{"id":"cx-escalation-trigger-phrases-filter","audience":"customer-support","category":"support-work","technique":"constraints","track":"support","level":"beginner","title":"Find which messages contain escalation trigger phrases","free":false,"task":"Check the eight messages for the three trigger phrases: \"cancel\", \"lawyer\" and \"third time\" (any capitalization). Write exactly two lines: \"Escalate:\" with the message ids in order, separated by commas, and \"Count:\" with the number. Plain text, nothing else.","materialLabel":"Your material (attached to your prompt automatically)","material":"INCOMING MESSAGES (Nov 6)\nM1: \"Where is my order? It's been 5 days.\"\nM2: \"This is the THIRD TIME I'm writing. Fix it.\"\nM3: \"Please cancel my subscription.\"\nM4: \"Thanks, all good now.\"\nM5: \"My lawyer says I should write to you.\"\nM6: \"Can I change my delivery address?\"\nM7: \"I'm going to cancel unless this is fixed today.\"\nM8: \"The app crashed again. Third crash this week.\"\n\nTRIGGER PHRASES: 'cancel' (also 'cancellation' is NOT a trigger; only the word cancel), 'lawyer', 'third time'. Match case-insensitively.\nNote: M8 says 'Third crash', not 'third time', so it does not match.\nA teammate's list: 'M2, M3, M5, M7, M8'. (M8 does not match.)","rules":[{"type":"plainText"},{"type":"maxWords","max":20}],"mistakes":[{"title":"Including M8","why":"The teammate's list and the word third tempt the AI.","fix":"Say: \"Match the exact phrases only: cancel, lawyer, third time.\"","checks":["r1"]},{"title":"Missing the case-insensitive match","why":"M2 is in capitals and the AI skips it.","fix":"Say: \"Match case-insensitively.\"","checks":["r1"]},{"title":"Wrong layout","why":"The AI explains each message.","fix":"Say: \"Two lines: Escalate: and Count:.\"","checks":["r0","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"]}],"promptHints":[{"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+"]},{"label":"Names the phrases","patterns":["cancel","lawyer","third time"]},{"label":"Gives the line format","patterns":["escalate:","count:"]}],"hint":"Filtering tasks need the exact phrases, the case rule and the output format.","rubricLabels":["The output is exactly two lines starting Escalate: and Count:","Escalate lists M2, M3, M5, M7 in order, separated by commas, and not M8","Count is 4"]}