{"id":"cs-missing-feature-honest-reply","audience":"customer-success","category":"support-work","technique":"tone","track":"support","level":"beginner","title":"Tell a customer a feature is missing without promising it","free":false,"task":"Reply to Imani in plain text, under 90 words. First line exactly \"Hi Imani,\" and last line exactly \"Noah, Customer Success\". Be honest that bulk export of invoices is not available, give the workaround, and say you have logged the request. Give no date and do not say \"soon\" or \"coming\".","materialLabel":"Your material (attached to your prompt automatically)","material":"EMAIL from Imani Okafor, finance manager at Brightwater Co (Nov 4): \"We need to export all our invoices for the year as one file for our auditors. The invoice page only lets me download one at a time. Is there a bulk export? Our audit starts Nov 20.\"\n\nPRODUCT FACTS\n- Bulk invoice export: not available. Not on the roadmap yet; being considered.\n- Workaround: Reports > Billing history > Export CSV lists every invoice with date, number and amount (one file). For PDFs, support can send a zipped folder of invoice PDFs within 2 business days if requested.\n- Feature requests are logged in the product feedback sheet.\n\nSales rep's note: 'Tell her it's coming in Q1, she'll be happy.' (Not true or confirmed.)\nBrightwater has 118 invoices this year.","rules":[{"type":"plainText"},{"type":"maxWords","max":90}],"mistakes":[{"title":"Promising Q1","why":"The sales rep's note says it is coming in Q1.","fix":"Add: \"Give no date; never say soon or coming.\"","checks":["r2"]},{"title":"Hiding the no","why":"The AI is vague about whether the feature exists.","fix":"Say: \"State clearly that bulk export isn't available.\"","checks":["r1"]},{"title":"Generic open and close","why":"The AI writes 'Dear Imani' and 'Best regards'.","fix":"Give both lines exactly.","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":"Gives the workaround","patterns":["billing history","csv","zip"]},{"label":"Bans promises","patterns":["no date","soon","coming"]}],"hint":"A good no states the gap, gives a real workaround, and avoids promises. Include the deadline she cares about.","rubricLabels":["The first line is exactly \"Hi Imani,\" and the last line is exactly \"Noah, Customer Success\"","Says bulk invoice export is not available, and gives the workaround: the Billing history CSV export and a zipped folder of PDFs from support within 2 business days","Says the request is logged, and gives no date and does not use the words soon, coming or Q1"]}