{"id":"cs-third-touch-renewal-email-reply-options","audience":"customer-success","category":"support-work","technique":"examples","track":"support","level":"intermediate","title":"Write a third renewal email that is easy to answer with one digit","free":false,"task":"Write the email from Dev to Gwen. Subject line first (under 8 words), then \"Hi Gwen,\". Offer exactly three reply options labeled \"Reply 1:\", \"Reply 2:\" and \"Reply 3:\" (renew as is, talk first, not planning to renew). Mention the Jan 31 renewal date once. No guilt, no phrases like \"following up again\" or \"haven't heard\", and no urgency words. End with \"Dev\". Plain text, under 90 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"RENEWAL OUTREACH - Lakewood Dental (contact: Gwen Adair, practice manager)\nRenewal date: Jan 31. 14 seats, annual plan.\nTouches so far: email Oct 20, email Nov 2, voicemail Nov 4. No replies.\nGwen's assistant said on Nov 4 that Gwen is \"swamped with the clinic expansion\".\nDev (CSM) wants to make replying take five seconds.\nLakewood has used the product for two years and had a good QBR in June. The practice runs its renewals through Gwen, who approves software spend herself, and its billing contact is a separate person. Dev has not spoken to Gwen by phone since August.\nTemplate from the team: \"Just following up again - we haven't heard from you and time is running out!\"","rules":[{"type":"plainText"},{"type":"maxWords","max":90}],"mistakes":[{"title":"Copying the template","why":"The AI uses \"following up again\" and \"time is running out\".","fix":"Say: \"No guilt, no urgency, and do not say following up again.\"","checks":["r2"]},{"title":"Open-ended ask","why":"The AI asks for a call without options.","fix":"Say: \"Three reply options: Reply 1:, Reply 2:, Reply 3:.\"","checks":["r1"]},{"title":"Skipping the date","why":"The AI leaves out Jan 31.","fix":"Say: \"Mention the Jan 31 renewal date once.\"","checks":["r2"]},{"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":"The AI runs long and cannot count its own words.","fix":"Cap each part (\"each line under 12 words\") and add \"under N words in total\".","checks":["maxWords"]},{"title":"Leaving a requirement unstated","why":"The AI follows its own defaults unless the prompt spells this out.","fix":"State it plainly in your prompt: the first line is a subject under 8 words, then 'Hi Gwen,', and the email ends with 'Dev'.","checks":["r0"]}],"promptHints":[{"label":"Greeting and sign-off","patterns":["hi gwen","dev"]},{"label":"Reply options","patterns":["reply 1","three (reply )?options","one digit"]},{"label":"Renewal date","patterns":["jan 31"]},{"label":"Bans guilt and urgency","patterns":["no guilt","no urgency","following up again"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a word cap","patterns":["\\d+\\s*words","under \\d+","word"]}],"hint":"When a contact is busy, make the reply effortless: three labeled options and a calm tone.","mission":"Get Gwen to answer the renewal email with one digit.","musts":["Three numbered reply options","Mention Jan 31 once","No guilt or urgency"],"rubricLabels":["The first line is a subject under 8 words, then \"Hi Gwen,\", and the email ends with \"Dev\"","It has exactly three options labeled Reply 1:, Reply 2: and Reply 3:, meaning renew as is, talk first and not planning to renew","It mentions the Jan 31 renewal date once and has no guilt or urgency language such as following up again, haven't heard or time is running out"]}