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.

Quality

92%

Does it follow best practices?

Run evals on this skill

Adds up to 20 points to the overall score

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Securityby

Medium

Suggest reviewing before use

Quality

Content

85%Weight 40%Scale 1-5

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

The body is a well-structured, actionable authoring playbook with explicit completion-checklist validation and no dead references. Its weakest points are minor redundancy between the action-boundary section and the enforced-rules recap, and template placeholders that are not pre-filled.

Suggestions

Remove the duplicated action-boundary material: keep it in one place (either the "Action boundary" section or "Required behavioral rules to enforce") and cross-reference from the other to trim the repeated rules in the system prompt template.

Provide concrete default values for the placeholders (e.g., "$<threshold>" → a sample dollar figure, "<confidence threshold>" → a default like 0.8) so the system prompt template is closer to copy-paste-ready out of the box.

Dimension	Reasoning	Score
Conciseness	The body is efficient and does not explain concepts Claude already knows, but the action-boundary rules appear twice (once as a section, once in "Required behavioral rules to enforce") and the system prompt template restates several rules, giving minor redundancy that could be trimmed. Not a 5 because of these padded overlaps; above 3 because nothing is filler.	4 / 5
Actionability	Provides concrete templates (name/description patterns, a full fill-in system prompt, worked example with an excerpt) and specific guidance (classification categories, escalation conditions). Not a 5 because several placeholders ("$<threshold>", "<confidence threshold>", "<channel: email / chat / ticket>") are template variables the user must resolve rather than copy-paste-ready defaults.	4 / 5
Workflow Clarity	The produced system prompt contains a numbered "Completion criteria — you are NOT done until" checklist with an explicit "Stop only when all five are true" gate, plus verification-then-escalate feedback for failed tool actions. Clear sequence with explicit validation checkpoints and a checklist, matching the 5 anchor.	5 / 5
Progressive Disclosure	No bundle files exist (references/, scripts/, assets/ absent) and the body makes no dangling references; content is organized into clearly headed sections (When to use, Agent identity template, Action boundary, System prompt template, Anti-patterns, Worked example). Under the simple-skill exception, well-organized single-file structure with no need for external references scores 5.	5 / 5
	Total	18 / 20 Passed

Description

100%Weight 40%Scale 1-5

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 exemplary: it concretely states what the skill builds, lists natural trigger terms and product names, explicitly pairs a "what" with a "Use this when" clause, and occupies a distinct niche with low conflict risk.

Dimension	Reasoning	Score
Specificity	Lists multiple concrete actions — "triage and reply," "drafts replies," "escalates hard cases," "summarizes tickets," "follows a support playbook" — with named input types (tickets, email, chat, refund requests, product issues). Comprehensive coverage matching the 5 anchor.	5 / 5
Completeness	Explicitly answers both what it does ("Authoring playbook for building agents that triage and reply...") and when to use it ("Use this when the user wants an agent that handles inbound customer questions...") with concrete trigger phrases, matching the 5 anchor.	5 / 5
Trigger Term Quality	The "Use this when" clause enumerates natural user phrases and product names ("refund requests," "answer my users," Zendesk, Intercom, Front, Help Scout, SLA, FAQ) covering synonyms and specific tool triggers, matching the comprehensive 5 anchor.	5 / 5
Distinctiveness Conflict Risk	Clear niche (customer-support agent authoring) with distinct tool-specific triggers (Zendesk, Intercom, Front, Help Scout) that other skills would not match, giving minimal conflict risk per the 5 anchor.	5 / 5
	Total	20 / 20 Passed

Validation

100%

Warnings & errors only

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

Validation — 16 / 16 Passed

Validation for skill structure

No warnings or errors.

Repository: mastra-ai/mastra
Path: packages/editor/src/ee/workspace/skills/customer-support-agent/SKILL.md
Commit: d6ce34a

Reviewed: about 17 hours ago

Table of Contents

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