{"id":"cx-macro-password-reset-merge","audience":"customer-support","category":"support-work","technique":"format","track":"support","level":"intermediate","title":"Merge three agents' replies into one password-reset macro","free":false,"task":"Three agents answer the same password-reset question in their own ways. Turn their replies into one saved reply. Your helpdesk only fills two placeholders, written exactly {{first_name}} and {{reset_link}}, so use those and no other brackets. Reset links now expire after 30 minutes, and nothing specific to one customer may stay in. Under 90 words, plain text.","materialLabel":"Your material (attached to your prompt automatically)","material":"SAVED REPLY DRAFTS - pasted from tickets #7710, #7744, #7790\n\nReply by Tomas (#7710):\nHi Gary! Sorry the link didn't work on your iPhone. I've sent a fresh reset link: [link]. It's good for 24 hours. If the email doesn't show up, check spam and the Promotions tab. Once you're in, you can turn on two-step login under Settings > Security. Cheers, Tomas\n\nReply by Ana (#7744):\nHello Ms. Ruiz, thanks for your patience while your Denver office was locked out. Here is your new link: <RESET LINK>. Please use it within 48 hours. Make sure you open it in the same browser you'll log in from. If it says \"expired\", just request another from the login page. Best, Ana\n\nReply by Kofi (#7790):\nHey there - new link below, valid 24h.\nLINK_HERE\nTip: if your company uses an email filter, ask IT to allow mail from no-reply@ledgerlyapp.example. Any trouble, just reply. - Kofi","rules":[{"type":"maxWords","max":90},{"type":"plainText"}],"mistakes":[{"title":"Keeping the old placeholders","why":"The AI keeps [link] or invents [Customer Name], which your helpdesk sends out literally.","fix":"Say: \"Use only {{first_name}} and {{reset_link}}, written exactly like that.\"","checks":["r0"]},{"title":"Copying the old expiry time","why":"The drafts say 24 or 48 hours, and the AI picks one of them.","fix":"Tell it what changed: \"Links now expire after 30 minutes.\"","checks":["r1"]},{"title":"Leaving customer details in","why":"The AI blends the drafts and keeps a name, a device or an office from one ticket.","fix":"Add: \"Remove anything specific to one customer or agent.\"","checks":["r2"]},{"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 90 words.","fix":"Cap each part instead of the total: \"each line under 15 words\".","checks":["maxWords"]},{"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"]}],"promptHints":[{"label":"Names the exact placeholders","patterns":["\\{\\{first_name\\}\\}","\\{\\{reset_link\\}\\}"]},{"label":"Gives the new expiry","patterns":["30 min","thirty min"]},{"label":"Strips one-off details","patterns":["specific","customer detail","agent name","generic"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count|cap)"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]}],"hint":"A macro goes to hundreds of people. Tell the AI the exact placeholder syntax your tool fills and what changed since these drafts were written.","rubricLabels":["Uses exactly the placeholders {{first_name}} and {{reset_link}} and no other placeholder styles (no [link], <RESET LINK>, LINK_HERE, [Name] or similar)","Says the link expires after 30 minutes and does not mention 24 hours or 48 hours","Contains nothing specific to one customer (no Gary, Ms. Ruiz, iPhone, Denver office) and no agent's name"]}