{"id":"cx-escalation-what-happens-next-three-lines","audience":"customer-support","category":"support-work","technique":"context","track":"support","level":"intermediate","title":"Explain what happens after an escalation without promising an outcome","free":false,"task":"Reply to Hugo. First line exactly \"Hi Hugo,\", then three lines starting \"Today:\", \"Within 2 business days:\" and \"After that:\", then the line \"Nova, Escalations Desk\". Use only the process below, and promise no outcome. Plain text, under 85 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKET - Hugo Brandt\n\"You said you'd escalate my billing problem. What does that actually mean? Who looks at it and when will it be fixed?\"\n\nESCALATION PROCESS (billing)\n1. Today: the ticket moves to the Billing Specialists team with the full history, so Hugo does not have to repeat anything.\n2. Within 2 business days: a specialist reviews the account and either contacts Hugo by email or asks for a missing document.\n3. After that: the specialist shares the outcome and the next steps in writing. Timing of any correction depends on what the review finds; no fix date can be given up front.\n\nDO NOT\nPromise a refund, a fix or a date. Do not name the specialist (assigned after review).","rules":[{"type":"plainText"},{"type":"maxWords","max":85}],"mistakes":[{"title":"Promising a fix date","why":"The AI says 'it will be fixed by Friday'.","fix":"Say: \"Promise no outcome, refund or date.\"","checks":["r2"]},{"title":"Skipping the three labels","why":"The AI writes one paragraph.","fix":"Name the three line starts.","checks":["r1"]},{"title":"Missing the exact lines","why":"The AI writes its own greeting and sign-off.","fix":"Quote the first and last lines.","checks":["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":["today:","within 2 business days:","after that:"]},{"label":"Quotes first and last lines","patterns":["hi hugo","nova, escalations desk"]},{"label":"Rules out promises","patterns":["promise no","don'?t promise","no outcome"]},{"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 labels, quote the first and last lines and say what must not be promised.","rubricLabels":["The reply starts with the line \"Hi Hugo,\" and ends with the line \"Nova, Escalations Desk\"","There are three lines starting Today:, Within 2 business days: and After that: that match the process (moved to Billing Specialists with full history; specialist review and contact; outcome and next steps in writing)","The reply promises no refund, fix or date, and names no specialist"]}