CUSTOMER SERVICE / EXAMPLE APP
Support Room.
Make every handoff clear.
Review customer follow-ups, give each case an owner and approve the next action before it goes out.
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A review room for customer follow-ups
Support Room gives support agents and team leads a small place to discuss the next action on a case. The starting queue includes a duplicate-invoice follow-up, onboarding help, a service-credit request needing a fuller timeline and an approved account update. It illustrates how an unresolved question can become a clear response decision without requiring a complete help-desk replacement.
Case records contain a title, owner, requested credit amount, decision note and one of three statuses. Zero-value cases can represent a response or assistance request rather than a refund. Searching uses case titles and owner names. The status selector and counts help a lead find pending reviews, while the editor's activity entries show the notes saved during the example's decision loop.
Review a resolution before it is sent
Choose the service-credit case, inspect its note and ask for the missing timeline. Amend the note to explain the sequence of events and the proposed resolution, save for review and approve the revised case. Then create a new onboarding-help case with no credit requested. Check that the proposed action is still clear when a monetary amount is not the point of the decision.
All people and records are fictional. This local preview simulates team decisions, keeps changes in the browser and sends no customer message or payment instruction. Reset example returns to the supplied cases. Before adapting it for support staff, replace local storage and implement server-side case permissions, retention and review rules appropriate to the customer information involved.
Limit the customer context a reviewer receives
A production version might retrieve a limited support-case summary and relevant invoice status through approved data access. Decide whether the reviewer needs an account identifier, an amount or a full conversation transcript. These have different exposure and retention implications. Use a small field set and a row restriction aligned with the team's remit instead of importing an entire support archive.
Define who can propose a resolution, who can authorize a credit and who actually sends the reply. A saved approval in the adapted app should not silently trigger an external refund unless that operation has its own permitted and tested path. Preserve the distinction between a business decision on a case and approval to release a new version of the support tool.
Prompts for a more useful support tool
Bring the included files into Claude Code and describe your support process before requesting these additions. Treat each prompt as a development task with synthetic cases and an explicit acceptance check.
- Add a structured resolution category and a timeline field. Require a reason for credit requests and make the case summary readable without opening private customer attachments.
- Implement separate agent and team-lead roles on the server, with shared case storage. Verify that an agent cannot approve their own credit request.
- Connect a read-only invoice-status lookup through an approved SpringRoll grant, mask unnecessary account fields, and show a useful message when access expires.
Take the next step
Agree the response and the responsible case owner before connecting this queue to live customer communications.