{"id":"cx-chat-greeting-by-wait-time","audience":"customer-support","category":"support-work","technique":"examples","track":"support","level":"beginner","title":"Write three chat openers matched to the customer wait","free":false,"task":"Write three chat greetings, one per wait time, as exactly three lines starting \"Under 1 min:\", \"1 to 5 min:\" and \"Over 5 min:\". Each uses the merge field {{first_name}}. Only the last uses {{wait_minutes}}, and it says sorry once. Each line is under 20 words, plain text, with no emojis.","materialLabel":"Your material (attached to your prompt automatically)","material":"CHAT GREETING GUIDE (Support handbook)\n- Customers who waited under 1 minute: a quick, friendly hello. No apology; they didn't wait.\n- Customers who waited 1 to 5 minutes: thank them for waiting. No apology.\n- Customers who waited over 5 minutes: apologize once and mention how long they waited using the system field {{wait_minutes}}.\n\nMerge fields available: {{first_name}}, {{wait_minutes}}, {{agent_name}}.\n\nOLD GREETINGS (retired): 'Hi {{customer}}, thank you for contacting us! How may I assist you today? :)' for everyone.\nQA finding: apologies on short waits make customers think something is wrong.\nEvery greeting ends with the question 'How can I help?'","rules":[{"type":"plainText"},{"type":"maxWords","max":70}],"mistakes":[{"title":"Apologizing every time","why":"The AI adds sorry to all three.","fix":"Say: \"Apologize only in the Over 5 min line.\"","checks":["r1"]},{"title":"Using the old merge field","why":"The AI copies {{customer}} from the retired greeting.","fix":"Say: \"Fields: {{first_name}}; {{wait_minutes}} only in the last line.\"","checks":["r2"]},{"title":"Dropping the closing question","why":"The AI ends with 'Let me know'.","fix":"Say: \"End every line with How can I help?\"","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":["under 1 min","1 to 5 min","over 5 min"]},{"label":"Limits the apology","patterns":["apolog","sorry","only"]}],"hint":"Chat greetings should match the wait. Name the three labels, where the apology goes, and which fields to use.","rubricLabels":["The output is exactly three lines starting Under 1 min:, 1 to 5 min: and Over 5 min:, each using {{first_name}} and ending with the question How can I help?","Only the Over 5 min line contains {{wait_minutes}} and an apology, and the other two lines contain no apology or sorry","No line contains an emoji or a merge field other than {{first_name}} and {{wait_minutes}}"]}