{"id":"cs-missed-kickoff-reschedule-sms","audience":"customer-success","category":"support-work","technique":"constraints","track":"support","level":"beginner","title":"Text a customer who missed the kickoff with two options","free":false,"task":"Write an SMS to Dr. Pace. Start with exactly \"Brightly:\" and end with exactly \"Reply 1 or 2\". Plain text, under 28 words. Offer the two kickoff slots as \"1) ... 2) ...\". Do not mention that he missed it.","materialLabel":"Your material (attached to your prompt automatically)","material":"KICKOFF RESCHEDULE: Pace Family Dental. The kickoff was Thursday Nov 5 at 10 AM Eastern; Dr. Pace did not join (no message).\nNEW OPTIONS (60 minutes, video, Eastern Time): Option 1: Tuesday Nov 10 at 2:00 PM. Option 2: Wednesday Nov 11 at 10:00 AM.\nOur CSM: Zoe. Company name used in texts: Brightly.\nTone: friendly, no blame. Do not say 'you missed' or 'no-show'.\nCSM comment: 'Remind him this delays his go-live.' (Not in this text.)\nDr. Pace prefers texts.","rules":[{"type":"plainText"},{"type":"maxWords","max":28}],"mistakes":[{"title":"Mentioning the missed kickoff","why":"The notes say he did not join.","fix":"Add: \"Do not mention that he missed it.\"","checks":["r2"]},{"title":"Wrong option format","why":"The AI writes the options in a sentence.","fix":"Show: 1) ... 2) ... with day, date, time.","checks":["r1"]},{"title":"Missing the start or end","why":"The AI starts with 'Hi Dr. Pace' and ends 'Thanks'.","fix":"Give the exact start and end text.","checks":["r0"]},{"title":"Getting markdown back","why":"AI adds bold and headings by default, which show up as stray symbols where this is pasted.","fix":"Say \"plain text, no bold, no headings, no asterisks\".","checks":["plainText"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting and usually runs long, so a vague \"keep it short\" lands well over the limit.","fix":"Cap each part instead of the total, for example \"each line under 15 words\".","checks":["maxWords"]}],"promptHints":[{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a length limit","patterns":["\\d+\\s*words","word (limit|count)","under \\d+"]},{"label":"Sets start and end","patterns":["brightly:","reply 1 or 2"]},{"label":"Bans blame","patterns":["do not mention","no-show"]}],"hint":"A reschedule text is tiny. Give the exact start and end, the two slots and what not to say.","rubricLabels":["The text starts with exactly \"Brightly:\" and ends with exactly \"Reply 1 or 2\"","Offers the two slots in the form 1) Tue Nov 10, 2:00 PM and 2) Wed Nov 11, 10:00 AM (Eastern)","Does not mention that he missed the kickoff, no-show, or a delayed go-live"]}