{"id":"cx-bounced-email-sms-no-details","audience":"customer-support","category":"support-work","technique":"constraints","track":"support","level":"beginner","title":"Text a customer whose email address bounced, without ticket details","free":false,"task":"Write one SMS asking the customer to send the correct email address. It must start with \"Brightlane Support:\", include no ticket, order or account details, and end with \"Reply with your correct email address.\" Plain text, under 30 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"CONTACT FORM SUBMISSION (Nov 6, 9:41)\nName: Mari Costa\nEmail typed: mari.costa@gmial.com\nPhone: (555) 010-0177 (consent to be contacted by text about this request: yes)\nMessage: 'Order #6612 arrived with a missing part, the left wheel of the scooter. I need a replacement.'\n\nOUR REPLY BOUNCED (address not found).\n\nPOLICY\nWhen an email bounces, agents may send one SMS to the number on the form, only if the customer ticked the consent box. The SMS must not include order numbers, product names or the nature of the problem, because phones can be seen by others. Ask only for the correct email address.","rules":[{"type":"plainText"},{"type":"maxWords","max":30}],"mistakes":[{"title":"Including order details","why":"The AI mentions the scooter or order number.","fix":"Say: \"No order, product or problem details.\"","checks":["r1"]},{"title":"Missing exact opening or ending","why":"The AI writes its own wording.","fix":"Quote the opening and closing words.","checks":["r0"]},{"title":"Adding links","why":"The AI adds a form link.","fix":"Say: \"No links.\"","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":"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 opening and ending","patterns":["brightlane support:","reply with your correct email"]},{"label":"Bans details","patterns":["no (order|ticket|details)","don'?t (mention|include)"]},{"label":"Sets the length","patterns":["under 30","30 words"]},{"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 exact opening and ending and list what the text must not contain.","rubricLabels":["The text starts with \"Brightlane Support:\" and ends with \"Reply with your correct email address.\"","The text does not include order #6612, the scooter, the missing wheel or the word order","The text is plain, mentions that our email could not be delivered, and contains no link"]}