{"id":"cx-apology-macros-three-severity-levels","audience":"customer-support","category":"support-work","technique":"examples","track":"support","level":"intermediate","title":"Write three apology macros that escalate by severity","free":false,"task":"Write three macros as exactly three lines starting \"Minor:\", \"Moderate:\" and \"Major:\". Each uses {{first_name}} (the only merge field) and is under 30 words. Minor apologizes once and offers nothing else. Moderate adds an offer of a follow-up call. Major adds a call from a manager within 24 hours. No credits. Plain text.","materialLabel":"Your material (attached to your prompt automatically)","material":"APOLOGY MACRO GUIDE (Support handbook)\nSeverity levels: Minor (small slip, no real impact), Moderate (customer lost time), Major (customer lost money or missed a deadline).\n- Minor: one apology, no extras.\n- Moderate: apology + offer of a follow-up call from the agent.\n- Major: apology + a call from a manager within 24 hours.\n- No macro may mention credits, refunds or compensation; only a manager can discuss those.\nMerge fields available: {{first_name}}, {{ticket_id}}, {{agent_name}}. Use {{first_name}} only.\nOLD MACRO (retired): 'Sorry for the inconvenience {{customer}}! Here is a 20% credit.'\nStyle: plain, sincere, no exclamation marks.","rules":[{"type":"plainText"},{"type":"maxWords","max":100}],"mistakes":[{"title":"Copying the old macro","why":"The retired macro offers a 20% credit and uses {{customer}}.","fix":"Say: \"No credits. Use {{first_name}} only.\"","checks":["r2"]},{"title":"Giving every level the same offer","why":"The AI adds a call to Minor.","fix":"Say: \"Minor: apology only. Moderate: follow-up call. Major: manager call within 24 hours.\"","checks":["r1"]},{"title":"Wrong layout or fields","why":"The AI writes headings and other fields.","fix":"Name the three labels and the field.","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":"Names the three labels","patterns":["minor:","moderate:","major:"]},{"label":"Bans credits","patterns":["no credits","no compensation"]}],"hint":"Macros that escalate must follow the guide exactly. Name the three levels, what each offers, and the banned content.","rubricLabels":["The output is exactly three lines starting Minor:, Moderate: and Major:, each using {{first_name}} and no other merge field","Minor has one apology and no offer, Moderate offers a follow-up call, and Major promises a call from a manager within 24 hours","No line mentions credits, refunds or compensation, and none uses exclamation marks"]}