{"id":"cx-chat-human-request-reply","audience":"customer-support","category":"support-work","technique":"constraints","track":"support","level":"beginner","title":"Answer a customer who demands a human in a short chat message","free":false,"task":"Write the next chat message. It must start with the words \"Of course\", give the real wait time, and tell the customer the agent will already see this chat so they will not need to repeat anything. Do not ask the customer any question. Plain text, under 40 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"LIVE CHAT - Mira Kovacs, order #5521 (wrong size, jacket)\n[10:02] Bot: Hi! I can help with returns. Is your item unopened?\n[10:03] Mira: it's a jacket, wrong size, I already told you twice\n[10:03] Bot: Sorry, I didn't catch that. Is your item unopened?\n[10:04] Mira: Just let me talk to a person. Your bot keeps looping.\n\nQUEUE INFO\n- Bot's auto-message earlier said: 'An agent will join in about 5 minutes.' (outdated)\n- Current estimated wait for a live agent: 12 minutes.\n- Live chat hours: until 8 p.m.\n- Agents can see the full chat history and the order details when they pick up.","rules":[{"type":"plainText"},{"type":"maxWords","max":40}],"mistakes":[{"title":"Repeating the stale wait","why":"The AI copies the 5 minutes from the bot message.","fix":"Say: \"The wait is 12 minutes.\"","checks":["r1"]},{"title":"Asking another question","why":"The AI asks for her order number or what's wrong.","fix":"Say: \"Do not ask any question.\"","checks":["r2"]},{"title":"Missing the exact opener","why":"The AI starts with an apology.","fix":"Say: \"Start with the words Of course.\"","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":"Gives the opener","patterns":["of course"]},{"label":"Gives the real wait","patterns":["12 minutes","12 min"]},{"label":"Rules out questions","patterns":["no question","don'?t ask","do not ask"]},{"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 exact opening words, the wait that is true now, and what the message must not do.","rubricLabels":["The message starts with the words \"Of course\"","The message gives the wait as about 12 minutes and does not say 5 minutes","The message says the agent will see the chat or order so she will not need to repeat herself, and it contains no question mark"]}