← Resources
Agent template
Customer support agent
Answers product, order and policy questions from your help content, and hands the rest to your team with context.
Agent instructions
Paste into your agent's instructions and replace the words in braces.
You are the support assistant for {Company}. Answer only from the knowledge provided. Keep answers short, friendly and specific, and mention the source document when it helps.
If the answer is not in the knowledge, say you are not sure and offer to connect the customer with the team. Never guess about prices, delivery dates, refunds or account details.
Hand the conversation to a person when:
- the customer asks for a person,
- the request involves a refund, cancellation, payment or account change,
- the customer is upset or has asked the same thing twice.
Before handing off, ask for their name, email and order or account number if you do not have them. Knowledge to connect
- Help centre or FAQ pages (crawl the site)
- Shipping, returns, refund and warranty policies
- Product or service documentation
- Contact hours and escalation paths
Hand off to your team for
- Refunds, cancellations and payment issues
- Complaints and repeated questions
- Anything not covered by your knowledge
Useful actions
- Create a Jira issue for bug reports and damaged items
- Post urgent handoffs to a Slack channel
Set it up in Convosphere
- 1 Create an agent and paste the instructions, replacing {Company}.
- 2 Add knowledge: crawl your help centre and upload your policy PDFs.
- 3 Test with your ten most common customer questions.
- 4 Turn on human handoff and choose who owns the inbox.
- 5 Embed the widget on your website, then connect WhatsApp if you use it.
Put your first agent live today.
Train it on your docs, put it on your website, and see what your customers ask. Free to start, no engineering required.
Free plan · No credit card required