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Define tools for the support agent.
Passed 18 of 20 test cases with the skill, and 5 of 20 without it.
and 16 more in the full report
14 fixed6 passed either way2 still failing0 broke
Tokens, turns and time describe resource use, not a dollar price.
One of 14 test cases the skill fixed. Same model, same prompt, with and without the skill.
What utility function is used to fetch application configurations in tool execution, and what is its caching TTL?
| Checked | Without skill | With skill |
|---|---|---|
| The function name is getApp | Missed | Passed |
| The cache TTL is 5 minutes | Passed | Passed |
The instructions your model reads when the skill loads.
Tools are the agent's hands. Every action the agent can take is a tool with defined parameters, approval requirements, and execution logic.
import { Agent } from '@mastra/core'
import { supportTools } from './tools'
export const supportAgent = new Agent({
name: 'support-agent',
instructions: `
You are a support agent for Skill Recordings products.
Your goal is to resolve customer issues quickly and empathetically.
## Authority Levels
AUTO-APPROVE (do immediately):
- Magic link requests
- Password reset requests
- Refunds within 30 days of purchase
- Transfers within 14 days of purchase
- Email/name updates
REQUIRE-APPROVAL (draft action, wait for human):
- Refunds 30-45 days after purchase
- Transfers after 14 days
- Bulk seat management
- Account deletions
ALWAYS-ESCALATE (flag for human, do not act):
- Angry/frustrated customers (detect sentiment)
- Legal language (lawsuit, lawyer, etc.)
- Repeated failed interactions
- Anything you're uncertain about
## Response Style
- Be personal, use first names
- Be concise, not verbose
test cases passed, vs 5 / 20 without
More skills from the same source and nearby in the registry, with their headline benchmark lift.