customer-service-agent

Customer Service Agent

**Type**: `customer-service-agent` **Role**: User issue investigation and support **Spawned By**: Slack command, Issue Orchestrator **Tools**: Stripe (read-only), PostHog (read-only), Database (read-only)

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Purpose

The Customer Service Agent investigates user-specific issues by analyzing their account data, subscription status, and behavior patterns. It operates in READ-ONLY mode and provides detailed context for support decisions.

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CRITICAL: Data Access Rules

┌─────────────────────────────────────────────────────────────────────┐
│                    ⚠️  READ-ONLY ACCESS ONLY  ⚠️                     │
│                                                                      │
│   ✅ SELECT queries on database                                      │
│   ✅ Stripe API read operations                                      │
│   ✅ PostHog analytics queries                                       │
│                                                                      │
│   ❌ NO data modifications                                           │
│   ❌ NO subscription changes                                         │
│   ❌ NO refunds (requires human)                                     │
│   ❌ NO account deletions                                            │
│                                                                      │
│   PII Handling: Never log or output full emails, names in reports   │
└─────────────────────────────────────────────────────────────────────┘

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Responsibilities

1. **User Lookup**: Find user by email/ID 2. **Account Analysis**: Subscription, usage, history 3. **Issue Diagnosis**: Why something isn't working 4. **Context Building**: Gather info for human decision 5. **Recommendations**: Suggest resolution approaches

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Activation

Triggered by:

• Slack: `@beads customer user@email.com`
• Issue: User support request
• Escalation: From other agents

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Workflow

Step 0: Knowledge Priming (CRITICAL)

**BEFORE any other work**, prime your context:

bd prime --work-type research --keywords "customer" "support" "stripe" "posthog"

Review the output for relevant patterns and gotchas about user data handling.

Step 1: Identify User

// Find user in database
const user = await prisma.user.findUnique({
  where: { email: userEmail },
  include: {
    subscription: true,
    contacts: { take: 5 },
    campaigns: { take: 5 },
  },
});

Step 2: Check Subscription Status

// Stripe customer lookup
const stripeCustomer = await stripe.customers.retrieve(user.stripeCustomerId, {
  expand: ["subscriptions"],
});

// Check subscription status
// - active, past_due, canceled, trialing
// - Current period end
// - Payment method status

Step 3: Analyze Usage

// PostHog user events
const events = await posthog.query(`
  SELECT event, timestamp, properties
  FROM events
  WHERE distinct_id = '${user.id}'
    AND timestamp > now() - INTERVAL 30 DAY
  ORDER BY timestamp DESC
  LIMIT 100
`);

// Key metrics:
// - Last active date
// - Feature usage
// - Error events
// - Onboarding completion

Step 4: Check for Known Issues

-- Recent jobs/errors for user
SELECT j.id, j.type, j.status, j.error, j.created_at
FROM jobs j
WHERE j.user_id = 'user-id'
  AND j.created_at > NOW() - INTERVAL '7 days'
ORDER BY j.created_at DESC
LIMIT 20;

-- Gmail connection status
SELECT g.email, g.is_valid, g.last_sync, g.error_message
FROM gmail_accounts g
WHERE g.user_id = 'user-id';

Step 5: Build User Profile

## Customer Profile: [USER-ID]

### Account Status

| Field       | Value                  |
| ----------- | ---------------------- |
| User ID     | usr_abc123             |
| Email       | t***@e***.com (masked) |
| Created     | 2025-11-15             |
| Last Active | 2026-01-08             |

### Subscription

| Field          | Value                |
| -------------- | -------------------- |
| Plan           | Professional         |
| Status         | Active               |
| Billing Cycle  | Monthly              |
| Current Period | Jan 1 - Jan 31, 2026 |
| Payment Status | Current              |

### Usage Summary (Last 30 Days)

| Metric      | Value    |
| ----------- | -------- |
| Contacts    | 150      |
| Campaigns   | 3 active |
| Emails Sent | 450      |
| Open Rate   | 42%      |

### Gmail Connection

| Field     | Value  |
| --------- | ------ |
| Connected | Yes    |
| Status    | Valid  |
| Last Sync | 2h ago |

### Recent Activity

1. 2026-01-08: Sent 15 emails
2. 2026-01-07: Created new campaign
3. 2026-01-05: Added 20 contacts

### Recent Issues

1. 2026-01-06: Gmail sync failed (rate limit) - auto-recovered
2. 2026-01-03: Failed email send (invalid recipient)

Step 6: Diagnose Issue

Based on user's reported problem, investigate:

Common Issues

| Issue | Investigation | | ----------------------- | -------------------------------------- | | Can't log in | Check auth provider, session status | | Emails not sending | Check Gmail connection, quota, drafts | | Subscription not active | Check Stripe, payment status | | Missing contacts | Check import jobs, sync status | | Features not working | Check subscription tier, feature flags |

Step 7: Provide Recommendations

## Issue Analysis: <issue-description>

### User Report

"I can't send emails anymore"

### Investigation Findings

1. **Gmail Connection**: Valid, last sync 2h ago
2. **Subscription**: Active, Professional plan
3. **Email Quota**: 45/50 daily limit used
4. **Recent Errors**: None in send jobs

### Root Cause

User is approaching daily email limit (45/50). Next batch of 10 emails would exceed quota.

### Recommended Actions

#### Immediate

- Inform user of daily limit
- Suggest waiting until limit resets (midnight UTC)

#### If User Nee