{"id":"cx-chatbot-refusal-lines-friendly","audience":"customer-support","category":"support-work","technique":"tone","track":"support","level":"beginner","title":"Write three friendly bot refusals that offer a person","free":false,"task":"Write the chatbot's reply for three out-of-scope questions, as exactly three numbered lines starting with the topic: \"1. Medical:\", \"2. Competitors:\", \"3. Cancel and refund:\". Each reply is under 22 words, friendly, gives no advice or opinion, and ends with the exact question \"Want me to connect you with a person?\" Plain text.","materialLabel":"Your material (attached to your prompt automatically)","material":"FITLOOP APP: CHATBOT SCOPE\nThe bot can answer: how to log a workout, billing dates, how to reset a password, plan features.\nThe bot must not: give medical or health advice, compare us with other apps, negotiate cancellations or refunds (humans only).\n\nBAD REPLIES FOUND IN REVIEW\n- User: 'Is this plan safe with my knee surgery?' Bot: 'Yes, low-impact workouts are usually fine after surgery.'\n- User: 'Are you better than StrideMate?' Bot: 'Yes, we have more workouts and better reviews!'\n- User: 'Cancel my plan and refund me.' Bot: 'Sure, I've cancelled it and issued a refund.'\n\nTone guide: warm, short, no scolding.","rules":[{"type":"numberedItems","count":3},{"type":"plainText"}],"mistakes":[{"title":"Answering the question","why":"The AI gives a helpful medical tip or compares apps.","fix":"Say: \"Give no advice or opinion; just redirect.\"","checks":["r1"]},{"title":"Promising the refund","why":"The AI says it will cancel or refund.","fix":"Say: \"Only a person can cancel or refund; don't promise either.\"","checks":["r2"]},{"title":"Changing the closing question","why":"The AI paraphrases it or drops it.","fix":"Give the exact question to end every line.","checks":["r0"]},{"title":"Leaving the list shape open","why":"The AI picks its own number of items and its own layout.","fix":"Show the shape: \"exactly N numbered lines like: 1. Label: detail\".","checks":["numberedItems"]},{"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"]}],"promptHints":[{"label":"Fixes the number of lines","patterns":["\\b\\d+\\b.{0,15}(lines|items|numbered)","numbered","exactly \\d+"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Shows the labels","patterns":["medical:","competitors:","cancel and refund"]},{"label":"Gives the closing question","patterns":["connect you with a person","end with"]}],"hint":"Bot replies need a rule for what not to do and an exact closing line. Give both and show the labels.","rubricLabels":["The output has exactly three numbered lines starting \"1. Medical:\", \"2. Competitors:\" and \"3. Cancel and refund:\", and each ends with the exact question \"Want me to connect you with a person?\"","The medical reply gives no health advice and the competitor reply gives no opinion or comparison, such as saying we are better","The cancel and refund reply does not say the plan is cancelled or a refund is issued or approved"]}