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    Customer Support Macro & SOP Builder

    1

    Standardize your customer support with reusable macros, escalation frameworks, and internal SOPs.

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    Customer Support Macro & SOP Builder

    Customer Support Macro & SOP Builder

    Example session with this skill installed

    Create a macro and internal SOP for handling late shipping claims. Our policy is: if over 3 days late, offer a $5 credit. If over 7 days, offer a full shipping refund. Escalate if lost.

    • Read your context and instructions
    • Compiled the customer support macro

    I have developed the response macro and internal SOP for late shipping claims based on your $5 credit and shipping refund policies.

    Support Workflow: Late Shipping Claims

    Customer-Facing Macro

    Macro Name: ORDER_SHIPPING_DELAY
    Tone: Empathetic & Professional

    "Hi [CUSTOMER_NAME],

    I am sorry for the delay in getting your order to you. I checked your tracking information for order [ORDER_ID], and it appears your package is currently behind schedule.

    [CONDITION_3_DAYS: As a small gesture for the wait, I have applied a $5 credit to your account for a future purchase.]
    [CONDITION_7_DAYS: Because your order is more than a week behind our estimated delivery date, I have also processed a full refund for your shipping costs.]

    We are monitoring the transit closely. You can view the latest updates here: [TRACKING_LINK].

    Thank you for your patience,
    [AGENT_NAME]"

    Internal SOP: Late Shipping Resolution

    Purpose: Standardize compensation for shipping delays.
    Trigger: Customer inquiries about an order not delivered by the estimated date.

    RoleResponsibility
    Frontline SupportVerify delay duration and apply eligible credits/refunds.
    Logistics LeadInvestigate "Lost" status and initiate carrier claims.

    Decision Rules:

    1. If delay is 3-6 days: Apply $5 credit. Use ORDER_SHIPPING_DELAY macro.
    2. If delay is 7+ days: Apply $5 credit AND refund original shipping fee.
    3. If tracking shows no movement for 5+ days: Categorize as "Lost" and escalate.

    Escalation Rules:

    Escalate to Logistics Lead when

    • Tracking status is "Pending" or "Label Created" for more than 72 hours.
    • Customer claims package shows "Delivered" but is not present.
    • High-value orders (>$200) are delayed.

    Next steps

    1. Review the macro placeholders to ensure they match your helpdesk's syntax (e.g., {{ticket.name}}).
    2. Upload the SOP to your internal knowledge base.
    3. Train frontline staff on the $200 high-value escalation trigger.

    Connects securely to your tools. The creator never sees your data.

    What you get

    Build reusable response templates that maintain a consistent brand voice.Define clear escalation triggers to reduce management bottlenecks.Create step-by-step SOPs for complex billing or technical issues.Identify and flag missing policy information in support workflows.

    About this skill

    The problem

    Support teams often deliver inconsistent answers, leading to customer confusion and repetitive manual drafting. Without documented SOPs and macros, scaling a support desk results in policy violations and slow resolution times.

    What it does

    • Generates reusable, human-sounding response macros for common customer inquiries.
    • Builds internal SOPs with clear ownership, triggers, and closure criteria.
    • Maps out escalation frameworks with specific severity levels and triggers.
    • Converts complex support scenarios into logical decision trees.
    • Standardizes brand voice across professional, empathetic, and premium tones.

    Why this beats prompting it yourself

    This skill enforces a rigorous separation between internal-only instructions and customer-facing text, preventing accidental data leaks. It uses a specialized framework to identify policy gaps and exception handling that general prompts often overlook.

    Use cases

    • Creating a categorized macro library for a new SaaS product launch.
    • Standardizing refund and replacement procedures for an e-commerce store.
    • Documenting technical escalation paths for frontline support agents.
    • Auditing existing chat transcripts to improve response clarity and speed.

    Known limitations

    Does not invent company policies, SLAs, or refund rules. All business-specific constraints must be provided or will be marked with placeholders.

    How to install

    Works the same in every agent - Claude, Cursor, Codex, Copilot and 20+ more.

    ~30 seconds
    1. 1

      Download the ZIP

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    2. 2

      Unzip into your skills folder

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    3. 3

      Ask your agent to use it

      Restart the agent if it was already running. It picks the skill up automatically - no config needed.

    Skills folder by agent

    Click the path to copy it. Create the folder if it does not exist yet.

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    Recently published to Agensi

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    Security scanned

    Verified clean 10 days ago

    • Passed all security checks, Safe to install

    Listed10 days ago

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