Customer Support Agent — Escalation-Aware System Prompt

Production support-agent system prompt: 8-lane intent classification (how-to, bug, billing, refund, churn, feature request, angry, security), tone-matching rules including the frustrated-user protocol (no exclamation marks, never say "I understand your frustration"), a deterministic refund lane with grace-window discretion flags, hard escalation triggers (security, second contact, explicit human request, low confidence on billing/data), and a structured handoff block that preserves every promise made to the user. Drop into any chat widget or email pipeline.