{"id":"cx-ceo-contact-request-escalation-reply","audience":"customer-support","category":"support-work","technique":"constraints","track":"support","level":"beginner","title":"Answer a request for the CEO's email by offering a real escalation","free":false,"task":"Reply to Gwen. First line exactly \"Hi Gwen,\". Do not share any executive's contact details or promise that an executive will read or reply. Offer the escalation path from the policy with the timeline, and say what you are doing about order #8812. Plain text, under 60 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKET - Gwen Alder, order #8812\n\"My lamp arrived broken. I got a replacement and THAT arrived broken too. I want the CEO's personal email address. Nobody here is helping me.\"\n\nORDER #8812\n- Lamp delivered Oct 24, broken. Replacement shipped Oct 28, delivered Nov 2, broken.\n- Option on file: full refund to the card or a third replacement with extra padding.\n\nPOLICY - EXECUTIVE REQUESTS\n- We do not share executives' contact details.\n- Offer an escalation to the Customer Care Manager, Lila Moss, who calls the customer within 2 business days.\n- Do not promise that any executive will see the message.","rules":[{"type":"plainText"},{"type":"maxWords","max":60}],"mistakes":[{"title":"Sharing or hinting at the executive","why":"The AI says 'I'll pass your message to our CEO'.","fix":"Say: \"Don't promise any executive will see it.\"","checks":["r2"]},{"title":"Cold refusal","why":"The AI refuses and stops there.","fix":"Say: \"Offer the escalation path with the timeline.\"","checks":["r1"]},{"title":"Skipping the order options","why":"The AI forgets the practical fix.","fix":"Say: \"Mention the refund or padded replacement for #8812.\"","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","r0"]}],"promptHints":[{"label":"Gives the greeting","patterns":["hi gwen"]},{"label":"Names the escalation path","patterns":["lila moss","care manager","2 business days"]},{"label":"Rules out exec promises","patterns":["don'?t (share|promise)","no (exec|executive)"]},{"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":"Give the greeting, what you may offer instead, and what must not be shared or promised.","rubricLabels":["The reply starts with \"Hi Gwen,\" and does not give or hint at any executive's email address","The reply offers an escalation to the Customer Care Manager, Lila Moss, who will call within 2 business days","The reply does not promise that any executive will read it, and mentions the order #8812 options (refund or a third replacement with extra padding)"]}