{"id":"cx-handoff-three-line-summary","audience":"customer-support","category":"support-work","technique":"audience","track":"support","level":"beginner","title":"Summarize a long ticket thread for the next agent","free":false,"task":"Kwame takes over this ticket tomorrow. Write exactly three lines starting \"Status:\", \"Customer wants:\" and \"Next step:\". Next step names an owner and a time. Plain text, under 60 words. Use the customer's latest request, not an earlier one.","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKET #7340 | Customer: Bluebird Florals (owner: Hana)\n\nNov 2, Hana: \"Please cancel my subscription and refund this month's $59.\"\nNov 2, Agent Lee: Cancelled the plan. Refund of $59 needs manager sign-off (over $50 limit). Asked Mei (manager).\nNov 3, Hana: \"Actually, instead of a refund can I have the month credited toward the Pro plan upgrade? I changed my mind about cancelling.\"\nNov 3, Agent Lee: Plan is cancelled; I can reactivate it free within 7 days (until Nov 9). Waiting on Hana's go-ahead.\nNov 4, Mei: Refund approved if still needed. Credit toward Pro is fine too, just tell me which.\nNov 5, Hana: \"Yes please reactivate, and apply the credit to Pro. Call me at the shop after 2 PM, I'm busy mornings.\"","rules":[{"type":"plainText"},{"type":"maxWords","max":60}],"mistakes":[{"title":"Using the first request","why":"The AI reads the thread top to bottom and reports the refund request.","fix":"Say: \"Use the customer's latest request.\"","checks":["r1"]},{"title":"Missing owner and time","why":"The AI writes a vague next step like 'follow up with customer'.","fix":"Say: \"Next step must name Kwame and a time.\"","checks":["r2"]},{"title":"Retelling everything","why":"The AI summarizes the whole thread in a paragraph.","fix":"Name the three labels and the word cap.","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":"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 labels","patterns":["status:","customer wants","next step"]},{"label":"Uses the latest request","patterns":["latest","most recent","final"]}],"hint":"Threads change direction. Tell the AI to use the latest request and how to end with an owner and a time.","rubricLabels":["The output is exactly three lines starting Status:, Customer wants: and Next step:","Customer wants says reactivate the subscription and apply the $59 credit toward Pro, not a refund or cancellation","Next step names an owner (Kwame) and a time of after 2 PM, and mentions reactivation must happen by Nov 9"]}