Persona Customer Support

What it does

This skill enables an AI agent to simulate a customer support persona, allowing it to manage and respond to customer inquiries effectively. It integrates with Google Workspace tools to track tickets, respond to emails, escalate issues, and schedule follow-up actions. The goal is to improve both agent efficiency and customer satisfaction by providing tailored support responses.

When to use it

• Triage a large volume of incoming support requests from an email inbox.
• Convert customer emails into actionable support tasks for tracking.
• Log updates on ticket status in a shared spreadsheet.
• Escalate urgent issues to the team's chat space for immediate attention.
• Schedule follow-up calls with customers to ensure resolution.

Key capabilities

• Email Triage: Uses gws gmail +triage to categorize and prioritize support emails based on labels.
• Task Creation: Converts customer emails into support tasks using gws workflow +email-to-task.
• Status Tracking: Logs ticket status updates in a Google Sheet with gws sheets +append.
• Escalation: Escalates urgent issues to a team chat space.
• Scheduling: Schedules follow-up calls with customers using gws calendar +insert.

Example prompts

• "Triage the support inbox and label new requests."
• "Convert this email into a support task and add it to the tracking sheet."
• "Escalate this issue to the team chat – it's urgent."

Tips & gotchas

• Prerequisite Skills: This skill requires gws-gmail, gws-sheets, gws-chat, and gws-calendar utility skills to be installed.
• Label Management: Utilize Gmail filters for auto-labeling support requests to streamline triage.
• Dashboard Views: Use --format table with gws sheets +append for quick status dashboard views.