{"id":"cx-macro-verification-three-tones","audience":"customer-support","category":"support-work","technique":"examples","track":"support","level":"intermediate","title":"Write three tones of an account-verification macro","free":false,"task":"Write the same account-verification macro in three tones, as exactly three lines starting \"Friendly:\", \"Formal:\" and \"Short:\". Each uses the merge fields {{first_name}} and {{ticket_id}}. Each asks only for the account email and the last 4 digits of the phone number. Plain text, under 100 words in total.","materialLabel":"Your material (attached to your prompt automatically)","material":"VERIFICATION RULES (Support handbook)\nBefore changing anything on an account, we confirm identity with TWO things from the customer: the email address on the account, and the last 4 digits of the phone number on file.\nWe NEVER ask for passwords, full card numbers, one-time codes, or government ID numbers.\nIf the customer can't give both, we politely decline to change the account and offer to email the address on file.\n\nOLD MACRO (retired Sept): 'Hi {{name}}, to check it's you please reply with your password and the card you used. Ref {{ticket}}.'\n\nStyle guide: Friendly = warm, contractions OK. Formal = no contractions, full sentences. Short = one sentence.","rules":[{"type":"plainText"},{"type":"maxWords","max":100}],"mistakes":[{"title":"Copying the retired macro","why":"The old macro asks for a password and the AI reuses its idea.","fix":"Say: \"Never ask for passwords, card numbers or codes.\"","checks":["r2"]},{"title":"Wrong merge fields","why":"The AI copies {{name}} and {{ticket}} from the old macro.","fix":"List them: \"Use only {{first_name}} and {{ticket_id}}.\"","checks":["r0"]},{"title":"Asking for something else","why":"The AI adds extra proof such as date of birth.","fix":"Say: \"Ask only for the account email and last 4 digits of the phone.\"","checks":["r1"]},{"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":"Lists the fields","patterns":["first_name","ticket_id","merge"]},{"label":"Names the three tones","patterns":["friendly","formal","short"]}],"hint":"Name the three labels and merge fields, say exactly what to ask for, and say what never to ask for.","rubricLabels":["The output is exactly three lines starting Friendly:, Formal: and Short:, and each line contains both {{first_name}} and {{ticket_id}} and no other double-brace field","Each line asks for the account email and the last 4 digits of the phone number","No line asks for a password, card details or a code, and the Formal line uses no contractions"]}