Support agent template

Q: What does the support agent template build?

A guided builder for a support/QA agent: you supply the knowledge base, pick the tone, and set escalation rules for questions it should not answer.

Build a patient support rep: teach it your knowledge base, set its tone, and define exactly where it stops and a human takes over.

Documentation

What you're configuring

Knowledge base — paste your FAQ or help docs. The agent answers only from what you give it; that's what makes it trustworthy.
Tone — friendly, professional, or playful. Match your brand.
Boundaries — topics it must never answer, and the escalation rule for everything it doesn't know.
Guardrails — human approval for refunds, account changes and internal docs; optional PII redaction in outputs.

What you get

A generated system prompt plus the full configuration JSON, ready for the guardrail gate.

Tips

Paste generously — thin knowledge bases produce vague agents.
"Hand to a human when unsure" is the safest escalation rule to start with.
Add escalation keywords for the cases that must never wait (refund, cancel, lawsuit).

FAQ

What does the support agent template build?

A complete configuration: knowledge base, tone, escalation rules and guardrails — as a system prompt and JSON you can copy.

What happens when the agent doesn't know an answer?

Your escalation rule decides: hand off to a human, answer with a disclaimer, or escalate on specific keywords. The agent never invents policy.

How is customer data protected?

The guardrail gate includes input filtering and output checking, with PII redaction options and human approval for sensitive actions like refunds or account changes.