{"id":"cx-engineering-nudge-four-lines-days-waiting","audience":"customer-support","category":"support-work","technique":"format","track":"support","level":"beginner","title":"Nudge engineering with a four-line message and days waiting","free":false,"task":"Write a Slack message with four lines starting \"Ticket:\", \"Waiting:\", \"Impact:\" and \"Ask:\". Waiting is the number of days since engineering's last reply, today being Nov 6. Ask gives one concrete request with a deadline date. Plain text, under 50 words, and no \"Hi\" or thanks line.","materialLabel":"Your material (attached to your prompt automatically)","material":"ENGINEERING TICKET ENG-3301 (export fails for large accounts)\n- Opened by support Oct 30.\n- Engineering replies: Oct 31 'Reproduced.'; Nov 2 'Looking at it, will update.' Nothing since.\n- Support updates sent to engineering: Nov 4, Nov 5 (no reply).\n- Affected customers so far: 3, including 1 enterprise account (renewal Dec 1).\n- Workaround: smaller date ranges; customers find it slow.\n- Support needs an ETA or a confirmed workaround by Nov 9 to update the enterprise customer.","rules":[{"type":"plainText"},{"type":"maxWords","max":50}],"mistakes":[{"title":"Counting from the open date","why":"The AI says 7 days.","fix":"Say: \"Days since engineering's last reply.\"","checks":["r1"]},{"title":"Adding pleasantries","why":"The AI starts with 'Hi team' and ends with thanks.","fix":"Say: \"No greeting and no thanks line.\"","checks":["r2"]},{"title":"Vague ask","why":"The AI says 'any update?'.","fix":"Say: \"Ask for an ETA or workaround by Nov 9.\"","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":"Names the four labels","patterns":["ticket:","waiting:","impact:","ask:"]},{"label":"Defines Waiting","patterns":["since (engineering|the last)","last reply"]},{"label":"Gives the deadline","patterns":["nov 9","deadline"]},{"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 four labels, define how to count Waiting and ask for a dated request.","rubricLabels":["The message has four lines starting Ticket:, Waiting:, Impact: and Ask:","Ticket gives ENG-3301 and Waiting says 4 days since the Nov 2 reply (not 7 days since Oct 30)","Impact mentions 3 customers including 1 enterprise account, and Ask requests an ETA or workaround by Nov 9; the message has no greeting or thanks line"]}