Build a Claude Project That Knows Your Company

1. Go to claude.ai and create an account (or log in)
2. Click "Upgrade" to subscribe to Claude Pro ($20/month)
3. After subscribing, look for "Projects" in the left sidebar

What you should see: A "Projects" section in the navigation with a "+" or "New Project" option. Troubleshooting: Projects may take a moment to appear after upgrading — try refreshing the page.

1. Click "+ New Project" (or the plus icon)
2. Name it "Customer Service — [Your Company Name]" or just "CS Work"
3. You'll land inside the project — it has two areas: the conversation area and a "Project instructions" panel

Click on "Project Instructions" (or the gear/settings icon inside the project). This is where you tell Claude who it's helping and how to behave.

Copy and adapt this template:

You are helping a Customer Service Representative at a [retail/financial services/software] company.

Your role: Help draft customer-facing emails, CRM case notes, escalation summaries, and internal communications — all in our company's voice.

Our communication style:
- Professional but warm, never robotic
- Lead with empathy before explanation
- Keep emails concise (under 150 words)
- Never promise something uncertain — note when to verify

I will sometimes share customer case details with you. When drafting, use the company documents in this project for policy accuracy. If you're unsure about a specific policy detail, say so rather than guessing.

1. Save the instructions.

Inside the project, look for an "Add files" or attachment area (usually a paperclip or "+" in the project sidebar).

Documents to upload (use what you have access to):

• Return/Refund Policy — even a text version you type out from memory
• FAQ document — the answers to your most common customer questions
• Sample approved emails — 3-5 examples of responses your manager has approved or praised
• Company style guide — if one exists

How to prepare documents for upload:

• PDFs work directly
• For text-based policies, create a simple .txt or .docx file
• Keep each document focused — one document per topic works better than one large mixed document

What you should see: Uploaded documents appear listed in the project sidebar. Claude can now search them during conversations.

In the project conversation area, type: "What is our return policy for orders over 30 days old?"

Claude should reference your uploaded policy document and give you an accurate answer (or tell you it's not covered if the document doesn't address it).

What you should see: Claude cites or references your policy document in its response. If it hallucinates a policy that isn't in your document, the document may need to be more explicit — add more detail to the policy file.

Type: "A customer emailed asking for a return on a purchase they made 6 weeks ago. Our 30-day policy means we can't accept it. Draft a response email."

What you should see: A denial email that references the correct policy timeline, sounds empathetic, and offers any alternatives that are in your uploaded documents.