What It Does
The skill provides the agent with:
- Message structure: a format for acknowledgments, clarification questions, and troubleshooting instructions
- Tone and language guidelines for warm, professional communication
- Smart question filtering: prevents the agent from asking users about things the MSP can check internally, such as account status or license assignments
- Safety guardrails: prevents the agent from sharing unconfirmed diagnoses, internal analysis, credentials, or unrealistic timeline promises with end users
- User-safe steps only: the agent gives end users safe steps, such as a restart, a cable check, or a sign-out. Registry edits, PowerShell, policy changes, and other admin-level work stay with the MSP.
- Situation templates for common scenarios such as outages, vendor escalations, and resolution confirmations
Custom instructions take priority over the skill’s defaults. Use them to add a specific sign-off, adjust the greeting format, or define how your team handles scheduling requests.
