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For support teams

Turn your support playbook into skills your agent follows.

Write refund rules, tone and escalation the way you would brief a new hire. Contexory turns them into skills your support agent can follow.

Start free trial with the Customer Support templateEmail sales14-day free trial, no credit card, opens with the Customer Support template

The document you already have

Start from what your team already writes down.

You do not need to author a skill from a blank page. Bring the document, and the guided chat does the structuring.

  1. 01

    Bring the document

    Paste a runbook, policy or style guide, or add a link. Whatever you attach is treated as the specification.

  2. 02

    Answer what it does not cover

    The assistant proposes the purpose, triggers and workflow, and asks about the cases your document leaves open. You correct it.

  3. 03

    Review and edit

    You get a skill in plain Markdown that your whole team can edit in one place.

Documents teams like yours start from

  • Refund and return policy
  • Tone-of-voice guide
  • Escalation paths

From a reference file to a step in the skill

Taken from the template's own files: a routing table lives in one reference file, and the skill's steps point at it.

A reference file

references/triage-rules.md

If the message mentions: refund, chargeback, invoice, billing, plan change
Route to: Billing
If the message mentions: API, integration, webhook, 4xx/5xx, error code
Route to: Engineering
If the message mentions: login, MFA, password, SSO, account locked
Route to: Account

SKILL.md, workflow

  1. Read the ticket body and any prior replies in the thread.
  2. Classify the request using the table in references/triage-rules.md.
  3. Pick a starter from references/response-templates.md and adapt it.

What the template includes

The Customer Support template, ready to edit.

It is one skill with its reference files. Rename it, rewrite it or delete any file; the template only saves you the blank page.

Skill

Customer Support

Triage tickets, draft replies, and route escalations. Use when a support message needs an acknowledgment or a routing decision.

Files

  • SKILL.md
  • references/triage-rules.md
  • references/escalation.md
  • references/response-templates.md

Move or rename a file and the links to it stay intact.

Before you publish

Test when the skill fires, and when it should stay quiet.

Write sample messages that should trigger the skill and ones that should not, then run them before you publish. A skill that fires on the wrong request is caught here rather than by a customer.

For example: a message asking for a refund should trigger the skill, and a question about your office hours should not.

Start with the Customer Support template.

Start free trial with the Customer Support templateEmail sales14-day free trial, no credit card, opens with the Customer Support template

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