supermemory/apps/docs/cookbook/customer-support.mdx

---
title: "Customer Support Bot"
description: "Build an intelligent support system that remembers customer history and provides personalized help"
---

Create a customer support system that remembers every interaction, tracks issues across conversations, and provides personalized support based on customer history and preferences.

## What You'll Build

A customer support bot that:
- **Remembers customer history** across all conversations and channels
- **Tracks ongoing issues** and follows up automatically
- **Provides personalized responses** based on customer tier and preferences
- **Escalates complex issues** to human agents with full context
- **Learns from resolutions** to improve future responses

## Prerequisites

- Node.js 18+ or Python 3.8+
- Supermemory API key
- OpenAI API key
- Customer database or CRM integration
- Basic understanding of customer support workflows

## Implementation

### Step 1: Customer Context Management

<Tabs>
  <Tab title="Next.js">
    ```typescript lib/customer-context.ts
    import { Supermemory } from 'supermemory'

    const client = new Supermemory({
      apiKey: process.env.SUPERMEMORY_API_KEY!
    })

    interface Customer {
      id: string
      email: string
      name: string
      tier: 'free' | 'pro' | 'enterprise'
      joinDate: string
      preferences?: Record<string, any>
    }

    interface SupportTicket {
      id: string
      customerId: string
      subject: string
      status: 'open' | 'pending' | 'resolved' | 'closed'
      priority: 'low' | 'medium' | 'high' | 'urgent'
      category: string
      createdAt: string
      updatedAt: string
      assignedAgent?: string
    }

    export class CustomerContextManager {
      private getContainerTag(customerId: string): string {
        return `customer_${customerId}`
      }

      async addInteraction(customerId: string, interaction: {
        type: 'chat' | 'email' | 'phone' | 'ticket'
        content: string
        channel: string
        outcome?: 'resolved' | 'escalated' | 'pending'
        agentId?: string
        metadata?: Record<string, any>
      }) {
        try {
          const result = await client.add({
            content: `${interaction.type.toUpperCase()}: ${interaction.content}`,
            containerTag: this.getContainerTag(customerId),
            metadata: {
              type: 'customer_interaction',
              interactionType: interaction.type,
              channel: interaction.channel,
              outcome: interaction.outcome,
              agentId: interaction.agentId,
              timestamp: new Date().toISOString(),
              ...interaction.metadata
            }
          })

          return result
        } catch (error) {
          console.error('Failed to add customer interaction:', error)
          throw error
        }
      }

      async getCustomerHistory(customerId: string, limit: number = 10) {
        try {
          const memories = await client.documents.list({
            containerTags: [this.getContainerTag(customerId)],
            limit,
            sort: 'updatedAt',
            order: 'desc'
          })

          return memories.memories.map(memory => ({
            id: memory.id,
            content: memory.content,
            type: memory.metadata?.interactionType || 'unknown',
            channel: memory.metadata?.channel,
            outcome: memory.metadata?.outcome,
            timestamp: memory.metadata?.timestamp || memory.createdAt,
            agentId: memory.metadata?.agentId
          }))
        } catch (error) {
          console.error('Failed to get customer history:', error)
          throw error
        }
      }

      async searchCustomerContext(customerId: string, query: string) {
        try {
          const results = await client.search.memories({
            q: query,
            containerTag: this.getContainerTag(customerId),
            threshold: 0.6,
            limit: 5,
            rerank: true
          })

          return results.results.map(result => ({
            content: result.memory,
            similarity: result.similarity,
            metadata: result.metadata
          }))
        } catch (error) {
          console.error('Failed to search customer context:', error)
          throw error
        }
      }

      async trackIssue(customerId: string, issue: {
        subject: string
        description: string
        category: string
        priority: 'low' | 'medium' | 'high' | 'urgent'
        status: 'open' | 'pending' | 'resolved'
      }) {
        try {
          const issueContent = `ISSUE: ${issue.subject}\n\nDescription: ${issue.description}\nCategory: ${issue.category}\nPriority: ${issue.priority}\nStatus: ${issue.status}`

          const result = await client.add({
            content: issueContent,
            containerTag: this.getContainerTag(customerId),
            metadata: {
              type: 'support_issue',
              subject: issue.subject,
              category: issue.category,
              priority: issue.priority,
              status: issue.status,
              createdAt: new Date().toISOString()
            }
          })

          return result
        } catch (error) {
          console.error('Failed to track issue:', error)
          throw error
        }
      }

      async updateIssueStatus(issueId: string, status: 'open' | 'pending' | 'resolved' | 'closed', resolution?: string) {
        try {
          // Note: In a real implementation, you'd update the memory
          // For now, we'll add a status update
          const memory = await client.documents.get(issueId)
          const customerId = memory.containerTags?.[0]?.replace('customer_', '') || ''

          const updateContent = `ISSUE UPDATE: ${memory.metadata?.subject}\nStatus changed to: ${status}${resolution ? `\nResolution: ${resolution}` : ''}`

          return await this.addInteraction(customerId, {
            type: 'ticket',
            content: updateContent,
            channel: 'internal',
            outcome: status === 'resolved' ? 'resolved' : 'pending',
            metadata: {
              originalIssueId: issueId,
              statusUpdate: true
            }
          })
        } catch (error) {
          console.error('Failed to update issue status:', error)
          throw error
        }
      }
    }
    ```
  </Tab>

  <Tab title="Python">
    ```python customer_context.py
    from supermemory import Supermemory
    import os
    from typing import Dict, List, Any, Optional
    from datetime import datetime
    from enum import Enum

    class InteractionType(Enum):
        CHAT = "chat"
        EMAIL = "email"
        PHONE = "phone"
        TICKET = "ticket"

    class Priority(Enum):
        LOW = "low"
        MEDIUM = "medium"
        HIGH = "high"
        URGENT = "urgent"

    class Status(Enum):
        OPEN = "open"
        PENDING = "pending"
        RESOLVED = "resolved"
        CLOSED = "closed"

    class CustomerContextManager:
        def __init__(self):
            self.client = Supermemory(api_key=os.getenv("SUPERMEMORY_API_KEY"))

        def _get_container_tag(self, customer_id: str) -> str:
            return f"customer_{customer_id}"

        def add_interaction(self, customer_id: str, interaction: Dict[str, Any]) -> Dict:
            """Add a customer interaction to memory"""
            try:
                content = f"{interaction['type'].upper()}: {interaction['content']}"

                result = self.client.add(
                    content=content,
                    container_tag=self._get_container_tag(customer_id),
                    metadata={
                        'type': 'customer_interaction',
                        'interactionType': interaction['type'],
                        'channel': interaction['channel'],
                        'outcome': interaction.get('outcome'),
                        'agentId': interaction.get('agentId'),
                        'timestamp': datetime.now().isoformat(),
                        **interaction.get('metadata', {})
                    }
                )
                return result
            except Exception as e:
                print(f"Failed to add customer interaction: {e}")
                raise

        def get_customer_history(self, customer_id: str, limit: int = 10) -> List[Dict]:
            """Get customer interaction history"""
            try:
                memories = self.client.documents.list(
                    container_tags=[self._get_container_tag(customer_id)],
                    limit=limit,
                    sort='updatedAt',
                    order='desc'
                )

                return [
                    {
                        'id': memory.id,
                        'content': memory.content,
                        'type': memory.metadata.get('interactionType', 'unknown') if memory.metadata else 'unknown',
                        'channel': memory.metadata.get('channel') if memory.metadata else None,
                        'outcome': memory.metadata.get('outcome') if memory.metadata else None,
                        'timestamp': memory.metadata.get('timestamp', memory.created_at) if memory.metadata else memory.created_at,
                        'agentId': memory.metadata.get('agentId') if memory.metadata else None
                    }
                    for memory in memories.memories
                ]
            except Exception as e:
                print(f"Failed to get customer history: {e}")
                raise

        def search_customer_context(self, customer_id: str, query: str) -> List[Dict]:
            """Search customer's interaction history"""
            try:
                results = self.client.search.memories(
                    q=query,
                    container_tag=self._get_container_tag(customer_id),
                    threshold=0.6,
                    limit=5,
                    rerank=True
                )

                return [
                    {
                        'content': result.memory,
                        'similarity': result.similarity,
                        'metadata': result.metadata
                    }
                    for result in results.results
                ]
            except Exception as e:
                print(f"Failed to search customer context: {e}")
                raise

        def track_issue(self, customer_id: str, issue: Dict[str, str]) -> Dict:
            """Track a customer support issue"""
            try:
                issue_content = f"""ISSUE: {issue['subject']}

Description: {issue['description']}
Category: {issue['category']}
Priority: {issue['priority']}
Status: {issue['status']}"""

                result = self.client.add(
                    content=issue_content,
                    container_tag=self._get_container_tag(customer_id),
                    metadata={
                        'type': 'support_issue',
                        'subject': issue['subject'],
                        'category': issue['category'],
                        'priority': issue['priority'],
                        'status': issue['status'],
                        'createdAt': datetime.now().isoformat()
                    }
                )
                return result
            except Exception as e:
                print(f"Failed to track issue: {e}")
                raise

        def update_issue_status(self, issue_id: str, status: str, resolution: Optional[str] = None) -> Dict:
            """Update the status of a support issue"""
            try:
                # Get original issue
                memory = self.client.documents.get(issue_id)
                customer_id = (memory.container_tags[0] if memory.container_tags else '').replace('customer_', '')

                update_content = f"ISSUE UPDATE: {memory.metadata.get('subject', 'Unknown')}\nStatus changed to: {status}"
                if resolution:
                    update_content += f"\nResolution: {resolution}"

                return self.add_interaction(customer_id, {
                    'type': 'ticket',
                    'content': update_content,
                    'channel': 'internal',
                    'outcome': 'resolved' if status == 'resolved' else 'pending',
                    'metadata': {
                        'originalIssueId': issue_id,
                        'statusUpdate': True
                    }
                })
            except Exception as e:
                print(f"Failed to update issue status: {e}")
                raise
    ```
  </Tab>
</Tabs>

### Step 2: Support API with Context

<Tabs>
  <Tab title="Next.js API Route">
    ```typescript app/api/support/chat/route.ts
    import { streamText } from 'ai'
    import { createOpenAI } from '@ai-sdk/openai'
    import { CustomerContextManager } from '@/lib/customer-context'

    const openai = createOpenAI({
      apiKey: process.env.OPENAI_API_KEY!
    })

    const contextManager = new CustomerContextManager()

    interface Customer {
      id: string
      name: string
      email: string
      tier: 'free' | 'pro' | 'enterprise'
      joinDate: string
    }

    export async function POST(request: Request) {
      const {
        message,
        customerId,
        customer,
        conversationHistory = [],
        agentId
      } = await request.json()

      try {
        // Get customer history and context
        const [history, contextResults] = await Promise.all([
          contextManager.getCustomerHistory(customerId, 5),
          contextManager.searchCustomerContext(customerId, message)
        ])

        // Build customer context
        const customerContext = `
CUSTOMER PROFILE:
- Name: ${customer.name}
- Email: ${customer.email}
- Tier: ${customer.tier.toUpperCase()}
- Member since: ${customer.joinDate}

RECENT INTERACTIONS (Last 5):
${history.map(h => `- ${h.timestamp}: ${h.type.toUpperCase()} - ${h.content.substring(0, 100)}...`).join('\n')}

RELEVANT CONTEXT:
${contextResults.map(c => `- ${c.content.substring(0, 150)}... (${(c.similarity * 100).toFixed(1)}% relevant)`).join('\n')}
        `.trim()

        // Determine if escalation is needed
        const escalationKeywords = ['angry', 'frustrated', 'cancel', 'refund', 'legal', 'complaint', 'manager', 'supervisor']
        const needsEscalation = escalationKeywords.some(keyword =>
          message.toLowerCase().includes(keyword)
        ) || customer.tier === 'enterprise'

        const systemPrompt = `You are a helpful customer support agent with access to complete customer history and context.

CUSTOMER CONTEXT:
${customerContext}

SUPPORT GUIDELINES:
1. **Personalization**: Address the customer by name and reference their tier/history when relevant
2. **Context Awareness**: Use previous interactions to inform your response
3. **Tier-Specific Service**:
   - Free: Standard support, guide to self-service resources
   - Pro: Priority support, detailed explanations, proactive suggestions
   - Enterprise: White-glove service, immediate escalation path, dedicated attention

4. **Issue Tracking**: If this is a new issue, categorize it (billing, technical, account, product)
5. **Escalation**: ${needsEscalation ? 'This interaction may need human agent escalation - provide helpful response but prepare escalation summary' : 'Handle directly unless customer specifically requests human agent'}

RESPONSE STYLE:
- Professional but friendly
- Reference specific details from customer history when relevant
- Provide actionable next steps
- Include relevant links or resources for their tier level

If you cannot resolve the issue completely, prepare a clear summary for escalation to human agents.`

        const messages = [
          { role: 'system' as const, content: systemPrompt },
          ...conversationHistory,
          { role: 'user' as const, content: message }
        ]

        const result = await streamText({
          model: openai('gpt-5'),
          messages,
          temperature: 0.3,
          maxTokens: 800,
          onFinish: async (completion) => {
            // Store this interaction
            await contextManager.addInteraction(customerId, {
              type: 'chat',
              content: `Customer: ${message}\nAgent: ${completion.text}`,
              channel: 'web_chat',
              outcome: needsEscalation ? 'escalated' : 'resolved',
              agentId,
              metadata: {
                customerTier: customer.tier,
                needsEscalation,
                responseLength: completion.text.length
              }
            })

            // If this looks like a new issue, track it
            if (message.length > 50 && !contextResults.some(c => c.similarity > 0.8)) {
              const issueCategory = categorizeIssue(message)
              const priority = determinePriority(customer.tier, message)

              await contextManager.trackIssue(customerId, {
                subject: message.substring(0, 100),
                description: message,
                category: issueCategory,
                priority,
                status: needsEscalation ? 'pending' : 'open'
              })
            }
          }
        })

        return result.toAIStreamResponse({
          data: {
            needsEscalation,
            customerTier: customer.tier,
            contextCount: contextResults.length
          }
        })

      } catch (error) {
        console.error('Support chat error:', error)
        return Response.json(
          { error: 'Failed to process support request', details: error.message },
          { status: 500 }
        )
      }
    }

    function categorizeIssue(message: string): string {
      const categories = {
        billing: ['bill', 'charge', 'payment', 'refund', 'price', 'cost'],
        technical: ['error', 'bug', 'broken', 'not working', 'crash', 'slow'],
        account: ['login', 'password', 'access', 'settings', 'profile'],
        product: ['feature', 'how to', 'tutorial', 'help', 'guide']
      }

      const messageLower = message.toLowerCase()

      for (const [category, keywords] of Object.entries(categories)) {
        if (keywords.some(keyword => messageLower.includes(keyword))) {
          return category
        }
      }

      return 'general'
    }

    function determinePriority(tier: string, message: string): 'low' | 'medium' | 'high' | 'urgent' {
      const urgentKeywords = ['urgent', 'critical', 'emergency', 'down', 'broken']
      const highKeywords = ['important', 'asap', 'soon', 'problem']

      const messageLower = message.toLowerCase()

      if (urgentKeywords.some(keyword => messageLower.includes(keyword))) {
        return 'urgent'
      }

      if (tier === 'enterprise') {
        return highKeywords.some(keyword => messageLower.includes(keyword)) ? 'urgent' : 'high'
      }

      if (tier === 'pro') {
        return highKeywords.some(keyword => messageLower.includes(keyword)) ? 'high' : 'medium'
      }

      return 'low'
    }
    ```
  </Tab>

  <Tab title="Python FastAPI">
    ```python support_api.py
    from fastapi import FastAPI, HTTPException
    from fastapi.responses import StreamingResponse
    from pydantic import BaseModel
    from typing import List, Dict, Any, Optional
    import openai
    from customer_context import CustomerContextManager
    import json
    import os
    import re

    app = FastAPI()

    openai_client = openai.AsyncOpenAI(api_key=os.getenv("OPENAI_API_KEY"))
    context_manager = CustomerContextManager()

    class Customer(BaseModel):
        id: str
        name: str
        email: str
        tier: str
        joinDate: str

    class SupportRequest(BaseModel):
        message: str
        customerId: str
        customer: Customer
        conversationHistory: List[Dict[str, str]] = []
        agentId: Optional[str] = None

    def categorize_issue(message: str) -> str:
        """Categorize support issue based on message content"""
        categories = {
            'billing': ['bill', 'charge', 'payment', 'refund', 'price', 'cost'],
            'technical': ['error', 'bug', 'broken', 'not working', 'crash', 'slow'],
            'account': ['login', 'password', 'access', 'settings', 'profile'],
            'product': ['feature', 'how to', 'tutorial', 'help', 'guide']
        }

        message_lower = message.lower()

        for category, keywords in categories.items():
            if any(keyword in message_lower for keyword in keywords):
                return category

        return 'general'

    def determine_priority(tier: str, message: str) -> str:
        """Determine issue priority based on tier and message content"""
        urgent_keywords = ['urgent', 'critical', 'emergency', 'down', 'broken']
        high_keywords = ['important', 'asap', 'soon', 'problem']

        message_lower = message.lower()

        if any(keyword in message_lower for keyword in urgent_keywords):
            return 'urgent'

        if tier == 'enterprise':
            return 'urgent' if any(keyword in message_lower for keyword in high_keywords) else 'high'

        if tier == 'pro':
            return 'high' if any(keyword in message_lower for keyword in high_keywords) else 'medium'

        return 'low'

    @app.post("/support/chat")
    async def support_chat(request: SupportRequest):
        try:
            # Get customer history and context
            history = context_manager.get_customer_history(request.customerId, 5)
            context_results = context_manager.search_customer_context(request.customerId, request.message)

            # Build customer context
            customer_context = f"""
CUSTOMER PROFILE:
- Name: {request.customer.name}
- Email: {request.customer.email}
- Tier: {request.customer.tier.upper()}
- Member since: {request.customer.joinDate}

RECENT INTERACTIONS (Last 5):
{chr(10).join([f"- {h['timestamp']}: {h['type'].upper()} - {h['content'][:100]}..." for h in history])}

RELEVANT CONTEXT:
{chr(10).join([f"- {c['content'][:150]}... ({c['similarity']*100:.1f}% relevant)" for c in context_results])}
            """.strip()

            # Determine if escalation is needed
            escalation_keywords = ['angry', 'frustrated', 'cancel', 'refund', 'legal', 'complaint', 'manager', 'supervisor']
            needs_escalation = any(keyword in request.message.lower() for keyword in escalation_keywords) or request.customer.tier == 'enterprise'

            system_prompt = f"""You are a helpful customer support agent with access to complete customer history and context.

CUSTOMER CONTEXT:
{customer_context}

SUPPORT GUIDELINES:
1. **Personalization**: Address the customer by name and reference their tier/history when relevant
2. **Context Awareness**: Use previous interactions to inform your response
3. **Tier-Specific Service**:
   - Free: Standard support, guide to self-service resources
   - Pro: Priority support, detailed explanations, proactive suggestions
   - Enterprise: White-glove service, immediate escalation path, dedicated attention

4. **Issue Tracking**: If this is a new issue, categorize it (billing, technical, account, product)
5. **Escalation**: {'This interaction may need human agent escalation - provide helpful response but prepare escalation summary' if needs_escalation else 'Handle directly unless customer specifically requests human agent'}

RESPONSE STYLE:
- Professional but friendly
- Reference specific details from customer history when relevant
- Provide actionable next steps
- Include relevant links or resources for their tier level

If you cannot resolve the issue completely, prepare a clear summary for escalation to human agents."""

            messages = [
                {"role": "system", "content": system_prompt},
                *request.conversationHistory,
                {"role": "user", "content": request.message}
            ]

            response = await openai_client.chat.completions.create(
                model="gpt-5",
                messages=messages,
                temperature=0.3,
                max_tokens=800,
                stream=True
            )

            async def generate():
                full_response = ""
                async for chunk in response:
                    if chunk.choices[0].delta.content:
                        content = chunk.choices[0].delta.content
                        full_response += content
                        yield f"data: {json.dumps({'content': content})}\n\n"

                # Store interaction after completion
                context_manager.add_interaction(request.customerId, {
                    'type': 'chat',
                    'content': f"Customer: {request.message}\nAgent: {full_response}",
                    'channel': 'web_chat',
                    'outcome': 'escalated' if needs_escalation else 'resolved',
                    'agentId': request.agentId,
                    'metadata': {
                        'customerTier': request.customer.tier,
                        'needsEscalation': needs_escalation,
                        'responseLength': len(full_response)
                    }
                })

                # Track new issues
                if len(request.message) > 50 and not any(c['similarity'] > 0.8 for c in context_results):
                    issue_category = categorize_issue(request.message)
                    priority = determine_priority(request.customer.tier, request.message)

                    context_manager.track_issue(request.customerId, {
                        'subject': request.message[:100],
                        'description': request.message,
                        'category': issue_category,
                        'priority': priority,
                        'status': 'pending' if needs_escalation else 'open'
                    })

                yield f"data: {json.dumps({'done': True, 'needsEscalation': needs_escalation})}\n\n"

            return StreamingResponse(generate(), media_type="text/plain")

        except Exception as e:
            raise HTTPException(status_code=500, detail=f"Support chat error: {str(e)}")

    if __name__ == "__main__":
        import uvicorn
        uvicorn.run(app, host="0.0.0.0", port=8000)
    ```
  </Tab>
</Tabs>

### Step 3: Support Dashboard Interface

```tsx app/support/page.tsx
'use client'

import { useState, useEffect } from 'react'
import { useChat } from 'ai/react'
import { CustomerContextManager } from '@/lib/customer-context'

interface Customer {
  id: string
  name: string
  email: string
  tier: 'free' | 'pro' | 'enterprise'
  joinDate: string
}

interface SupportTicket {
  id: string
  subject: string
  status: 'open' | 'pending' | 'resolved' | 'closed'
  priority: 'low' | 'medium' | 'high' | 'urgent'
  category: string
  createdAt: string
}

export default function SupportDashboard() {
  const [selectedCustomer, setSelectedCustomer] = useState<Customer | null>(null)
  const [customerHistory, setCustomerHistory] = useState<any[]>([])
  const [tickets, setTickets] = useState<SupportTicket[]>([])
  const [showEscalation, setShowEscalation] = useState(false)
  const [agentId] = useState('agent_001') // In real app, get from auth

  const contextManager = new CustomerContextManager()

  const { messages, input, handleInputChange, handleSubmit, isLoading } = useChat({
    api: '/api/support/chat',
    body: {
      customerId: selectedCustomer?.id,
      customer: selectedCustomer,
      agentId
    },
    onFinish: (message, { data }) => {
      if (data?.needsEscalation) {
        setShowEscalation(true)
      }
      // Refresh customer history
      if (selectedCustomer) {
        loadCustomerHistory(selectedCustomer.id)
      }
    }
  })

  // Mock customers - in real app, fetch from your customer database
  const mockCustomers: Customer[] = [
    {
      id: 'cust_001',
      name: 'Sarah Johnson',
      email: 'sarah@example.com',
      tier: 'pro',
      joinDate: '2023-06-15'
    },
    {
      id: 'cust_002',
      name: 'TechCorp Inc',
      email: 'support@techcorp.com',
      tier: 'enterprise',
      joinDate: '2022-03-20'
    },
    {
      id: 'cust_003',
      name: 'Mike Chen',
      email: 'mike@startup.com',
      tier: 'free',
      joinDate: '2024-01-10'
    }
  ]

  const loadCustomerHistory = async (customerId: string) => {
    try {
      const history = await contextManager.getCustomerHistory(customerId, 10)
      setCustomerHistory(history)
    } catch (error) {
      console.error('Failed to load customer history:', error)
    }
  }

  const handleCustomerSelect = async (customer: Customer) => {
    setSelectedCustomer(customer)
    await loadCustomerHistory(customer.id)
    setShowEscalation(false)
  }

  const getTierColor = (tier: string) => {
    switch (tier) {
      case 'enterprise': return 'bg-purple-100 text-purple-800'
      case 'pro': return 'bg-blue-100 text-blue-800'
      case 'free': return 'bg-gray-100 text-gray-800'
      default: return 'bg-gray-100 text-gray-800'
    }
  }

  const getPriorityColor = (priority: string) => {
    switch (priority) {
      case 'urgent': return 'bg-red-100 text-red-800'
      case 'high': return 'bg-orange-100 text-orange-800'
      case 'medium': return 'bg-yellow-100 text-yellow-800'
      case 'low': return 'bg-green-100 text-green-800'
      default: return 'bg-gray-100 text-gray-800'
    }
  }

  return (
    <div className="h-screen flex">
      {/* Customer List Sidebar */}
      <div className="w-80 bg-white border-r border-gray-200 overflow-y-auto">
        <div className="p-4 border-b">
          <h2 className="text-lg font-semibold">Customers</h2>
        </div>
        <div className="divide-y divide-gray-200">
          {mockCustomers.map((customer) => (
            <div
              key={customer.id}
              onClick={() => handleCustomerSelect(customer)}
              className={`p-4 cursor-pointer hover:bg-gray-50 ${
                selectedCustomer?.id === customer.id ? 'bg-blue-50 border-r-2 border-blue-500' : ''
              }`}
            >
              <div className="flex items-center justify-between mb-2">
                <div className="font-medium text-gray-900">{customer.name}</div>
                <span className={`px-2 py-1 text-xs rounded-full ${getTierColor(customer.tier)}`}>
                  {customer.tier}
                </span>
              </div>
              <div className="text-sm text-gray-600">{customer.email}</div>
              <div className="text-xs text-gray-500 mt-1">
                Member since {customer.joinDate}
              </div>
            </div>
          ))}
        </div>
      </div>

      {/* Main Content */}
      <div className="flex-1 flex flex-col">
        {selectedCustomer ? (
          <>
            {/* Customer Header */}
            <div className="bg-white border-b border-gray-200 p-4">
              <div className="flex items-center justify-between">
                <div>
                  <h1 className="text-xl font-semibold">{selectedCustomer.name}</h1>
                  <p className="text-gray-600">{selectedCustomer.email}</p>
                </div>
                <div className="flex items-center space-x-4">
                  <span className={`px-3 py-1 text-sm rounded-full ${getTierColor(selectedCustomer.tier)}`}>
                    {selectedCustomer.tier.toUpperCase()} Customer
                  </span>
                  {showEscalation && (
                    <div className="bg-red-100 text-red-800 px-3 py-1 text-sm rounded-full">
                      Needs Escalation
                    </div>
                  )}
                </div>
              </div>
            </div>

            <div className="flex-1 flex">
              {/* Chat Area */}
              <div className="flex-1 flex flex-col">
                {/* Messages */}
                <div className="flex-1 overflow-y-auto p-4 space-y-4">
                  {messages.length === 0 && (
                    <div className="text-center py-8 text-gray-500">
                      <div className="text-lg font-medium">Welcome to Support Chat</div>
                      <p className="mt-2">
                        Start a conversation with {selectedCustomer.name}
                      </p>
                      <div className="mt-4 text-sm">
                        <p><strong>Customer Tier:</strong> {selectedCustomer.tier}</p>
                        <p><strong>Join Date:</strong> {selectedCustomer.joinDate}</p>
                      </div>
                    </div>
                  )}

                  {messages.map((message) => (
                    <div
                      key={message.id}
                      className={`flex ${
                        message.role === 'user' ? 'justify-end' : 'justify-start'
                      }`}
                    >
                      <div
                        className={`max-w-2xl p-4 rounded-lg ${
                          message.role === 'user'
                            ? 'bg-blue-500 text-white'
                            : 'bg-gray-100 text-gray-900'
                        }`}
                      >
                        <div className="flex items-center space-x-2 mb-2">
                          <span className="text-sm font-medium">
                            {message.role === 'user' ? selectedCustomer.name : 'Support Agent'}
                          </span>
                          <span className="text-xs opacity-75">
                            {new Date().toLocaleTimeString()}
                          </span>
                        </div>
                        <div className="whitespace-pre-wrap">{message.content}</div>
                      </div>
                    </div>
                  ))}

                  {isLoading && (
                    <div className="flex justify-start">
                      <div className="max-w-2xl p-4 bg-gray-100 rounded-lg">
                        <div className="flex items-center space-x-2">
                          <div className="animate-spin rounded-full h-4 w-4 border-b-2 border-blue-600"></div>
                          <span className="text-sm">Agent is typing...</span>
                        </div>
                      </div>
                    </div>
                  )}
                </div>

                {/* Chat Input */}
                <div className="border-t border-gray-200 p-4">
                  <form onSubmit={handleSubmit} className="flex space-x-2">
                    <input
                      value={input}
                      onChange={handleInputChange}
                      placeholder={`Respond to ${selectedCustomer.name}...`}
                      className="flex-1 p-3 border border-gray-300 rounded-lg focus:ring-2 focus:ring-blue-500 focus:border-blue-500"
                      disabled={isLoading}
                    />
                    <button
                      type="submit"
                      disabled={isLoading || !input.trim()}
                      className="px-6 py-3 bg-blue-500 text-white rounded-lg hover:bg-blue-600 disabled:opacity-50 disabled:cursor-not-allowed"
                    >
                      Send
                    </button>
                  </form>
                </div>
              </div>

              {/* Customer History Sidebar */}
              <div className="w-80 bg-gray-50 border-l border-gray-200 overflow-y-auto">
                <div className="p-4 border-b bg-white">
                  <h3 className="font-medium">Customer History</h3>
                </div>
                <div className="p-4 space-y-3">
                  {customerHistory.map((interaction, index) => (
                    <div key={index} className="bg-white p-3 rounded-lg border text-sm">
                      <div className="flex items-center justify-between mb-2">
                        <span className="font-medium capitalize">{interaction.type}</span>
                        <span className="text-xs text-gray-500">
                          {new Date(interaction.timestamp).toLocaleDateString()}
                        </span>
                      </div>
                      <p className="text-gray-700 line-clamp-3">
                        {interaction.content.length > 100
                          ? `${interaction.content.substring(0, 100)}...`
                          : interaction.content
                        }
                      </p>
                      {interaction.outcome && (
                        <div className="mt-2">
                          <span className={`text-xs px-2 py-1 rounded ${
                            interaction.outcome === 'resolved'
                              ? 'bg-green-100 text-green-800'
                              : interaction.outcome === 'escalated'
                              ? 'bg-red-100 text-red-800'
                              : 'bg-yellow-100 text-yellow-800'
                          }`}>
                            {interaction.outcome}
                          </span>
                        </div>
                      )}
                    </div>
                  ))}

                  {customerHistory.length === 0 && (
                    <div className="text-center py-8 text-gray-500">
                      <p>No previous interactions</p>
                    </div>
                  )}
                </div>
              </div>
            </div>
          </>
        ) : (
          <div className="flex-1 flex items-center justify-center text-gray-500">
            <div className="text-center">
              <div className="text-lg font-medium">Customer Support</div>
              <p className="mt-2">Select a customer to start a support conversation</p>
            </div>
          </div>
        )}
      </div>
    </div>
  )
}
```

## Testing Your Support System

### Step 4: Test Support Scenarios

1. **Test Customer Tiers**:
   - Free tier: Basic responses, self-service guidance
   - Pro tier: Detailed help, proactive suggestions
   - Enterprise: White-glove service, escalation readiness

2. **Test Memory & Context**:
   - Ask about a previous issue
   - Reference customer preferences
   - Follow up on unresolved tickets

3. **Test Escalation Triggers**:
   - Use keywords like "angry", "manager", "refund"
   - Test enterprise customer automatic escalation

This comprehensive customer support recipe provides the foundation for building intelligent, context-aware support systems that improve customer satisfaction through personalized service.

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*Customize this recipe based on your specific support workflows and customer needs.*