{"id":"cx-delivery-attempt-reply-depot-pickup","audience":"customer-support","category":"support-work","technique":"constraints","track":"support","level":"beginner","title":"Explain a failed delivery attempt and offer depot pickup","free":false,"task":"Reply to Joss. Start with \"Hi Joss,\", make the first sentence the delivery status with the date and time of the attempt and the retry date, then give the depot pickup option with address and hours, and end with \"Tia\". Do not blame the customer or the carrier. Plain text, under 60 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKET - Joss Mercer, order #4471\n\"Tracking says delivery attempted but I was home all day! Where is my parcel?\"\n\nTRACKING EVENTS (carrier Swiftpost)\nNov 2, 10:14 a.m. - Label created\nNov 3, 6:40 p.m. - Picked up, Portland OR\nNov 4, 6:12 a.m. - Arrived at hub, Reno NV\nNov 5, 10:05 p.m. - Departed hub\nNov 6, 8:30 a.m. - Out for delivery\nNov 6, 5:45 p.m. - Delivery attempted, recipient not available. Retry Nov 7.\n\nCARRIER INFO\nDepot pickup: 400 Mill Road, open Mon to Fri 9 a.m. to 5 p.m., Sat 9 a.m. to noon. Bring photo ID and the tracking number.","rules":[{"type":"plainText"},{"type":"maxWords","max":60}],"mistakes":[{"title":"Arguing about being home","why":"The AI says 'the driver reports you were not available'.","fix":"Say: \"Don't blame the customer or the carrier.\"","checks":["r2"]},{"title":"Burying the status","why":"The AI starts with an apology paragraph.","fix":"Say: \"The first sentence is the status with date, time and retry date.\"","checks":["r1"]},{"title":"Leaving out pickup details","why":"The AI says 'you can collect it' with no address or hours.","fix":"Say: \"Give the depot address and hours.\"","checks":["r2"]},{"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","r0"]}],"promptHints":[{"label":"Gives the greeting and sign-off","patterns":["hi joss","tia"]},{"label":"Orders the content","patterns":["first sentence","status first","start with the status"]},{"label":"Mentions the depot","patterns":["depot","pickup","400 mill"]},{"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":"Say what the first sentence must contain, what option to offer and what not to say.","rubricLabels":["The reply starts with \"Hi Joss,\" and ends with the line \"Tia\"","The first sentence after the greeting says a delivery was attempted on Nov 6 at 5:45 p.m. and will be retried on Nov 7","The reply gives the depot pickup at 400 Mill Road with its hours, and does not say Joss was not home or blame the carrier"]}