Guided Checklists

v7 Fully Autonomous

Purpose

Support Toolkit variant exploring a split-pane layout for support agents and CSMs helping customers. Shows customer context alongside issue checklist with resolution scripts. Part of a 10-variant research series.

Variant Focus

The "helping someone else" mental model. Unlike other variants where users fix their own issues, this variant is designed for support agents who need customer history, account context, and resolution scripts to help customers resolve their problems.

Prompt

This version was generated autonomously by a sub-agent. The prompt below is the exact prompt given to the build agent — it was crafted by the orchestrating agent based on the origination prompt and research phase.

Build guided-checklists-v7.html — the "Support Toolkit" variant for the Guided Checklists experiment series.

Name: Support Toolkit
Tagline: "Here's what's wrong with their account."
Version: v7

Core Concept: A support agent's split-pane view showing customer context alongside issue checklist. Designed for CSMs and support agents helping customers. Shows history, related tickets, and resolution scripts.

Exposure Method: Dedicated toolbar button when in "Support Mode". Always visible when viewing a customer account.

Presentation Style: Split-pane layout. Left: customer context (profile, history, tickets). Right: issue checklist with resolution scripts.

Target Persona: Support agent, customer success manager. Helping someone ELSE fix their issues. Needs customer context and history.

Platform: Web (optimized for desktop side-by-side with ticketing system).

Key UI Elements:
- Split pane (40/60 ratio)
- Customer profile card (name, company, plan tier badge)
- Customer timeline (recent activity)
- Related ticket links
- Issue checklist with resolution scripts
- "Copy to ticket" button on each issue
- Internal notes (support-only, not visible to customer)
- Plan tier indicators (affects available fixes)
- "Last contacted" and "Account health" badges

Sample Customer Context:
Customer: Sarah Johnson, Acme Corp
Plan: Enterprise (green badge)
Health Score: 72/100
Last Contact: 3 days ago (phone call)
Open Tickets: 2
Recent Activity: Changed password, Updated billing, API error logged

Sample Issues for This Customer:
1. "API rate limit hit 3 times this week" — Script: "Check their integration setup, may need plan upgrade"
2. "SSO configuration incomplete" — Script: "Walk through SSO wizard, common issue with Okta"
3. "Team member invite pending 7 days" — Script: "Resend invite or check spam folder"

Color/Mood: Professional, efficient. Support tool aesthetic. Green for customer health, amber for issues.

Interaction Patterns:
- Radio buttons for customer/ticket selection
- Checkbox for expand/collapse resolution scripts
- Focus-within for "Copy to ticket" highlight
- Hover on timeline for details

Device Preview: Include desktop/mobile/fullscreen switcher.

Origination Prompt

This experiment is part of a research-driven series. View the origination prompt →

Versions

Origination Prompt → v10 Ambient Intelligence v9 Task Triage v8 Proactive Monitor v7 Support Toolkit v6 Contextual Whisper v5 Executive Dashboard v4 AI Collaborator v3 Mobile Fixer v2 Gentle Guide v1 Command Center

Sarah Johnson

Acme Corp

Enterprise Health: 72/100 Last contact: 3 days ago

Open Tickets

Team Members

98.2%

Uptime

14mo

Customer Since

Recent Activity

Filter

API Error Logged

Rate limit exceeded on /api/v2/users endpoint

2 hours ago

Password Changed

Sarah Johnson updated account password

1 day ago

Phone Call

Discussed billing questions with support

3 days ago

Billing Updated

New credit card added to account

3 days ago

Ticket Submitted

SSO configuration help requested

5 days ago

Issues for Sarah Johnson

3 active issues detected for this customer account

Active (3) Resolved (12) All

API rate limit hit 3 times this week

API Detected 2 hours ago Related to #4498

Resolution Script

Customer's integration is making too many API calls. This is common with their CRM setup. Check if they need a plan upgrade or if their integration can be optimized.

1 Ask which integration they're using (common: Salesforce, HubSpot, custom)

2 Check their API usage dashboard in Admin > API > Usage

3 Suggest batch requests or webhook subscriptions instead of polling

4 If needed, discuss upgrading to higher API tier (Enterprise+ includes 10x limit)

Enterprise plan: Eligible for API limit increase

Copy to Ticket #4498

SSO configuration incomplete

SSO Pending 5 days Related to #4521

Resolution Script

SSO setup started but not completed. This is a common issue with Okta configurations where the SAML assertion URL is incorrect.

1 Verify their identity provider (they mentioned Okta in ticket)

2 Walk through Admin > Security > SSO Configuration

3 Common fix: Ensure ACS URL matches exactly (case-sensitive)

4 Test with their admin account first, then roll out to team

Copy to Ticket #4521

Team member invite pending 7 days

User Management Auto-detected No ticket

Resolution Script

A team member invitation has been pending for over a week. The invitee may not have received the email or it went to spam.

1 Ask if they want to resend the invite (Admin > Team > Pending)

2 Verify the invitee's email address is correct

3 Suggest checking spam/junk folder for invite from noreply@platform.com

4 Offer to send a direct invite link if email delivery is blocked

Create New Ticket

Internal Notes (Not visible to customer)

Account context: Acme Corp is a strategic account. They renewed last quarter with 20% expansion. Sarah is the primary admin and has direct contact with our account executive (Mike T.).

Previous escalation: Had a billing dispute in Q2 that was resolved with 1-month credit. Be mindful of their experience.