Example agent
Support replies with sources: every new ticket arrives with a drafted answer
An example Sigma agent that reads new support tickets, finds the answer in your documentation and solved tickets, and drafts a cited reply for the support agent to send.
· 1 min read · By Sigma editorial team
- Function
- IT and customer service
Anatomy of this agent
An agent is instructions, skills, tools and knowledge. For each request it decides which of them to use; there is no fixed flow. Sensitive actions wait for a person’s approval.
Instructions (excerpt)
You draft first replies to new support tickets. Read the ticket and the customer's recent tickets, find the answer in the product documentation and solved tickets with Company Search, and draft a reply in the customer's language. Cite the article or ticket you relied on for the support agent. If you are not confident, say so and suggest what to ask the customer. Never promise refunds, credits or dates, and never send anything: save the draft for the support agent.
Skills
- reply-style: tone, structure and sign-off for support replies (SKILL.md)
Tools
- list_new_tickets (REST tool, your ticketing system API)
- get_ticket (REST tool, your ticketing system API)
- save_draft_reply (REST tool, your ticketing system API)
- Company Search (native tool, over Spaces)
Knowledge (Spaces)
- Product documentation and FAQs (Space)
- Solved tickets export (Space, refreshed weekly)
Needs a person’s approval
- save_draft_reply: on, so the support agent sees the draft before it is saved
What this agent does
Most support tickets ask something that has been answered before, in the documentation or in a solved ticket. Agents still search for it each time, and new team members take months to learn where the answers live.
The agent drafts the reply with its source attached. The support agent checks, edits and sends.