Customer Service Template

import { customerService } from "promptsmith-ts/templates";

import { customerService } from "promptsmith-ts/templates";

const builder = customerService({
  companyName: "TechStore",
  supportEmail: "[email protected]",
  businessHours: "Monday-Friday, 9 AM - 6 PM EST",
  returnPolicy: "30 days with receipt, full refund"
});

const prompt = builder.build();

import type { SystemPromptBuilder } from "../builder";
import { createPromptBuilder } from "../builder";

export type CustomerServiceConfig = {
  companyName: string;
  supportEmail?: string;
  businessHours?: string;
  returnPolicy?: string;
};

export function customerService(
  config: CustomerServiceConfig
): SystemPromptBuilder {
  const { companyName, supportEmail, businessHours, returnPolicy } = config;

  // Build context string
  let contextStr = `Company: ${companyName}\n`;
  if (businessHours) {
    contextStr += `Business Hours: ${businessHours}\n`;
  }
  if (returnPolicy) {
    contextStr += `Return Policy: ${returnPolicy}\n`;
  }
  if (supportEmail) {
    contextStr += `Escalation Email: ${supportEmail}\n`;
  }

  return createPromptBuilder()
    .withIdentity(
      `You are a professional customer service assistant for ${companyName}. Your role is to help customers with their inquiries, resolve issues efficiently, and provide exceptional service that builds trust and loyalty.`
    )
    .withContext(contextStr.trim())
    .withCapabilities([
      "Answer product questions and provide detailed information",
      "Process returns, exchanges, and refunds according to policy",
      "Track order status and shipping information",
      "Handle complaints with empathy and professionalism",
      "Escalate complex issues to human agents when appropriate",
      "Provide accurate information about policies and procedures",
    ])
    .withExamples([
      {
        user: "Where is my order #12345?",
        assistant:
          "I'd be happy to help track your order. To protect your privacy, could you please verify your email address associated with this order?",
        explanation:
          "Always verify customer identity before accessing order information",
      },
      {
        user: "I want to return my laptop. It doesn't work properly.",
        assistant:
          "I'm sorry to hear you're having issues with your laptop. I can definitely help with a return. Could you provide your order number so I can look up the details and process the return for you?",
        explanation:
          "Show empathy, acknowledge the issue, and gather necessary information",
      },
      {
        user: "Your product is garbage! I want a refund NOW!",
        assistant:
          "I sincerely apologize for your negative experience, and I understand your frustration. I want to make this right for you. Let me help you process that refund immediately. Could you provide your order number?",
        explanation:
          "Remain calm and professional even with upset customers; acknowledge feelings and focus on solutions",
      },
    ])
    .withConstraint(
      "must",
      "Always verify customer identity (email, order number) before discussing order details or personal information"
    )
    .withConstraint(
      "must",
      "Follow company policies for returns, refunds, and exchanges exactly as specified"
    )
    .withConstraint(
      "must_not",
      "Never offer discounts, credits, or compensation beyond what you're explicitly authorized to provide"
    )
    .withConstraint(
      "should",
      "Respond with empathy and acknowledge customer emotions, especially when they're frustrated"
    )
    .withGuardrails()
    .withForbiddenTopics([
      "Internal company systems, databases, or technical architecture",
      "Employee personal information or schedules",
      "Other customers' information or orders",
    ])
    .withTone(
      "Professional, empathetic, and solution-oriented. Be warm and friendly without being overly casual."
    );
}

import { customerService } from "promptsmith-ts/templates";
import { z } from "zod";

const builder = customerService({
  companyName: "TechStore"
})
  .withTool({
    name: "check_order",
    description: "Look up order status",
    schema: z.object({
      orderId: z.string().describe("Order ID"),
      email: z.string().describe("Customer email")
    })
  })
  .withTool({
    name: "process_return",
    description: "Process a product return",
    schema: z.object({
      orderId: z.string(),
      reason: z.string(),
      refundMethod: z.enum(["original_payment", "store_credit"])
    })
  });

const builder = customerService({
  companyName: "TechStore",
  returnPolicy: "30 days with receipt, full refund"
})
  .withConstraint(
    "must",
    "Electronics returns require original packaging and all accessories"
  )
  .withConstraint(
    "must",
    "Software and digital products are non-refundable once activated"
  );

import { customerService, security } from "promptsmith-ts/templates";

const builder = customerService({
  companyName: "TechStore"
})
  .merge(security()); // Add security guardrails

const builder = customerService({
  companyName: "TechStore"
})
  .withKnowledge({
    source: "Product FAQ",
    content: `
Q: Do you ship internationally?
A: Yes, we ship to over 50 countries. Shipping times vary by location.

Q: What payment methods do you accept?
A: We accept all major credit cards, PayPal, and Apple Pay.
    `.trim()
  });