{"id":"cx-chatbot-answer-from-article-handoff","audience":"customer-support","category":"support-work","technique":"format","track":"support","level":"intermediate","title":"Turn a help article into a short chatbot answer with a handoff trigger","free":false,"task":"Write two lines: \"Answer:\" (the bot's reply in at most 35 words, two steps in one sentence each, no links) and \"Hand off when:\" (one condition from the article that a bot should not handle). Plain text, under 70 words total.","materialLabel":"Your material (attached to your prompt automatically)","material":"HELP ARTICLE - Change the billing email\nWho can do this: account owners and billing admins. Other team members will not see the Billing tab.\nSteps:\n1. Go to Settings > Billing > Contacts.\n2. Click Edit next to the billing email, type the new address and click Save.\nThe new address gets a verification email; invoices keep going to the old address until it is verified (usually within minutes).\nIf the old email address no longer works and you cannot sign in, we need to verify your identity first. This cannot be done in chat; contact support by phone.\nInvoices already sent are not re-sent to the new address, but you can download them from Billing > Invoices.\n\nBOT RULES\nThe bot may give steps. It may not verify identity or access accounts.","rules":[{"type":"plainText"},{"type":"maxWords","max":70}],"mistakes":[{"title":"Bot answers the identity case","why":"The AI tries to solve the locked-out case.","fix":"Say: \"Hand off when the old email no longer works and they cannot sign in.\"","checks":["r2"]},{"title":"Too long","why":"The AI pastes the article.","fix":"Say: \"At most 35 words in the Answer.\"","checks":["r1"]},{"title":"Wrong layout","why":"The AI writes one paragraph.","fix":"Name the two labels.","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":"Names the two labels","patterns":["answer:","hand off when"]},{"label":"Limits the answer","patterns":["35 words","at most 35","two steps"]},{"label":"Says the bot can't verify identity","patterns":["identity","verify","can'?t"]},{"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":"Name the two lines, cap the answer length and say which case the bot must pass on.","rubricLabels":["The output has two lines starting Answer: and Hand off when:","The Answer line has two steps (Settings > Billing > Contacts, then Edit and Save) in at most 35 words and says the new address must be verified, with no link","The Hand off line names the case where the old email no longer works and the customer cannot sign in (identity check needed by phone)"]}