Individual skill
support-macro-library
Designs a reusable macro and canned-response library that stays human and on-brand. Use when building, auditing, or expanding a support team's template playbook.
skills/support-macro-library/SKILL.md
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# Support Macro Library
A macro library fails in one of two ways: it sounds robotic and customers notice, or it is so generic that agents spend more time editing than if they had typed from scratch. Good macros are 80% done and 100% on-brand.
## Taxonomy first
Before writing a single macro, map the top 20 ticket categories from the last 90 days. Group them into five to eight parent buckets (billing, onboarding, bugs, feature requests, account management, policy questions, escalations, general how-to). Every macro belongs to exactly one bucket. Name macros with the pattern '[Bucket] - [Specific Scenario]' so agents can find them in two seconds without a search.
## Anatomy of a high-quality macro
Every macro has three zones:
- Opening (1 sentence): acknowledge the specific scenario without being sycophantic.
- Body (2-4 sentences): the actual answer, action, or next step. Use '[placeholder]' tokens for values agents must personalize - customer name, order number, date, etc.
- Close (1 sentence): a single clear next step or an open door for follow-up.