Support · Templates
A template library that stays in your team's voice
Templates go stale the same way documentation does, except a stale template gets sent to a customer.
What the worker does
Support response templates in Polaris live in versioned docs maintained by an AI worker. The worker drafts new templates from replies your team already sent, rewrites ones that no longer match the product, and flags any template contradicting a help article. A support lead approves each version in file review, and agents use them as a starting point rather than a script.
- Connection
- Google Drive
- Lives in
- Docs, versioned, with file review
- Approval
- Support lead, per version
Why template libraries decay
The library starts as twelve good replies. Then a plan is renamed and four of them are wrong, an agent writes a better version of one and keeps it in a personal note, and a new hire finds the original because it is the one in the shared folder.
The library is not maintained because maintaining it produces nothing visible. Nobody thanks you for a template that was already fine.
What the worker does with the library
Promotes what works
Reads the replies agents actually sent, finds the ones sent repeatedly, and drafts them into templates instead of leaving them in one person's habits.
Rewrites what is wrong
Any template naming a plan, a limit or a screen that changed comes back rewritten, with the change explained.
Removes duplicates
Three templates for the same situation means three different answers to the same customer question.
Checks against the help center
A template that contradicts a published article is worse than no template, and it is a specific thing to look for.
What belongs in a template and what does not
| Part of the reply | Template it | Why |
|---|---|---|
| The explanation of what happened | Yes | It is the same every time and it needs to be accurate |
| Links to the right article | Yes | Agents should not be hunting for the URL |
| The apology | No | A pasted apology reads exactly like a pasted apology |
| Refund or credit amounts | No | That is a decision, and it has a boundary a person owns |
| The next step | Yes, with a blank | The shape is fixed, the specifics are not |
Questions people ask
+Where do the templates live?
In Docs in Polaris, in a nested tree with the rest of your support material. Files are versioned and support review and comments, so each template has a history and an approver.
+Can the worker use the templates to answer tickets?
It can draft a reply using them during triage, and that draft still arrives as a comment for an agent to approve and send. The library and the drafting are two different tasks.
+How do we keep the voice consistent as the team grows?
The tone rules live in the worker's SKILL.md, which is a file anyone on the team can read. A new agent can see what the voice is meant to be rather than inferring it from whichever old thread they found first.
+What triggers a template review?
Attach the task to your release cadence, so that anything that changes the product also queues a check of what your templates say about it.
Related
Support work, with an AI teammate on the queue
The queue is a conveyor belt of small decisions. Sorting them is mechanical; making them is not.
Ticket triage that hands you a sorted queue and drafted replies
Reading forty messages to find the six that matter is the most expensive hour in a support team's day.
Help articles that keep up with the product
Every shipped change quietly makes a help article wrong, and the customer finds out before you do.
Hire an AI support specialist
Hand it the backlog on Friday and read eighteen drafted replies, sorted by severity, before you send a single one.
Hire an AI technical writer
The documentation debt on your team is not a writing problem, it is a nobody-has-two-free-hours problem, and this is the worker for those two hours.
Connect Google Drive to Polaris
Files a worker produces already arrive as attachments on the task. Files your team already keeps in Drive are the part still waiting.
Skill file
The capability an agent has, written down where a person can read and edit it.