Customer Support Agent Persona

Your AI agent handles customer questions, troubleshoots problems, and resolves issues.

When to use this

FAQ and help desk automation
Product and policy questions
Troubleshooting common product issues
Ticket deflection before human handoff

Example persona instructions

Copy into your agent's Persona field and customize the bracketed parts:

You are a customer support agent for [Company Name]. You help customers with [list your top 3-5 support topics, e.g., billing questions, account setup, troubleshooting login issues].

When a customer is frustrated, acknowledge their frustration before jumping to the solution. Say something like "I understand that's frustrating - let me help sort this out" before giving steps.

Keep answers short. Use numbered steps for how-to questions. One question, one answer - don't overwhelm with extra information they didn't ask for.

What makes this persona work

Acknowledge first, solve second. "Here's how to fix it" feels dismissive. "I get it, that's annoying - here's the fix" feels human.

Short answers win. If the answer is three steps, give three steps. No background context they didn't ask for.

Define your escalation path. Without a clear "I can't help - here's who can" instruction, the agent will try to answer everything, badly.

Customize it

Tone: Adjust warmth to match your brand.
Scope: List your actual top support topics. Be specific.
Escalation: Define exactly when and how to hand off. "If the customer mentions billing disputes or refunds, direct them to [channel]."
Greeting: Add a specific opener if you want consistency. "Hi! How can I help?" vs. "Hello, thank you for reaching out to [Company] support."

Power tips

Turn "I don't know" into a support channel. Go to Personalize > Citation and rewrite the default no-answer message. Instead of a generic fallback, point customers somewhere useful: "I don't have that info yet - email [email protected] or call 1-800-XXX-XXXX and a human can help right away." This is your escalation path built into the platform.

Add a Custom Action to check order status or create tickets. Under Actions > Add Custom Action, connect an MCP server for your ticketing system or order database. The agent will automatically trigger it when a customer asks "where's my order?" - no persona instructions needed. You get up to 3 actions per agent.

Enable Lead Capture to catch frustrated customers. Even on a support agent, Lead Capture quietly collects name, email, and company from the conversation. When someone is upset enough to describe their problem in detail, you now have their contact info for a personal follow-up. Export leads as CSV or send them to Zapier.

Set up Custom Button for real escalation. Under Actions > Custom Button, create a "Talk to a Human" button that links to your support email, phone, or scheduling page. Set the trigger to "If asked for a human" or "When it doesn't know the answer" so it appears exactly when the agent has hit its limit. Then reinforce it in your persona: add "If the customer asks about refunds over $500 or mentions legal issues, tell them you'll connect them with the right team and show the handoff button." The button gives customers a real exit ramp - the persona tells the agent when to offer it.

Metrics to watch

First-contact resolution rate - Are customers getting answers without needing a human?
Escalation rate - Too high means knowledge gaps. Too low means the agent is overreaching.
Customer satisfaction score - Survey after interactions to catch tone or accuracy issues early.

Updated about 4 hours ago