{"id":"cx-auto-ack-email-plan-response-target","audience":"customer-support","category":"support-work","technique":"format","track":"support","level":"beginner","title":"Write an auto-acknowledgment email with the right response target","free":false,"task":"Write the acknowledgment. First line exactly \"Subject: We got your message (#6120)\", then \"Hi Dara,\", two short sentences (we received it, and when to expect a first reply for her plan), and the last line exactly \"Auto-reply - no need to respond\". Plain text, under 45 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"NEW TICKET #6120\nCustomer: Dara Quinn, plan: Premium\nSubject she wrote: 'Cannot export my invoices'\n\nRESPONSE TARGETS (first reply)\n- Standard plan: within 24 hours.\n- Premium plan: within 4 hours during support hours (8 a.m. to 8 p.m., Monday to Friday).\n- Outside support hours the clock starts at the next opening.\nIt is Friday 7:15 p.m. now.\n\nNOTES\nAcknowledgments should not promise a fix. Do not mention the invoices or the problem details. Do not give the standard-plan time.","rules":[{"type":"plainText"},{"type":"maxWords","max":45}],"mistakes":[{"title":"Using the standard-plan time","why":"The AI says 24 hours.","fix":"Say: \"Premium plan: within 4 hours of support hours.\"","checks":["r1"]},{"title":"Mentioning the problem","why":"The AI repeats 'your invoice export issue'.","fix":"Say: \"Don't mention the problem details.\"","checks":["r2"]},{"title":"Missing the exact lines","why":"The AI writes its own subject and ending.","fix":"Quote the subject and last line.","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":"Quotes subject and last line","patterns":["subject: we got your message","auto-reply - no need to respond"]},{"label":"Gives the target","patterns":["4 hours","premium","support hours"]},{"label":"Bans problem details","patterns":["don'?t mention","no (details|promise)"]},{"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+"]}],"hint":"Quote the subject, greeting and last line, and say which target applies.","rubricLabels":["The first line is exactly \"Subject: We got your message (#6120)\", the second line is \"Hi Dara,\" and the last line is exactly \"Auto-reply - no need to respond\"","The body says we received the message and that a first reply comes within 4 hours during support hours (Premium), not 24 hours","The body does not promise a fix and does not mention invoices or exporting"]}