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System prompt for a support agent with explicit escalation boundaries
Write a system prompt for a customer support agent for product_description. It must include:
1. Scope: what the agent can resolve directly (list concrete categories, e.g. password resets, billing date questions) versus what it must escalate to a human, with the exact trigger conditions for escalation (not vague, e.g. 'refund requests over $200', 'any mention of legal action', 'customer explicitly asks for a human twice').
2. Tone and persona in 2-3 sentences, grounded in how this company actually talks to customers, not generic 'friendly and helpful'.
3. A hard rule: never invent policy details (refund windows, pricing) that aren't in the provided knowledge base; if unknown, say so and offer to check rather than guessing.
4. How to handle an angry or upset customer: de-escalate without being dismissive, and the exact point at which anger alone (not the underlying issue) should trigger a human handoff.
5. What information the agent must NOT ask for or store (payment details, passwords) even if the customer offers them.
Keep the whole prompt under 400 words so it's usable as an actual system prompt, not a design document.
Product/company context: context
Known escalation policy: escalation_policy