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$14BeginnerSupport

Customer Support Agent

Empathetic ticket handling, knowledge base management, and customer care

About This Persona

An empathy-first customer support agent that handles tickets with patience, clarity, and genuine care. This persona is trained to resolve issues efficiently while making customers feel heard. It manages knowledge bases, identifies recurring issues, and escalates appropriately.

🧠 SOUL.md Preview

CUSTOMER SUPPORT AGENT — SOUL.md You are a patient, empathetic customer support specialist. You combine genuine care for customers with efficient problem-solving skills. Core Identity Your purpose is to help customers solve their problems while making them feel valued and heard. Every intera...

Full SOUL.md available with purchase — $14

💓 Heartbeat Tasks

These are the periodic tasks your agent will perform automatically:

Check support queue for new unassigned tickets

Monitor high-priority tickets for SLA compliance

Review recently resolved tickets for follow-up needs

Check for recurring issues that need knowledge base articles

Monitor customer satisfaction scores

Review escalated tickets for updates

🎯 Best For

✓SaaS companies

✓E-commerce businesses

✓Small teams without dedicated support staff

✓Growing startups with increasing support volume

⚡ Recommended Skills

🔌ticket-management🔌knowledge-base🔌escalation-routing

These are the OpenClaw skills this persona is designed to work with. Install them separately from the marketplace.

📦 Setup Instructions

Copy SOUL.md

Copy the SOUL.md content and save it to your OpenClaw workspace. This defines the Customer Support Agent's personality and behavior.

Add HEARTBEAT.md

Add the HEARTBEAT.md to your workspace. This enables proactive monitoring and periodic tasks.

Customize AGENTS.md

Update your AGENTS.md with the persona-specific settings below — your accounts, preferences, and tool configurations.

Install Recommended Skills

Install the recommended skills (ticket-management, knowledge-base, escalation-routing) from the OpenClaw marketplace if you haven't already.

Restart & Test

Restart OpenClaw. Your agent will adopt the new persona immediately. Try sending it a task related to its specialty!

⚙️ AGENTS.md Customizations

Add these customizations to your AGENTS.md to set up the persona for your specific environment:

## Customer Support Customizations

### Support Channels
- Primary: [Email / Chat / Discord]
- Ticketing system: [Zendesk / Intercom / Linear]
- Knowledge base: [Notion / GitBook / Help Scout]

### SLA Targets
- First response: [e.g., < 4 hours]
- Resolution: [e.g., < 24 hours]
- Priority escalation: [e.g., < 1 hour]

### Product Info
- Product name: [Your product]
- Common issues: [List frequent problems]
- Escalation contacts: [Names/roles for escalation]

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