{"id":"cx-curt-replies-neutral-rewrite","audience":"customer-support","category":"support-work","technique":"tone","track":"support","level":"intermediate","title":"Rewrite three curt agent sentences in a neutral tone","free":false,"task":"Rewrite the three sentences from agent replies. Exactly 3 numbered lines, each a neutral, polite sentence of 22 words or fewer that keeps every fact. Do not use \"as I said\", \"unfortunately\", \"per my last email\" or \"obviously\". Plain text.","materialLabel":"Your material (attached to your prompt automatically)","material":"CURT SENTENCES FOUND IN QA REVIEW (keep the facts)\n1. \"As I said, refunds take 5 business days, so stop emailing us about it.\" Fact: refunds take 5 business days; the refund was issued Nov 3.\n2. \"Unfortunately you did it wrong; the form needed your order number.\" Fact: the form needs the order number; please resubmit with order #4410.\n3. \"Per my last email, the fix is in the Settings tab, obviously.\" Fact: the fix is in Settings > Notifications; turn off 'Digest mode'.\n\nQA GUIDANCE: neutral and polite, no blame, no sarcasm, no pressure. Keep each fact exactly: dates, order numbers, menu paths.\nThe agents' manager will read the rewrites; they are for coaching only.","rules":[{"type":"numberedItems","count":3},{"type":"plainText"}],"mistakes":[{"title":"Keeping the phrases","why":"The AI softens but keeps 'as I said' or 'unfortunately'.","fix":"Say: \"Never use as I said, unfortunately, per my last email, obviously.\"","checks":["r2"]},{"title":"Dropping a fact","why":"The AI loses the date, the order number or the menu path.","fix":"Say: \"Keep every fact exactly.\"","checks":["r1"]},{"title":"Wrong format or length","why":"The AI adds explanations per line.","fix":"Say: \"3 numbered lines, 22 words or fewer each.\"","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":"Bans the phrases","patterns":["as i said","unfortunately","obviously"]},{"label":"Keeps the facts","patterns":["every fact","keep","order number"]}],"hint":"Tone rewrites must keep the facts and drop the loaded phrases. Name the banned phrases and the facts to keep.","rubricLabels":["The output has exactly 3 numbered lines, each a single sentence of 22 words or fewer","The facts are kept: refunds take 5 business days and the refund was issued Nov 3; resubmit the form with order #4410; the fix is Settings > Notifications, turning off Digest mode","None of the lines uses as I said, unfortunately, per my last email or obviously, and none blames the customer or tells them to stop emailing"]}