Customer Support — Customer Support System Building Pipeline

Workflow

Phase 1: Preparation (Performed directly by orchestrator)

1. Extract from user input:
   • Service Information: Product/service name, type, customer base size
   • Support Channels: Which channels are in use — phone/chat/email/social media
   • Current State: Whether an existing CS system exists, team size
   • Existing Materials (optional): Existing FAQs, manuals, data
2. Create _workspace/ directory at the project root
3. Organize the input and save to _workspace/00_input.md
4. If existing files are provided, copy them to _workspace/ and skip the corresponding Phase

Phase 2: Team Assembly and Execution

Tasks 1a (FAQ) and 1b (Manual) are executed in parallel. Both can start simultaneously as they have no initial dependencies.

Inter-team Communication Flow:

• faq-builder completes → delivers out-of-FAQ-scope scenarios to response-specialist, delivers self-service boundary to escalation-manager
• response-specialist completes → delivers escalation trigger conditions to escalation-manager
• escalation-manager completes → delivers SLA metrics to cs-analyst
• cs-analyst completes → delivers all documents to cs-reviewer
• cs-reviewer cross-validates all deliverables. If 🔴 Must Fix items are found, sends revision requests to the relevant agent → rework → re-validate (up to 2 times)

Phase 3: Integration and Final Deliverables

1. Verify all files in _workspace/
2. Confirm that all 🔴 Must Fix items from the review report have been addressed
3. Report the final summary to the user

Execution Modes by Request Scale

Data Transfer Protocol

Error Handling

Test Scenarios

Normal Flow

Prompt: "Build a customer support system for a B2C SaaS project management tool. We have 10,000 monthly active users and operate chat and email channels. The CS team has 5 members." Expected Results:

• FAQ: Sign-up/billing/features/integration categories, 30+ Q&As
• Manual: 5+ scenario scripts, channel-specific guides for chat + email
• Escalation: L1-L3 tiers, SLA matrix, crisis response protocol
• Analytics: CSAT/NPS/FCR/AHT metrics + weekly/monthly report templates
• Review: Includes 3 customer journey simulations

Existing File Utilization Flow

Prompt: "I have this FAQ; create a response manual and escalation policy" + FAQ file attached Expected Results:

• Copy existing FAQ to _workspace/01_faq.md
• Skip faq-builder and deploy response-specialist + escalation-manager + cs-analyst + reviewer

Error Flow

Prompt: "Create a customer support FAQ" Expected Results:

• Switch to FAQ Mode (faq-builder + reviewer)
• If service info is insufficient, ask follow-up questions about industry/product type
• If only minimal info is provided, generate a generic SaaS FAQ template

Agent Extension Skills

Extension skills that enhance agent domain expertise: