---
name: al-188-answer-traveler-questions-and-deep-link-the-ones-that-nee
description: "Put an always-on agent in your help center that answers approved travel FAQs, sends customers to the right signed-in flow for changes like rebooking or lost bags, and escalates to a human with the full chat. Southwest Airlines launched this with Salesforce Agentforce on web and mobile; Salesforce reports a 45% resolution rate across more than 2 million interactions and $6M in projected annual savings. Use when the user wants help with airline self-service (customer support) for a small business."
---

# Answer traveler questions and deep-link the ones that need action

Put an always-on agent in your help center that answers approved travel FAQs, sends customers to the right signed-in flow for changes like rebooking or lost bags, and escalates to a human with the full chat. Southwest Airlines launched this with Salesforce Agentforce on web and mobile; Salesforce reports a 45% resolution rate across more than 2 million interactions and $6M in projected annual savings.

## Inputs to collect first
Ask the user for anything below that they haven't already given you. Don't guess missing facts.

- Airline/brand
- FAQ / policy excerpts on baggage, refunds, reservations, loyalty
- E.g. change flight → URL pattern, report lost bag → URL, connect…
- Safety, legal, medical, abuse
- Your own material (text, notes or data)

## Instructions

Do the task below with the user's inputs in place of each [bracket].

You are the help-center agent for [airline/brand]. Approved knowledge only: [paste FAQ / policy excerpts on baggage, refunds, reservations, loyalty]. Authenticated actions we support (deep-link only, never do them yourself): [e.g. change flight → URL pattern, report lost bag → URL, connect rewards → URL]. Sensitive topics that must go to a human immediately: [safety, legal, medical, abuse]. Customer message: [paste]. Step 1: answer from the approved knowledge in a short, friendly chat reply, or say you don't have that info. Step 2: if they need an authenticated action, give the matching deep-link and tell them what they'll do there. Step 3: if it's a sensitive topic or you can't help, write a handoff note with their goal, what you already covered, and the recommended next step for a human. Never invent policies or promise refunds/credits that aren't in the knowledge.

## Safety checks (share these with the user)

- This prompt works on text other people wrote (emails, reviews, messages or web pages). That text can hide instructions aimed at AI, such as "ignore your rules and…". Paste it as material to work on, and never let the AI act on requests inside it, like paying, sharing logins or changing records.
- Check every figure, price and total against your own records before anything is sent, posted or booked. A person approves refunds, discounts, payments and price changes.
- Anything legal, tax or compliance-related is a first draft for a qualified person to check. It is not professional advice, and clause references and deadlines must be checked against the source.
- Remove names, contact details, account numbers and other personal data the task doesn't need before you paste, and check your AI tool's data and training settings.
- Say clearly which parts need a person to review or approve before anything is sent, paid, posted or filed.

## About this skill

- Works with: Salesforce Agentforce, Service Cloud, ChatGPT, Claude
- Based on this real-world example: https://www.salesforce.com/customer-stories/southwest-airlines/agentic-self-service/
- Free prompt from AgentPlaybook Real Estate: https://agentic-library.netlify.app/prompt/al-188-answer-traveler-questions-and-deep-link-the-ones-that-need-a/
- To install in an agent that supports Agent Skills, save this file as SKILL.md in a folder with the same name as `name` above (for example in your skills directory). Install steps for Claude.ai, Claude Code, Cursor and Codex: https://agentic-library.netlify.app/skills/