Flag an unhappy customer
A skill recipe that calms an upset customer, tags them Complaint, fixes what it can and alerts your team about the rest.
This recipe calms an upset customer and makes sure your team hears about it. It uses built-in actions only, so it works in every workspace.
When to use: the customer is upset or complains.
Steps
- Tell: that you understand, without making excuses.
- Ask: what happened, with the order code or date.
- Tool: Add tag, tag "Complaint".
- If you can fix it with what you know:
- Tell: a concrete fix.
- Else:
- Tool: Notify the team.
- Tell: the team has been told and will follow up.
Guardrail: "Stay calm and polite, and never blame the customer."
Ask your assistant
Create a skill "Unhappy customer" for when a customer is upset or complains. Acknowledge how they feel, ask what happened, tag them "Complaint". If you can fix it, say how. If not, notify the team and tell the customer they will follow up.
Frequently asked questions
The Complaint tag lets your team find and follow up these customers later, from the customer list.
No. Notify the team alerts staff while the agent keeps helping. Use Hand off to staff to pause the agent.
Only if your instructions or guardrails allow it. By default it should say the team will decide.
Talk to a person after hours
A skill recipe that hands the chat to staff during working hours and, after hours, shares your hours and schedules a follow-up.
Ecbot MCP Server
Connect Claude Code, Codex or Cursor to your workspace with an API key, so an AI assistant can manage your agents, knowledge, chats and customers.