{"id":"cx-chatbot-fallback-three-misses","audience":"customer-support","category":"support-work","technique":"examples","track":"support","level":"intermediate","title":"Write chatbot fallback messages for three misses in a row","free":false,"task":"Write three fallback messages as exactly three lines starting \"Miss 1:\", \"Miss 2:\" and \"Miss 3:\". Each is under 22 words and plain text. Only Miss 3 offers a person, and it includes the field {{queue_wait}} (minutes). Misses 1 and 2 must differ and never repeat \"I didn't understand\".","materialLabel":"Your material (attached to your prompt automatically)","material":"CHATBOT FALLBACK DESIGN (Orbitly Store bot)\nWhen the bot cannot match a question:\n- First miss: ask the customer to rephrase, and suggest one example of a question it can answer (like 'Where is my order?').\n- Second miss: offer 3 topics it can help with: orders, returns, account.\n- Third miss in a row: apologize once and offer a human agent. Expected wait is given by the system field {{queue_wait}}.\n\nCURRENT FALLBACK (all misses): 'I didn't understand. Please try again.' QA found customers type the same thing again and give up.\nMerge fields available: {{first_name}}, {{queue_wait}}.\nTone: friendly, brief, no emoji.","rules":[{"type":"plainText"},{"type":"maxWords","max":70}],"mistakes":[{"title":"Repeating the old fallback","why":"The current message is the same for all misses.","fix":"Say: \"Each miss is different; never say 'I didn't understand'.\"","checks":["r2"]},{"title":"Offering a person too early","why":"The AI offers a human on every miss.","fix":"Say: \"Only Miss 3 offers a person.\"","checks":["r1"]},{"title":"Wrong layout","why":"The AI writes a paragraph.","fix":"Name the three 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":"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 labels","patterns":["miss 1:","miss 2:","miss 3:"]},{"label":"Uses the field","patterns":["queue_wait","\\{\\{"]}],"hint":"Fallbacks should escalate step by step. Name the three labels, what each miss does, and the field.","rubricLabels":["The output is exactly three lines starting Miss 1:, Miss 2: and Miss 3:","Miss 1 asks the customer to rephrase and gives an example question, and Miss 2 offers the three topics orders, returns and account","Miss 3 apologizes once, offers a person and includes {{queue_wait}}, and no line says \"I didn't understand\""]}