{"id":"cx-holiday-surge-three-macros-wait-time","audience":"customer-support","category":"support-work","technique":"format","track":"support","level":"intermediate","title":"Write three surge macros that use a wait-time field","free":false,"task":"Write three macros on three lines starting \"Macro 1:\", \"Macro 2:\" and \"Macro 3:\". Each uses {{wait_time}} exactly once and no other merge field, and is under 28 words. Macro 1 is for the first reply, Macro 2 offers chat for quick questions as a faster option than the current {{wait_time}} email wait, Macro 3 is for a customer who has waited longer than {{wait_time}}. Plain text. Do not promise a reply by a specific hour.","materialLabel":"Your material (attached to your prompt automatically)","material":"HOLIDAY SURGE PLAN (Nov 20 to Dec 24)\n- Email replies are slower. The dashboard shows the current typical wait; agents insert it with the merge field {{wait_time}} (for example '2 days').\n- Live chat is open 8 a.m. to 8 p.m. daily and is faster for quick questions (order status, address, password).\n- Customers who have waited longer than the typical wait should be told that we are sorry, that the ticket has been flagged for the next available agent, and that nothing needs to be re-sent.\n- Never promise a reply by a specific hour or date.\n- Old surge macro (retired): 'We will reply within 24 hours.'","rules":[{"type":"plainText"},{"type":"maxWords","max":90}],"mistakes":[{"title":"Using the retired 24-hour promise","why":"The AI reuses the old macro.","fix":"Say: \"Never promise a time; use {{wait_time}}.\"","checks":["r2"]},{"title":"Extra merge fields","why":"The AI adds {{first_name}} or {{ticket_id}}.","fix":"Say: \"Only {{wait_time}}, once per macro.\"","checks":["r1"]},{"title":"Wrong macro jobs","why":"The AI mixes up the three purposes.","fix":"Say: \"Macro 1 first reply, Macro 2 chat, Macro 3 longer wait.\"","checks":["r2","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":["macro 1:","macro 2:","macro 3:"]},{"label":"Names the merge field","patterns":["wait_time","\\{\\{"]},{"label":"Bans time promises","patterns":["never promise","no promise","specific hour"]},{"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 macros and their jobs, the only merge field and the promise to avoid.","rubricLabels":["The output is exactly three lines starting Macro 1:, Macro 2: and Macro 3:","Each line contains {{wait_time}} exactly once and no other merge field","Macro 2 mentions live chat for quick questions (8 a.m. to 8 p.m.), Macro 3 says the ticket is flagged and nothing needs to be re-sent, and none promises a specific hour or '24 hours'"]}