{"id":"cx-faq-subscription-pause","audience":"customer-support","category":"support-work","technique":"grounding","track":"support","level":"intermediate","title":"Build an FAQ from the questions customers ask most","free":false,"task":"Turn the top questions in these tickets into a short FAQ for the help center. Use exactly 4 Q&A pairs, written as \"Q:\" and \"A:\" lines, for the four questions asked most often, most-asked first. Answer only from the pause policy, even where an agent's reply says something different. Each answer under 25 words, plain text.","materialLabel":"Your material (attached to your prompt automatically)","material":"PAUSE POLICY (official, Meal Kit subscription)\n- Members can pause for 1 to 3 months. Max 3 months per pause.\n- No charges while paused. Deliveries stop the week after you pause.\n- Pause from Account > Subscription > Pause. Pausing must be done by Wednesday 23:59 to skip the next box.\n- Saved recipes and credits are kept while paused.\n- Members on a promo price keep it after the pause.\n\nTICKET TAGS - questions in October (count)\n\"How long can I pause?\" - 41\n\"Will I be charged while paused?\" - 33\n\"How do I pause?\" - 27\n\"Do I lose my promo price?\" - 12\n\"Can I pause from the app?\" - 6\n\"Can I gift a box?\" - 2\n\nSAMPLE AGENT REPLIES\nAgent Lou: \"You can pause for up to 6 months, no problem!\"\nAgent Kim: \"You won't be charged while paused.\"\nAgent Lou: \"Just pause before Friday and you'll skip that week.\"","rules":[{"type":"plainText"},{"type":"maxWords","max":170}],"mistakes":[{"title":"Picking random questions","why":"The AI writes the FAQ it imagines, not the questions customers actually asked most.","fix":"Say: \"The 4 most-asked questions, most-asked first.\"","checks":["r0"]},{"title":"Trusting the agent replies","why":"The AI mixes in Lou's \"6 months\" and \"Friday\" answers, which are wrong.","fix":"Add: \"Answer only from the official policy, not agent replies.\"","checks":["r1","r2"]},{"title":"Long answers","why":"AI writes a paragraph per answer.","fix":"Cap it: \"Each answer under 25 words.\"","checks":["maxWords"]},{"title":"Markdown FAQ","why":"AI bolds every question and adds headings.","fix":"Say \"plain text, Q: and A: lines, no bold\".","checks":["plainText"]}],"promptHints":[{"label":"Uses the top questions","patterns":["most.asked","most often","top 4","by count"]},{"label":"Answers from policy only","patterns":["only (from )?the (official )?policy","not (the )?agent","official"]},{"label":"Sets the Q/A format","patterns":["q:","a:"]},{"label":"Caps each answer","patterns":["each answer under","under \\d+ words"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]}],"hint":"Customers' real questions are in the ticket counts, and the right answers are in the policy, not the agent replies. Tell the AI both.","rubricLabels":["Has exactly 4 Q:/A: pairs covering, in this order: how long you can pause, whether you're charged, how to pause, and whether you keep the promo price","Says the maximum pause is 3 months (not 6)","The how-to answer gives Account > Subscription > Pause and the Wednesday 23:59 cutoff (not Friday)"]}