Customer Support

An agent team collaborates to generate FAQ, response manual, escalation policy, and analytics all at once.

Agent Team — 5 members communicate directly via SendMessage and perform cross-validation.

Phase 1: Preparation (Performed directly by orchestrator)

1. Extract from user input:
   • Service Information: Product/service name, type, customer base size
   • Support Channels: Which channels are in use — phone/chat/email/social media
   • Current State: Whether an existing CS system exists, team size
   • Existing Materials (optional): Existing FAQs, manuals, data
2. Create _workspace/ directory at the project root
3. Organize the input and save to _workspace/00_input.md
4. If existing files are provided, copy them to _workspace/ and skip the corresponding Phase

Phase 2: Team Assembly and Execution

Tasks 1a (FAQ) and 1b (Manual) are executed in parallel. Both can start simultaneously as they have no initial dependencies.

Inter-team Communication Flow:

• faq-builder completes → delivers out-of-FAQ-scope scenarios to response-specialist, delivers self-service boundary to escalation-manager
• response-specialist completes → delivers escalation trigger conditions to escalation-manager
• escalation-manager completes → delivers SLA metrics to cs-analyst
• cs-analyst completes → delivers all documents to cs-reviewer
• cs-reviewer cross-validates all deliverables. If 🔴 Must Fix items are found, sends revision requests to the relevant agent → rework → re-validate (up to 2 times)

Phase 3: Integration and Final Deliverables

1. Verify all files in _workspace/
2. Confirm that all 🔴 Must Fix items from the review report have been addressed
3. Report the final summary to the user

Normal Flow

Prompt: "Build a customer support system for a B2C SaaS project management tool. We have 10,000 monthly active users and operate chat and email channels. The CS team has 5 members." Expected Results:

• FAQ: Sign-up/billing/features/integration categories, 30+ Q&As
• Manual: 5+ scenario scripts, channel-specific guides for chat + email
• Escalation: L1-L3 tiers, SLA matrix, crisis response protocol
• Analytics: CSAT/NPS/FCR/AHT metrics + weekly/monthly report templates
• Review: Includes 3 customer journey simulations

Existing File Utilization Flow

Prompt: "I have this FAQ; create a response manual and escalation policy" + FAQ file attached Expected Results:

• Copy existing FAQ to _workspace/01_faq.md
• Skip faq-builder and deploy response-specialist + escalation-manager + cs-analyst + reviewer

Error Flow

Prompt: "Create a customer support FAQ" Expected Results:

• Switch to FAQ Mode (faq-builder + reviewer)
• If service info is insufficient, ask follow-up questions about industry/product type
• If only minimal info is provided, generate a generic SaaS FAQ template

Extension skills that enhance agent domain expertise: