Getting it into your agent
One page per mod, every tool's command on it. A separate URL per tool would split the same page into five that compete with each other.
npx agentmods add skills/djbelieny/nova/customer-supportnpx skills add djbelieny/nova --skill customer-supportgit clone --depth 1 https://github.com/djbelieny/novaWrote this? Show the measurements
A badge with what this costs and how it scanned, read live from this page, so it follows the numbers instead of freezing them. Markdown for a README, HTML for a documentation site or a project page.
[](https://agentmods.dev/skills/djbelieny/nova/customer-support)<a href="https://agentmods.dev/skills/djbelieny/nova/customer-support"><img src="https://agentmods.dev/badge/skills/djbelieny/nova/customer-support.svg" alt="Measured on agentmods" height="20"></a>What it costs to keep this loaded
Counted locally with the o200k_base tokenizer, which is exact for GPT models; Claude uses its own tokenizer and its counts differ. Treat this as one consistent yardstick across the catalogue rather than a bill. Prices are per million input tokens.
| Model | Per session | Once invoked |
|---|---|---|
| Fable 5.1 | $0.00062 | $0.01762 |
| Opus 5 | $0.00031 | $0.00881 |
| Sonnet 5 | $0.00012 | $0.00352 |
| Haiku 4.5 | $0.00006 | $0.00176 |
Grade A, and why
customer-support scanned grade A with 0 findings against 26 rules in 11 categories — prompt injection, anti-refusal, data exfiltration, privilege escalation, supply chain, agent snooping, system-prompt leakage, SSRF and excessive agency — measured 5d ago.
A static scan of the body, not an audit. Every finding is printed with the line that produced it so you can judge whether it matters here. A mod is markdown that instructs an agent; that is exactly why what it instructs is worth reading.
Nothing flagged
None of the 26 patterns this scan looks for appear in this file: no shell pipes, no recursive deletes, no credential paths, no hidden text, no instruction-override or anti-refusal phrasing, no agent-config snooping. That is not a guarantee, it is the absence of the things that are checkable.
How it starts
The opening of the file, as written. The whole thing — 241 lines — stays where its author put it; the contents beside it link to each section on GitHub.
Customer Support
This skill handles customer support operations — from drafting individual responses to building complete support systems and playbooks.
When to Use This Skill
- Drafting responses to customer complaints, questions, or feedback
- De-escalating angry or frustrated customers
- Creating FAQ pages and knowledge bases
- Building support response templates
- Triaging and prioritizing support tickets
- Analyzing support trends and common issues
- Writing apology emails or service recovery messages
- Creating onboarding guides for customers
- Setting up support workflows and escalation paths
- Training support team members
Response Framework
The HEARD Method (for all support interactions)
- Hear — Acknowledge what they said specifically (not generic "we understand")
- Empathize — Show you get why it's frustrating/concerning
- Apologize — Take ownership (even if it's not your fault)
- Resolve — State the specific action you're taking
- Delight — Add something unexpected (discount, priority, extra help)
Tone Guidelines
Always:
- Use the customer's name
- Write like a human, not a bot
- Be specific about next steps and timelines
- Own the problem ("I'll fix this" not "this will be looked into")
- Match their urgency level
Never:
- Use corporate jargon ("per our policy", "at this time")
- Blame the customer ("you should have...")
- Make promises you can't keep
- Use passive voice for accountability ("a mistake was made")
- Copy-paste generic responses without personalization
Response Templates by Situation
Complaint / Something Went Wrong
Hey [Name],
I completely understand your frustration with [specific issue] — that's not the experience we want for you.
I've [specific action taken: issued a refund / escalated to team / fixed the issue], and you should see [result] within [timeframe].
To make up for the trouble, [delight: here's a discount / I've upgraded your account / I've added X to your account].
If anything else comes up, reply here and I'll handle it personally.
[Your name]
What this file has done since we first saw it
Hashed on every crawl. A supply-chain change to an agent config is a question of when, not whether, so the history is kept rather than the latest state alone.
- 5d ago First seen · 241 lines · 62 tokens per session scan A 7509571c3145
customer-support is a skill published in the GitHub repository djbelieny/nova (5 stars, last pushed 1mo ago), licensed MIT. It adds 62 tokens to every session and 1,762 once invoked, about $0.0003 per session on Opus 5. A static security scan graded it A with 0 findings. No closer match exists in the catalogue, so it is treated as the original; first seen 2026-08-31.
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