{"id":"cx-macro-address-change-two-branches","audience":"customer-support","category":"support-work","technique":"format","track":"support","level":"intermediate","title":"Write an address-change macro with two branches","free":false,"task":"Write one macro with exactly two lines starting \"Not shipped:\" and \"Shipped:\". Use the merge fields {{first_name}} and {{order_number}} once each in total across the two lines and no others. Use the current policy only. Plain text, under 70 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"ADDRESS CHANGE POLICY (current, effective Oct 1)\n- If the order has NOT shipped: we update the address for free. The customer must reply with the full new address within 24 hours, or the order ships to the old address.\n- If the order HAS shipped: we cannot change the address. The customer can redirect it with the carrier using the tracking link, or refuse the delivery and we refund when it returns. Refund after the parcel comes back, 5 business days.\n- We never change the address by phone, only in writing in the ticket.\n\nOLD POLICY (before Oct 1): 'We can reroute any package for $8.' (Discontinued.)\n\nMacro tips: use {{first_name}} in the first line and {{order_number}} in the second line.","rules":[{"type":"plainText"},{"type":"maxWords","max":70}],"mistakes":[{"title":"Using the old reroute fee","why":"The old policy offers $8 rerouting and the AI includes it.","fix":"Say: \"Current policy only. No rerouting fee.\"","checks":["r2"]},{"title":"Missing the 24-hour condition","why":"The AI says 'we'll update it' without the reply condition.","fix":"Say: \"Reply with the full address within 24 hours.\"","checks":["r1"]},{"title":"Wrong structure","why":"The AI writes headings and bullet points.","fix":"Name the two line starts.","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 fields","patterns":["first_name","order_number"]},{"label":"Names branches","patterns":["not shipped:","shipped:"]}],"hint":"Two-branch macros must follow today's policy. Give the line starts, the merge fields and the conditions.","rubricLabels":["The macro is exactly two lines starting \"Not shipped:\" and \"Shipped:\" and uses {{first_name}} and {{order_number}} once each and no other merge field","The Not shipped line says the address is updated free if the customer replies with the full new address within 24 hours","The Shipped line says we can't change the address and the customer can redirect via the carrier tracking link or refuse delivery, with no $8 rerouting fee"]}