The End User Communication skill ensures every message the agent sends to end users is professional, safe, and consistent with MSP best practices.
What It Does
The skill provides the agent with:
- Message structure — a proven format for acknowledgments, clarification questions, and troubleshooting instructions
- Tone and language guidelines — warm, professional communication that represents your team well
- Smart question filtering — prevents the agent from asking users about things the MSP can check internally (like account status or license assignments)
- Safety guardrails — ensures the agent never shares unconfirmed diagnosis, credentials, or unrealistic timeline promises with end users
- Situation templates — ready-to-use patterns for common scenarios like outages, vendor escalations, and resolution confirmations
Why It Matters
- Professional consistency — every end user interaction follows the same quality standards, regardless of ticket type or complexity.
- Built-in safety — the agent won’t accidentally share internal analysis, make promises it can’t keep, or ask users to perform admin-level actions.
- Reduced cognitive load — messages are concise and clear, so end users know exactly what’s happening and what (if anything) they need to do.
- Customizable — your custom instructions always take priority, so you can override any default behavior to match your company’s communication style.
Use custom instructions to tailor the agent’s communication style. For example, add a specific sign-off, adjust the greeting format, or define how your team handles scheduling requests.
