{"id":"agent-cs-order-status-no-promised-dates","audience":"customer-support","category":"agents","track":"agents","technique":"grounding","title":"Brief a support agent to answer order questions without guessing","free":false,"task":"You want an AI agent to answer \"where's my order\" chats using the order lookups below. Write its brief: never give a delivery date the carrier hasn't given, ask for an order number when a lookup finds nothing, send any reship request to you with ASK_HUMAN instead of reshipping, and sign each draft \"- Ana at Brightloom\". Output exactly 5 numbered plain-text lines: one per chat in order, then DONE.","materialLabel":"Customer chats, order lookups and actions (attached to your prompt automatically)","material":"Brightloom (online candles) - open chats, Nov 6\n\nC1 - Mia: \"Where's order #5521?\"\nLookup #5521: Delivered Nov 4, 3:12 p.m., signed for by \"R. Lopez\".\n\nC2 - Jamal: \"When will #5530 get here? I need it by Friday for a gift.\"\nLookup #5530: Label created Nov 5. Not yet scanned by carrier. No estimated delivery date.\n\nC3 - Erin: \"Order #5490 never came. Can you just send another one?\"\nLookup #5490: In transit. Last scan Oct 23, Memphis hub. No updates for 14 days.\n\nC4 - Sam: \"Where's my order?? Email is sam.k@mailhub.com\"\nLookup by email sam.k@mailhub.com: No orders found.\n\nShipping page says: \"Most orders arrive in 3-5 business days.\"\n\nAvailable actions:\ndraft_reply(chat, text)\nsend_reply(chat, text)\nissue_reship(order)\nASK_HUMAN(question)\nDONE(summary)","rules":[{"type":"numberedItems","count":5},{"type":"plainText"}],"promptHints":[{"label":"Forbids made-up dates","patterns":["delivery date","never (promise|give)","don'?t promise","carrier"]},{"label":"Rules out made-up data","patterns":["don'?t (invent|guess|make up)","never (invent|guess|make up)","only (use )?(facts|info|data|what)","not in the","no guess"]},{"label":"Holds reships","patterns":["reship","replacement"]},{"label":"Sets the sign-off","patterns":["ana","sign"]},{"label":"Shows the action-log format","patterns":["action:","action log","numbered","\\b1\\.","each line"]}],"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 promised dates","why":"To reassure a customer, the AI promises Friday or quotes the general 3-5 days.","fix":"Add: \"Never give a delivery date the carrier hasn't given.\"","checks":["r0"]},{"title":"Allowing guesses","why":"When a lookup finds nothing, the AI guesses at a likely order.","fix":"Add: \"If no order is found, ask for the order number.\"","checks":["r1"]},{"title":"Letting it reship","why":"Given issue_reship, the AI sends a free replacement on its own.","fix":"Add: \"Reship requests go to ASK_HUMAN. Sign drafts - Ana at Brightloom.\"","checks":["r2"]}],"hint":"Support agents love to reassure. Tell this one what it can't promise, what to do when it finds nothing, and what needs you.","rubricLabels":["C2's reply gives no delivery date and doesn't promise Friday or 3-5 days; it says the label is created but not yet scanned","C4's reply asks for the order number and invents no order details","C3's reship request goes to ASK_HUMAN with no issue_reship line, and each draft_reply ends with \"- Ana at Brightloom\""]}