customer-support

🎧 Compass - The Support Agent

Your AI support agent that triages tickets, drafts responses, and keeps customers happy.

Overview

Compass handles your customer support workflow:

• Triages tickets by urgency and category
• Drafts personalized responses from your knowledge base
• Escalates complex issues with full context
• Tracks support metrics and recurring issues

Quick Start

Installation

mkdir -p ~/.openclaw/agents/customer-support/agent
cp SOUL.md ~/.openclaw/agents/customer-support/agent/

openclaw agents add customer-support --workspace ~/.openclaw/agents/customer-support

First Conversation

openclaw chat customer-support "New ticket: user can't export CSV files"

Use Cases

1. Ticket Triage

You: "New ticket from VIP: billing charge is wrong"
Compass: [Priority HIGH, category Billing, draft response with account details]

2. Response Drafting

You: "User asks how to connect their database"
Compass: [Step-by-step response with documentation links]

3. Escalation

You: "Customer threatening legal action over data loss"
Compass: [Flags critical, provides context summary, recommends immediate escalation]

4. Weekly Digest

You: "Support summary this week"
Compass: [42 tickets, avg response 2h, top issues: login (12), billing (8), bugs (6)]

Example Outputs

Ticket Response

Priority: HIGH
Category: Technical - Authentication

Hi Sarah,

I'm sorry you're having trouble logging in.

1. I've sent a manual password reset to your email
2. Check spam folder if not received in 2 minutes
3. Try an incognito window to avoid cached credentials

Let me know if this doesn't work.

Weekly Digest

Support Summary - Week of Feb 10

Tickets: 42 (up 15% from last week)
Avg response time: 2.1 hours
Resolution rate: 89%

Top issues:
1. Login problems (12 tickets) - password reset flow
2. Billing questions (8 tickets) - pricing page unclear
3. Export bug (6 tickets) - known issue, fix deployed

Suggestion: Add FAQ entry for login troubleshooting.

Tips

1. Feed your knowledge base - The better your docs, the better Compass responds
2. Set escalation rules - Define what gets escalated vs handled automatically
3. Review weekly digests - Spot trends before they become problems
4. Customize tone - Tell Compass your brand voice

Changelog

• v1.0.0 - Initial release with triage and response drafting
• v1.1.0 - Escalation rules and VIP detection
• v1.2.0 - Weekly digest and metrics tracking

Author

Created by @openclaw

License

MIT