{"id":"cx-legal-threat-reply-and-internal-flag","audience":"customer-support","category":"support-work","technique":"constraints","track":"support","level":"advanced","title":"Reply to a legal threat without taking a side; flag it","free":false,"task":"Write two parts. Part 1 starts with \"REPLY:\" and is a customer email under 55 words that acknowledges the message, says a specialist team will contact them within 1 business day, and does not admit fault, deny anything, promise a refund or comment on legal matters. Part 2 starts with \"INTERNAL:\" and is one line for the escalations team with the ticket number, the amount and the customer's deadline as a date. Plain text.","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKET #55120 - received Wed Nov 11\nFrom: Carl Reyes\n\"You have charged me $850 for an annual plan I cancelled in September. I have emails proving it. If I don't get a full refund by Friday I will sue and contact my lawyer. This is fraud.\"\n\nACCOUNT\n- Annual plan $850 charged Nov 8.\n- Cancellation request logged Sep 30, status 'pending confirmation' (never confirmed by the system).\n\nSUPPORT PROCESS\n- Messages mentioning legal action, lawyers or regulators go to the escalations team (escalations@vantage.example). Agents do not discuss legal matters, admit fault, or deny claims.\n- The escalations team contacts the customer within 1 business day.\n- Friday is Nov 13.","rules":[{"type":"plainText"},{"type":"maxWords","max":110}],"mistakes":[{"title":"Promising or denying a refund","why":"The AI agrees to refund or says the plan is valid.","fix":"Say: \"Don't promise, deny or admit anything.\"","checks":["r1"]},{"title":"Answering the legal threat","why":"The AI says 'we take legal matters seriously' or discusses the lawsuit.","fix":"Say: \"No comment on legal matters; route to the specialist team.\"","checks":["r1"]},{"title":"Missing internal details","why":"The AI leaves out the ticket number or deadline date.","fix":"Say: \"The INTERNAL line includes ticket number, amount and the deadline date.\"","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 two parts","patterns":["reply:","internal:"]},{"label":"Forbids positions","patterns":["don'?t admit","no (admission|promise)","do not admit"]},{"label":"Asks for the internal details","patterns":["ticket number","amount","nov 13"]},{"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 two parts, say what the customer reply must avoid, and list what the internal line carries.","rubricLabels":["The output has a part starting \"REPLY:\" and a part starting \"INTERNAL:\", with the REPLY under 55 words","The REPLY acknowledges the message and says a specialist team will contact them within 1 business day, without admitting fault, denying the claim, promising a refund or commenting on lawyers or legal action","The INTERNAL line includes ticket #55120, the $850 amount and the Friday Nov 13 deadline, and may note the legal threat for escalations"]}