Support Agent Structure

This is what I'm currently working on. The idea is to link up connecters to it such as hubspot, M365 and any other relevant support systems/ shared knowledge bases. I've currently got it as human in the loop so it has to be fed support requests and it never directly responds to customers. It's also building up a knowledge base of SOP's and responses as it goes.

support-agent/

├── CLAUDE.md

├── triage/

│ └── CONTEXT.md ← Dynamic: ticket analysis

├── drafting/

│ ├── CONTEXT.md ← Dynamic: response composition

│ ├── templates/

│ │ ├── response-template.md

│ │ └── escalation-template.md

│ └── archive/ ← Approved responses (grows from use)

├── sops/

│ ├── CONTEXT.md ← Static: SOP library

│ ├── _template/

│ │ └── sop-template.md

│ └── [your-categories]/

│ └── issue-description_sop.md

└── knowledge-base/

├── CONTEXT.md ← Static: reference library

├── product/

├── policies/

└── faqs/

I'm still working through the CLAUDE.md and CONTEXT.md to get them to where I'm happy with them. Let me know what you think and if anything could be done different or added to it.

5 comments