{"id":"agent-cs-help-center-reply-gpt","audience":"customer-support","category":"agents","track":"agents","technique":"grounding","title":"Write custom GPT instructions that answer only from your help center","free":false,"task":"You're setting up a custom GPT that drafts replies to customer questions; the test runs your instructions on three real questions. It must answer only from the help articles provided (using the newest one when two disagree), escalate anything they don't cover instead of guessing, keep each reply under 40 words and end each reply with \"- Pebble Support\". Output exactly 4 numbered plain-text lines: one action per question in order, then DONE.","materialLabel":"Help articles, questions and actions (attached to your prompt automatically)","material":"Help articles (Pebble & Pine)\n\nA1 - Resetting your password (updated Mar 2026): Click \"Forgot password\" on the sign-in page. We email a reset link that works for 30 minutes. Check your spam folder if it doesn't arrive.\n\nA2 - Shipping to Canada (updated Jun 2025): We ship to Canada. Orders arrive in 7-10 business days. Duties are included at checkout.\n\nA3 - Shipping update (posted Oct 1, 2026): Canada shipping is paused until January 2027 while we change carriers. US shipping is not affected.\n\nA4 - Returns: Unused items can be returned within 30 days for a full refund. Start a return from your Orders page.\n\nCustomer questions\nQ1 - Hannah: \"I clicked forgot password but never got the email. Help?\"\nQ2 - Luis: \"I saw the same rug cheaper at another store. Do you price match?\"\nQ3 - Claire: \"How long does shipping take to Toronto?\"\n\nAvailable actions:\ndraft_reply(question, body)\nescalate(question, reason)\nDONE(summary)","rules":[{"type":"numberedItems","count":4},{"type":"plainText"}],"promptHints":[{"label":"Limits answers to the articles","patterns":["only (from|use) the (help|article)","articles? only","not covered","don'?t (guess|make up)"]},{"label":"Says to escalate gaps","patterns":["escalat"]},{"label":"Uses the newest article","patterns":["newest","latest","most recent","disagree"]},{"label":"Sets the sign-off","patterns":["pebble support","sign[- ]?off","end (each|with)"]},{"label":"Sets a length","patterns":["\\d+\\s*words"]}],"mistakes":[{"title":"Not showing the log format","why":"Left alone, the AI writes a friendly report with headings instead of a checkable action log.","fix":"Show it literally: \"Format every line like 1. ACTION: tool(args), then ASK_HUMAN: and DONE: lines. Plain text.\"","checks":["numberedItems","plainText"]},{"title":"Allowing outside answers","why":"The AI makes up a friendly price-match policy because it sounds helpful.","fix":"Add: \"Answer only from the articles. If they don't cover it, escalate.\"","checks":["r0"]},{"title":"No rule for conflicting articles","why":"The AI uses the first article it finds and quotes the old Canada shipping time.","fix":"Add: \"If two articles disagree, use the newest one.\"","checks":["r1"]},{"title":"No length or sign-off","why":"The AI writes long, warm replies with its own sign-off.","fix":"Say: \"Each reply under 30 words, ending with - Pebble Support.\"","checks":["r2"]}],"hint":"A support GPT is only as safe as its source rules. Say where answers may come from, which article wins, and what to do when there's no answer.","rubricLabels":["Q2 (price matching, which no article covers) is escalated, not answered, and nothing promises or rules out a price match","Q3's reply says Canada shipping is paused until January 2027 and does not give 7-10 business days","Each draft reply ends with \"- Pebble Support\" and its body is under 40 words"]}