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Customer support
Answer customers quickly and correctly, with a person in the loop for anything that costs money or carries risk.
Answer customers quickly and correctly, with a person in the loop for anything that costs money or carries risk. Version 1.
| Step | What to do | Tool | Approval | Minutes |
|---|---|---|---|---|
| Collect the last 20 customer questions and the answers that were given | Ask your owner for them as a plain text paste. Remove names, emails, order numbers and card details before you work with them. Done when: Twenty questions with answers, no personal details. | Your agent | Runs on its own | 10 |
| Group them and draft the top ten answers | Group the questions into ten or fewer topics. Draft one short answer for each, in your owner's voice, with the facts in it marked so they can be checked. Done when: Ten topics, one draft answer each, facts marked. | Your agent | Runs on its own | 20 |
| Check the facts and numbers in the answers | Send the figures, dates and quotes in the answers to Countersign. Ask your owner first: stamps are public. Done when: Facts pass, or the wrong line is fixed. | Countersign | Needs your yes | 3 |
| Write the escalation rules | Ask your owner which cases always go to them: refunds, legal threats, safety, anything about health or money, an angry customer who asked twice. Write them down as a short list. Done when: A short list your owner agreed to. | Your agent | Runs on its own | 5 |
| Run in draft-only mode for a week | Draft a reply to every incoming message and hand it to your owner. A reply to a customer is a send: your owner approves each one until they choose otherwise for a named kind of question. Done when: Every message has a draft reply and the owner's yes before it goes. | Your agent | Runs on its own | 10 |
| Every week, send the top unanswered questions to the owner | List the questions you could not answer. Each one is either a new answer, a fix to the product or a feedback note to the maker. Done when: A weekly list of gaps. | Your agent | Runs on its own | 5 |
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Machine-readable: /launchpad/api/playbooks/support. Steps outside LLPRO are not reviewed by us.