{"id":"agent-cs-shift-handoff-note","audience":"customer-support","category":"agents","track":"agents","technique":"format","title":"Brief an agent to assemble a clean shift handoff note","free":false,"task":"You want an AI agent to build the end-of-shift handoff note. Write its brief: include only tickets that are still open, put P1 tickets first, give each its ticket ID and next step, never include customer emails or phone numbers, and save the note without posting it. Output exactly 5 numbered plain-text lines: one add_item per open ticket (P1 first, then by ticket number), save_note, then DONE.","materialLabel":"Shift ticket log and actions (attached to your prompt automatically)","material":"Day shift ticket log - Tallyhub support (Nov 6)\n\n#8801 - P2 - OPEN - Lena Fox (lena.fox@foxdesign.co) - CSV export missing tax column. Next: waiting on engineering fix, check status at 10 a.m.\n#8803 - P3 - CLOSED - Jun Park - double charge refunded.\n#8806 - P1 - OPEN - Acme Freight (ops@acmefreight.com, 617-555-0142) - invoices not syncing to bank since 2 p.m. Next: engineering on-call paged, update customer every 2 hours.\n#8807 - P3 - OPEN - Grace Obi - asked how to add a user. Next: send help article if she replies.\n#8809 - P2 - CLOSED - Dmitri Volkov - slow dashboard, resolved after cache clear.\n\nNight shift lead: Omar. Handoff channel: #support-handoff\n\nAvailable actions:\nadd_item(ticket, priority, next_step)\nsave_note()\npost_note(channel)\nDONE(summary)","rules":[{"type":"numberedItems","count":5},{"type":"plainText"}],"promptHints":[{"label":"Only open tickets","patterns":["open","closed"]},{"label":"Puts P1 first","patterns":["p1","first","priority"]},{"label":"Keeps contact info out","patterns":["email","phone","pii","contact"]},{"label":"Saves, doesn't post","patterns":["save","post"]},{"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":"No filter or order","why":"The AI lists every ticket in log order, closed ones included.","fix":"Say: \"Only open tickets, P1 first, then by ticket number.\"","checks":["r0"]},{"title":"Leaking customer details","why":"The AI copies emails and phone numbers into a shared note.","fix":"Add: \"Ticket ID and next step only. No emails or phone numbers.\"","checks":["r1"]},{"title":"Letting it post","why":"Given post_note, the AI posts to the channel before you check it.","fix":"Add: \"Save the note, never post it.\"","checks":["r2"]}],"hint":"A handoff note is read fast by tired people. Tell the agent what's in, what's first, and what must never appear.","rubricLabels":["Includes exactly the open tickets #8806, #8801 and #8807, with #8806 (P1) first, and leaves out closed #8803 and #8809","Each item gives the ticket ID and its next step, and no line contains a customer email address or phone number","save_note comes after the items, there is no post_note line, and the last line is a DONE line"]}