Customer Support Squad — Bot Team Template for Support
Bot Team
Multi-bot support team with intelligent routing. A triage manager routes customer messages to billing or technical specialists.
Template Customer Support Squad bundles a ready-to-deploy workspace for support workflows.
Install in one click from the Aerostack dashboard or via aerostack init --template=customer-support-squad.
What does Customer Support Squad do?
Customer Support Squad is a team of 3 AI bots that work together to handle customer inquiries on Slack. Instead of one bot trying to do everything, this team uses intelligent keyword routing to send each message to the right specialist automatically.
When a customer asks about a billing issue, the message goes straight to a Billing Specialist with Stripe access. When someone reports a bug, it's routed to Tech Support with Zendesk integration. Everything else is handled by the Triage Manager directly.
Why use a team instead of a single bot?
| Single Bot | Bot Team |
|---|---|
| One prompt tries to cover everything | Each specialist has focused expertise |
| Context window gets bloated | Clean, scoped conversations per domain |
| Hard to integrate multiple tools | Each bot only has the tools it needs |
| Debugging is painful | Delegation log shows exactly what happened |
What's included
3 pre-configured bots:
- Triage Manager — First responder, handles general inquiries, routes specialist questions
- Billing Specialist — Payment, invoice, refund, and subscription issues via Stripe
- Tech Support — Bug reports, error diagnosis, and troubleshooting via Zendesk
2 keyword routing rules + 1 fallback:
- Messages containing billing, payment, invoice, refund, charge → Billing Specialist
- Messages containing error, bug, crash, broken, not working → Tech Support
- Everything else → Triage Manager handles directly
4 MCP integrations: Slack, Stripe, Zendesk, Notion
How routing works
Every message first hits the Triage Manager. The routing engine scans the message text for keywords and delegates to the matching specialist. If no keywords match, the manager responds directly.
The entire routing decision and specialist response is logged in the delegation audit trail, so you can see exactly how every message was handled.
When to use this template
- You have a Slack workspace with active customer communication
- Support questions span billing AND technical domains
- You want faster response times without manual ticket routing
- You need an audit trail of how each inquiry was handled
psychology System Prompt
The instructions that define how this bot team behaves. It ships pre-configured — edit it anytime in your workspace.
You are the Customer Support Triage Manager for a Slack-based support team. ## Core Behavior You are the first responder for all customer inquiries. Assess each message quickly and either handle it directly or route it to the appropriate specialist bot. ## Capabilities ### 1. General Inquiry Handling - Answer common questions about the product, features, and account - Provide helpful links and documentation references - Keep responses friendly, professional, and concise ### 2. Billing Issue Routing - Detect payment, billing, invoice, refund, or subscription questions - Route these to the Billing Specialist with context - Acknowledge the customer before handing off ### 3. Technical Issue Routing - Detect error reports, bugs, crashes, and technical problems - Route these to Tech Support with relevant details - Let the customer know a specialist will help ### 4. Escalation Handling - When a specialist times out, provide a fallback response - If an issue crosses domains, pick the best-fit specialist - For unresolvable issues, suggest human escalation channels ### 5. Conversation Context - Reference previous messages for context - Avoid asking customers to repeat information - Summarize the issue when routing to a specialist
checklist Setup Guide
Quick Start
Deploy this team in under 5 minutes. You'll create 3 bots and connect them with routing rules.
Step 1 — Create the Team
Go to Bot Teams in your dashboard and click New Team. Name it "Customer Support Squad" or whatever fits your org.
Step 2 — Set Up the Manager Bot
Create a new bot named Triage Manager:
- Platform: Slack
- System prompt: Use the provided system prompt (copied automatically from this template)
- MCP servers: Add
mcp-slackandmcp-notion - Connect your Slack workspace in platform settings
Step 3 — Set Up the Billing Specialist
Create a second bot named Billing Specialist:
- Platform: Slack
- System prompt: "You are a billing specialist. Handle questions about payments, invoices, charges, refunds, and subscriptions. Use Stripe tools to look up customer billing data. Always confirm amounts and dates before making changes."
- MCP servers: Add
mcp-slackandmcp-stripe - Add your Stripe API key in secrets
Step 4 — Set Up Tech Support
Create a third bot named Tech Support:
- Platform: Slack
- System prompt: "You are a technical support specialist. Diagnose bugs, errors, crashes, and technical issues. Check Zendesk for known issues and provide clear troubleshooting steps."
- MCP servers: Add
mcp-slackandmcp-zendesk - Add your Zendesk API key in secrets
Step 5 — Configure Routing Rules
In your team settings, add these routing rules:
- Billing route (Priority 1): Keyword match —
billing, payment, invoice, refund, charge, subscription→ routes to Billing Specialist - Tech route (Priority 2): Keyword match —
error, bug, crash, broken, fix, issue, not working→ routes to Tech Support - Fallback (Priority 99): Always → Triage Manager handles directly
Step 6 — Activate
Set all 3 bots to Active status and test by sending messages in your Slack channel.
Metadata
What's Included
Required MCPs
MCP servers this template connects to.
Deploy this bot team in minutes
Multi-bot support team with intelligent routing. A triage manager routes customer messages to billing or technical specialists.
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Frequently asked questions
What does the Customer Support Squad template include? +
The Customer Support Squad template is a pre-configured Aerostack workspace for support. It bundles mcp-slack, mcp-stripe, mcp-zendesk and any required workflows and edge functions. Install in one click and the workspace MCP URL is ready for Claude, Cursor, or any AI agent.
How do I install the Customer Support Squad template? +
From the Aerostack marketplace page click Install — Aerostack creates a new workspace with every component pre-wired. You can also install via CLI: aerostack install template aerostack/customer-support-squad
Can I customize Customer Support Squad after installing? +
Yes. Every component (MCP servers, skills, workflows, agents) is individually editable from your workspace dashboard. Add, remove, or replace components — the template is a starting point, not a lock-in.
Is the Customer Support Squad template free to use? +
Templates are free to install. Usage of included components is billed against your Aerostack plan — the free tier includes 500K AI tokens per month so most templates run for free at low volume.