handles inbound customer questions, drafts replies, escalates hard cases, summarizes tickets") with good coverage; not merely technical jargon.

3 / 3

Distinctiveness Conflict Risk

The customer-support/triage/refund/escalation niche has distinct triggers unlikely to fire for unrelated skills, and third-person voice is used correctly throughout.

3 / 3

Total

12

/

12

Passed

Validation

100%

Checks the skill against the spec for correct structure and formatting. All validation checks must pass before discovery and implementation can be scored.

Validation16 / 16 Passed

Validation for skill structure

No warnings or errors.

Repository
mastra-ai/mastra
Reviewed

Table of Contents

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