{"id":"cx-handoff-summary-tax-exempt","audience":"customer-support","category":"support-work","technique":"audience","track":"support","level":"beginner","title":"Summarize a long ticket for the teammate taking it over","free":false,"task":"You're out tomorrow, and Priya takes over this ticket. Write her a short handoff. The first sentence must say what she has to do and when. Include only what she needs for that call, and skip the password issue that's already fixed. Under 70 words, plain text, no greeting or sign-off.","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKET #52087 - Tax charged on invoice - Hartley Farm Supply (Owen Hartley)\n\nMon 10:12 Owen: We're a tax-exempt co-op. Why did invoice INV-3391 charge us $86 sales tax?\nMon 10:40 Me: Our file shows your exemption certificate expired on Jan 31. Can you send a current one? Once we have it, billing removes the tax and reissues the invoice.\nMon 10:55 Owen: Ugh. Also I can't log in, password reset email never arrives.\nMon 11:20 Me: Fixed - his reset emails were going to an old address. Updated, he logged in fine.\nTue 09:05 Owen: Sent the new certificate.\nTue 09:30 Me: Checked the file - it's an Ohio certificate, but his account and ship-to address are in Indiana. Billing can only accept an Indiana certificate. Told him.\nTue 14:10 Owen: Ugh, OK. I'll have the Indiana one by Thursday morning. Can someone call me Thursday at 10am to confirm and get the invoice fixed? Mobile: on file.\nTue 14:15 Me: Yes, we'll call Thursday at 10am.\nBilling contact for reissue: Carla in AR.","rules":[{"type":"maxWords","max":70},{"type":"plainText"}],"mistakes":[{"title":"Retelling it in order","why":"The AI tells the story from Monday on, so the Thursday call ends up at the bottom.","fix":"Say: \"First sentence: what Priya must do and when.\"","checks":["r0"]},{"title":"Missing the twist","why":"The AI says \"customer sent the certificate\" and misses that it was the wrong state.","fix":"Point it out: \"Note that he sent an Ohio certificate but needs Indiana.\"","checks":["r1"]},{"title":"Including solved issues","why":"The AI lists everything that happened, including the password fix.","fix":"Add: \"Skip the password issue, it's fixed. No greeting or sign-off.\"","checks":["r2"]},{"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 70 words.","fix":"Cap each part instead of the total: \"each line under 15 words\".","checks":["maxWords"]},{"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"]}],"promptHints":[{"label":"Says who it's for","patterns":["priya","teammate","taking over"]},{"label":"Puts the action first","patterns":["first (line|sentence)","start with","lead with","what she (has|needs) to do"]},{"label":"Drops the solved issue","patterns":["password","already fixed","skip"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count|cap)"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]}],"hint":"Your teammate needs the next step, not the history. Tell the AI who's reading, what goes first and what to drop.","rubricLabels":["The first sentence says Priya must call Owen on Thursday at 10am","Says the certificate he sent is from Ohio but billing needs an Indiana one, and that once it's received Carla in billing removes the $86 tax and reissues INV-3391","Leaves out the fixed password-reset issue and has no greeting (like \"Hi Priya\") or sign-off"]}