How to use the Customer Support Agent skill (persona-customer-support)

What the skill makes the agent do

Agent skills are instruction packs that an AI agent loads so it knows how to carry out a particular job. This one turns the agent into a customer support assistant that works through your Google Workspace accounts.

According to the skill's instructions, the agent can triage the support inbox, turn customer emails into support tasks, log ticket status updates in a tracking sheet, escalate urgent issues to the team Chat space, and schedule follow-up calls with customers.

• Sort the support inbox with a Gmail query such as label:support
• Convert customer emails into tasks with the email-to-task workflow
• Append ticket status updates to a Google Sheet
• Post escalations to the team Google Chat space
• Create calendar events for follow-up calls

Install the skill (ZIP download or Claude apps upload)

The skill ships as a single file, SKILL.md. Download the ZIP from the directory page and unzip it into one of these locations: ~/.claude/skills/ for personal use, or .claude/skills/ inside a project folder for a project-specific install.

If you use the Claude apps instead, open Settings, go to Capabilities, and upload the skill under Skills.

Installing the skill only adds the instructions. It does not install the gws tool or connect your Google account, so the requirements below still apply.

• Personal install: unzip into ~/.claude/skills/
• Project install: unzip into .claude/skills/ in your project
• Claude apps: Settings → Capabilities → Skills, then upload

Set up the requirements

The skill depends on the gws command-line tool (the binary is called gws). It must be installed and authenticated to a Google Workspace account before the agent can do anything useful.

The skill also relies on four other gws skills that must be loaded alongside it: Gmail, Sheets, Chat and Calendar. The skill's own file only contains instructions and says the agent should load these utility skills to operate in this role.

• gws command-line tool, installed and signed in to a Google Workspace account
• gws-gmail skill
• gws-sheets skill
• gws-chat skill
• gws-calendar skill

Trigger the skill with natural requests

Once the skill and its dependencies are loaded, ask the agent for support work in plain language. Name the job you want done, such as triaging the inbox, logging an update or escalating a problem. The skill's instructions cover the underlying gws commands, so you do not need to type them yourself.

Give the agent specific details: which label or mailbox to check, which tracking sheet to update, which Chat space to use for escalations, and who the customer is for a follow-up call.

• "Triage the support inbox and tell me which emails are urgent."
• "Turn the customer emails labeled support into tasks."
• "Log today's status updates for the open tickets in our tracking sheet."
• "Escalate the billing outage email to the team Chat space."
• "Book a 30-minute follow-up call with the customer from ticket 412 next Tuesday."

Commands the skill uses

The instructions name several gws commands. You can run them yourself to check what the agent will do, or to test your setup. The skill also lists a few tips for reading results.

Use the table format for quick dashboard-style views of status.

• Triage: gws gmail +triage --query 'label:support'
• Email categories at a glance: gws gmail +triage --labels
• Email to task: gws workflow +email-to-task
• Log status: gws sheets +append
• Follow-up call: gws calendar +insert
• Table view: add --format table

Safety: scripts and network access

This skill runs scripts and uses the network. The agent reads and writes Gmail mailboxes, Google Sheets and Chat, and creates Calendar events in your Google Workspace account. Only install it where that level of access is approved.

The skill file gives no guardrails against sending incorrect or sensitive replies to real customers. Keep a human in the loop for any customer-facing message, and do not let the agent reply to customers without review.

Do not use this skill with confidential customer data unless Google Workspace access for that data is approved in your organisation.

• Review every outgoing customer reply before it is sent
• Check which mailbox, sheet and Chat space the agent will write to
• Use a test sheet and test space before going live

Tips for a smoother setup

Set up Gmail filters to auto-label support requests. The triage command works from labels, so consistent labels make its results more useful.

Use the labels view to see email categories at a glance before asking for a full triage.

• Create Gmail filters that label incoming support requests
• Use gws gmail +triage --labels for a category overview
• Use --format table for quick status dashboards