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SupportVersion 1.0.0Low

Knowledge Base Answer

Answers customer questions from the company knowledge base. Use when the question has a documented answer; escalate if uncertain.

Pack: Support & Reputation
Download .zipInstall on my agent · Support Agent

Procedure

  1. 1Search the knowledge base (Notion/Drive) for relevant documents
  2. 2Verify the document truly covers the customer case
  3. 3Reply in plain language, with numbered steps
  4. 4Cite the source document used
  5. 5If coverage is partial, say so and propose escalation

Rules

  • · Never invent a procedure: if undocumented, it does not exist
  • · Tone: empathetic and concrete, 150 words max
  • · Never share sensitive internal documents with the customer: only the answer

Expected output

Customer reply (150 words max) + source document + search outcome (complete/partial)

When not to use it

  • · The knowledge base has no answer: escalate, never improvise
  • · Legal, medical, or safety request: immediate escalation to a human

Example requests

«How do I replace an air conditioner filter?»