{"id":"cx-internal-incident-update-support-team","audience":"customer-support","category":"support-work","technique":"grounding","track":"support","level":"advanced","title":"Brief the support team during an incident: know, tell, avoid","free":false,"task":"Write the internal update for the support team's Slack channel, exactly three lines starting \"We know:\", \"Tell customers:\" and \"Don't say:\". Use only confirmed facts. Don't say lists the two things not confirmed. Plain text, under 90 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"INCIDENT 41, status 3:20 PM\nCONFIRMED (engineering lead Rhea): invoice emails have not been sent since 9:00 AM. The sending service is failing; the fix is being deployed. Customers can still download invoices from the Billing page. No invoices are lost; they will send once the fix is in.\nNOT CONFIRMED: (a) the cause: 'maybe the new email vendor' (Rhea's guess), (b) the time: 'should be about an hour' (Ben's guess).\nSupport guidance from the manager: tell customers to download from the Billing page; no credits are authorized; no timeline can be promised.\nCurrent ticket volume: 38 tickets about missing invoices.","rules":[{"type":"plainText"},{"type":"maxWords","max":90}],"mistakes":[{"title":"Stating the guesses as facts","why":"The AI repeats 'about an hour' and the vendor theory.","fix":"Say: \"Only confirmed facts. List the unconfirmed ones under Don't say.\"","checks":["r2"]},{"title":"Missing the workaround","why":"The AI explains the failure but gives no customer guidance.","fix":"Say: \"Tell customers: download from the Billing page.\"","checks":["r1"]},{"title":"Wrong layout","why":"The AI writes a long Slack post.","fix":"Name the three labels.","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 three labels","patterns":["we know:","tell customers:","don.t say:"]},{"label":"Limits to confirmed","patterns":["confirmed","only"]}],"hint":"In an incident, support needs facts, a message and a don't-say list. Name all three and keep guesses out of the facts.","rubricLabels":["The output is exactly three lines starting We know:, Tell customers: and Don't say:","We know says invoice emails stopped at 9:00 AM, a fix is being deployed, and no invoices are lost; Tell customers says to download invoices from the Billing page","Don't say names both unconfirmed items (the email vendor cause and the one-hour timeline) and also credits or promised times"]}