{"id":"cx-email-to-chat-three-messages","audience":"customer-support","category":"support-work","technique":"format","track":"support","level":"intermediate","title":"Split a long email answer into three short chat messages","free":false,"task":"Rewrite the email as three chat messages on three lines starting \"Msg 1:\", \"Msg 2:\" and \"Msg 3:\", each under 18 words. Msg 1 gives the answer first, Msg 2 gives the one thing the customer must do, and Msg 3 asks exactly one question. No greeting, no \"Dear\", no sign-off. Plain text.","materialLabel":"Your material (attached to your prompt automatically)","material":"EMAIL DRAFT (to Joon, blender #B-210)\n\"Dear Joon, Thank you for contacting Kitchenly Support, and we are very sorry to hear that the motor on your blender has stopped working. After reviewing your account, we are pleased to confirm that your blender is covered by our 2-year warranty, which means we can send you a replacement free of charge. To process this, we need you to reply with a photo of the label on the bottom of the blender showing the serial number. Once we have the photo, we will ship the replacement within 3 business days. Please let us know whether the shipping address on your account, 22 Harbor Lane, is still correct. Kind regards, Support\"\n\nNOTES\nChat messages should be short because customers read them on phones. The replacement ships only after the photo arrives.","rules":[{"type":"plainText"},{"type":"maxWords","max":60}],"mistakes":[{"title":"Burying the answer","why":"The AI starts with an apology and puts the answer later.","fix":"Say: \"Msg 1 gives the answer first.\"","checks":["r1"]},{"title":"Two questions in Msg 3","why":"The AI asks about the address and the photo.","fix":"Say: \"Msg 3 has exactly one question.\"","checks":["r2"]},{"title":"Email-style formality","why":"The AI keeps 'Dear Joon' and 'Kind regards'.","fix":"Say: \"No greeting, no Dear, no sign-off.\"","checks":["r2","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 three labels","patterns":["msg 1:","msg 2:","msg 3:"]},{"label":"Sets a per-message cap","patterns":["under 18","18 words","each (message|line)"]},{"label":"Rules out greeting and sign-off","patterns":["no greeting","no sign-off","no dear"]},{"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 three messages, what each does, a cap per message and what to leave out.","rubricLabels":["The output is exactly three lines starting Msg 1:, Msg 2: and Msg 3:","Msg 1 says the replacement is covered by the warranty (free), Msg 2 asks for a photo of the serial number label","Msg 3 asks only one question about whether the address 22 Harbor Lane is still correct, and no message contains \"Dear\" or a sign-off"]}