{"id":"cx-auto-reply-support-inbox-holiday","audience":"customer-support","category":"support-work","technique":"format","track":"support","level":"beginner","title":"Write an inbox auto-reply with hours and a holiday closure","free":false,"task":"Write the support inbox auto-reply. Line 1 is exactly \"Subject: We received your request\". Then exactly 3 sentences, plain text, under 60 words total. Give the reply time from the policy, the urgent route for outages only, and the holiday closure dates. Last line exactly \"Support Team\".","materialLabel":"Your material (attached to your prompt automatically)","material":"SUPPORT INBOX FACTS (Cloudpine)\n- Support hours: Monday to Friday, 8 AM to 6 PM Eastern.\n- Reply time: within 1 business day. (Agents often reply the same day, but it is not guaranteed.)\n- Urgent route: for a full service outage only, call 555-0111 (staffed 24/7). Do not call for billing or how-to questions.\n- Holiday closure: closed Thursday Nov 26 and Friday Nov 27 (Thanksgiving). Back Monday Nov 30.\n- Ticket numbers are emailed separately.\n\nDraft from marketing: 'We reply in minutes, day or night!' (Not accurate.)\nTone: warm, short.","rules":[{"type":"plainText"},{"type":"maxWords","max":60}],"mistakes":[{"title":"Promising fast replies","why":"The marketing draft says minutes, day or night.","fix":"Say: \"Replies within 1 business day. No same-day promise.\"","checks":["r1"]},{"title":"Opening the phone line to everyone","why":"The AI lets all customers call.","fix":"Say: \"The urgent number is for full outages only.\"","checks":["r1"]},{"title":"Missing the closure or format","why":"The AI forgets the holiday or writes a long email.","fix":"Say: \"Exactly 3 sentences incl. the Nov 26-27 closure.\"","checks":["r2","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 exact lines","patterns":["subject: we received","support team"]},{"label":"States the reply time","patterns":["1 business day","outage"]}],"hint":"Auto-replies are read at a glance. Set the exact subject and sign-off, the reply promise, the urgent path and the closure.","rubricLabels":["Line 1 is exactly \"Subject: We received your request\" and the last line is exactly \"Support Team\"","Says replies come within 1 business day (not same day or in minutes) and that the phone line 555-0111 is for full service outages only","States the closure on Nov 26 and 27 with the return on Nov 30, in exactly 3 sentences between the subject and sign-off"]}