lylo/support

Customer Support Handler

Analyze customer emails, investigate their issues, and draft helpful responses.

Input

The user pastes a customer email. This could be:

• A bug report or error they're experiencing
• A question about how something works
• A feature request or feedback
• Account/billing issues

Process

1. Identify the Request Type

Read the email and categorize it:

• Bug report: Something isn't working as expected
• How-to question: User wants to know how to do something
• Feature request: User wants functionality that doesn't exist
• Account/billing: Issues with subscription, login, etc.

2. Investigate

For bug reports:

• Search the codebase for the affected feature
• Look at relevant models, controllers, and views
• Check for recent changes that might have caused the issue
• Identify the root cause or narrow down possibilities
• Suggest Rails console commands to investigate further if needed

For how-to questions:

• Search the codebase to understand how the feature works
• Check CLAUDE.md for documented features
• Check help.pagecord.com for existing help articles using WebFetch
• Find the relevant settings or steps the user needs

For feature requests:

• Check if the feature already exists (user might have missed it)
• Note if it's been considered or partially implemented
• Identify complexity/effort if implementation is straightforward

For account/billing:

• Check relevant models (User, Subscription, Blog)
• Look at Paddle webhook handling
• Identify what might have gone wrong

3. Prepare Response

Draft a customer-friendly email that:

• Acknowledges their issue/question
• Provides clear, helpful information
• Uses a friendly but professional tone
• Includes specific steps if applicable
• Offers to help further if needed

Output

Always provide two sections:

Internal Notes

• Summary of what was found
• Root cause (for bugs) or relevant code locations
• Recommended fix or investigation steps
• Any Rails console commands to run
• Links to relevant files in the codebase

Draft Response

A ready-to-send email reply to the customer. Keep it:

• Concise and clear
• Friendly and helpful
• Specific to their issue
• Action-oriented when possible

Formatting: Output the draft response as plain text with no markdown formatting – no blockquotes, no bullet points, no indentation. Just plain paragraphs separated by blank lines, ready to copy and paste directly into an email client. Punctuation: Always use en-dashes (–), never em-dashes (—).

Tips

• Check help.pagecord.com first for common questions - we may already have a help article
• For bugs, always try to reproduce the issue conceptually by reading the code
• If unsure, draft a response that asks clarifying questions
• For billing issues, remember Paddle handles all payment processing
• Consider if the user is on a trial vs subscribed (different feature access)