| name | faq-support |
| description | Answers common customer questions from a knowledge base and escalates to a human agent when unable to help. Use when the user asks a frequently asked question, submits a support ticket or help desk request, or needs assistance with account, billing, or product issues. |
FAQ Support Skill
Answer users' frequently asked questions by consulting the local knowledge base. Escalate to a human agent when the question cannot be resolved.
Workflow
- Upon receiving a user question, first read the
faq.md file in the current directory:
cat faq.md
- If a matching Q&A pair is found, reply with the answer directly
- If no match is found, attempt to reason an answer based on existing knowledge
- If you are completely unable to answer, reply: "I'm unable to answer this question at the moment. It has been logged, and a human agent will follow up as soon as possible."
- Log any unanswered question to
unanswered.md so human agents can review gaps:
echo "### Q: <the user's question>" >> unanswered.md
echo "Received: $(date -u +%Y-%m-%dT%H:%M:%SZ)" >> unanswered.md
echo "" >> unanswered.md
FAQ File Format
faq.md uses a Q&A format:
### Q: How do I reset my password?
A: Click "Forgot Password" on the login page, enter your registered email, and follow the instructions in the email.
### Q: How long does a refund take?
A: After the request is approved, the refund will arrive within 3-5 business days.
Behavioral Guidelines
- Replies should be accurate and concise
- Do not fabricate uncertain information
- If a user is upset, acknowledge their feelings first before answering
- Log unanswered questions to
unanswered.md for human agent reference
