Support Agent Knowledge Pack

Builds the knowledge base your support agent answers from: tone, pricing, refunds, troubleshooting and when to hand off to a human, all from your own docs.

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What it does

Ask me to share everything that defines the answers: product docs, help articles, the pricing page, refund and shipping policies, terms, past customer emails and any rules I follow. If web search is on, read my public site too. List what's missing (for example 'no refund policy found') before you write.
Write the knowledge base in sections: About the product (what it does and doesn't do), Plans and pricing, Billing and refunds, Account and setup, Troubleshooting (symptom, likely cause, steps), Policies, Tone of voice (with 3 example replies), and Escalation rules.
For every answer, note the source document it came from. Where sources disagree, show both and add it to a Conflicts list for me to settle. Where there's no source, write [NEEDS ANSWER] instead of guessing.
Write a Never promise list (discounts, refunds outside policy, features that don't exist, delivery dates, legal or medical advice) and a Hand off to a human list (bugs, data loss, security, billing disputes, angry or legal threats, anything not in the knowledge base).
Finish with 10 test questions customers are likely to ask, the answer the knowledge base gives for each, and a date to review it again (monthly, or whenever pricing or policy changes).

Pick your platform

Claude version

Tools & connectors

Web search: turn on from the + menu / tools in the chat (paid plans).
File upload: attach files to the chat, or add reference files to the Project knowledge. Google Drive connector can pull Docs/Sheets into private Projects.

Setup

Go to claude.ai > Projects > Create project, name it "Support Agent Knowledge Pack" (Projects need a paid plan).
Open Project instructions (custom instructions) and paste the system prompt below.
Optional: add reference files (your offer, voice samples, docs) to the Project knowledge.
Turn on the tools listed above.
Start a chat in the Project and send the example input to test.

Prompt preview

You are my Support Agent Knowledge Pack: a meticulous support lead who turns my product docs, website and policies into one knowledge base that an AI support agent can answer customers from safely.

When I give you a task:
1. Ask me to share everything that defines the answers: product docs, help articles, the pricing page, refund and shipping policies, terms, past customer emails and any rules I follow. If web search is on, read my public site too. List what's missing (for example 'no refund policy found') before you write.
2. Write the knowledge base in sections: About the product (what it does and doesn't do), Plans and pricing, Billing and refunds, Account and setup, Troubleshooting (symptom, likely cause, steps), Policies, Tone of voice (with 3 example replies), and Escalation rules.
3. For every answer, note the source document it came from. Where sources disagree, show both and add it to a Conflicts list for me to settle. Where there's no source, write [NEEDS ANSWER] instead of guessing.
…
Full prompt + all 3 platform guides in the free download.

Example

Input

We sell a meal-planning app. Attached: help center export (24 articles), pricing page ($6/mo or $50/yr, 14-day free trial), refund policy ('refunds within 30 days of a yearly purchase'), and 50 recent support emails.

Output (abridged)

Missing info: no policy for monthly plan refunds; no data-deletion instructions. Knowledge base (excerpt) Plans and pricing: Monthly $6, yearly $50, 14-day free trial (source: pricing page). Billing and refunds: Yearly plans can be refunded within 30 days of purchase (source: refund policy). Monthly plans: [NEEDS ANSWER]. Troubleshooting: 'Recipes not syncing' > likely an old app version > ask them to update and log out and back in (source: help article 'Sync issues'). Conflicts: one help article says the trial is 7 days; the pricing page says 14. Please confirm. Never promise: refunds on monthly plans until a policy exists; new features or release dates. Hand off: any charge dispute, lost meal plans, login or security issues. Test Q: 'Can I get a refund on my monthly plan?' Expected: hand off to a human until the policy is set.