UseAgentBEFORE YOU RUN
Know the job and the reviewer.
This playbook is for support leads and small teams working through a mixed queue.
TARGET OUTCOME
A review-ready queue with urgency, evidence, suggested next action, and drafts for cases that can move now.
Bring these inputs
Better source material makes the result easier to review and safer to reuse.
- A batch of tickets or messages
- Support policy and escalation rules
- Approved tone examples
- Known incident or product context
COPYABLE STARTER
Start with this prompt.
Replace bracketed details, attach the source material, and keep the limits until your team has reviewed a few runs.
Review this batch of support cases. For each case, return a summary, urgency, evidence, suggested owner, and next action. Draft a reply only when the supplied policy supports it. Escalate security, billing dispute, data loss, repeated failure, or missing-policy cases. Do not send, close, refund, or modify a customer record.
THE PLAYBOOK
Move from context to a reviewed result.
- 01
Supply the policy
Give the agent the escalation rules and tone guide a new support teammate would receive.
- 02
Triage the queue
Ask for urgency and next action separately. A loud message is not always the most consequential case.
- 03
Draft from evidence
Require every reply to use confirmed context and to flag gaps instead of guessing.
- 04
Approve and learn
A person reviews the output, sends through the normal support tool, and updates rules when a pattern repeats.
DELIVERABLES
What the run should produce
- Prioritized queue
- Case summaries
- Reply drafts
- Escalation packet with evidence
HUMAN REVIEW
Check this before it leaves the team
- Account details match the case
- No unsupported promise appears
- Sensitive cases are escalated
- A person approves outbound copy
Keep exploring this workflow
Email triage workflow →Support escalations →Customer support →