{"id":"cx-one-update-three-channels","audience":"customer-support","category":"support-work","technique":"format","track":"support","level":"beginner","title":"Write the same delay update for email, chat and SMS","free":false,"task":"Write the same delay update three ways, as exactly three lines starting \"Email:\", \"Chat:\" and \"SMS:\". Email is under 35 words and includes the placeholder [tracking link]. Chat is under 18 words. SMS is under 16 words and starts with \"Shopsy:\". All give the new date. Plain text, no emojis.","materialLabel":"Your material (attached to your prompt automatically)","material":"ORDER #3321 UPDATE (Shopsy, an online shop)\nCustomer: Sam Whitaker. The parcel is delayed by the carrier. Old estimate: Fri Nov 6. New estimate: Tuesday Nov 10.\nWhat Sam can do: use the tracking page (placeholder [tracking link]) to see live updates. Reply here if the parcel hasn't arrived by Nov 10.\nApologize once per message at most. No compensation has been approved.\n\nChannel notes: Email can be a little warmer. Chat is short and conversational. SMS must be tiny.\nOld macro (retired): 'Your order is on its way and will arrive soon!!' (No date, too vague.)\nTeam rule: no emojis, no exclamation marks.","rules":[{"type":"plainText"},{"type":"maxWords","max":90}],"mistakes":[{"title":"Reusing the vague macro","why":"The old macro says soon with no date.","fix":"Say: \"Every line gives the date: Tuesday Nov 10.\"","checks":["r1"]},{"title":"Wrong lengths","why":"The AI writes the same long text three times.","fix":"Say: \"Email under 35 words, Chat under 18, SMS under 14.\"","checks":["r2"]},{"title":"Wrong labels","why":"The AI writes headings and explanations.","fix":"Name the three 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 the labels","patterns":["email:","chat:","sms:"]},{"label":"Sets channel limits","patterns":["35 words","18 words","14 words"]}],"hint":"Each channel has a different length. Name the labels, the limits, and what every version must contain.","rubricLabels":["The output is exactly three lines starting Email:, Chat: and SMS:","All three lines give the new date of Tuesday Nov 10, the Email line includes [tracking link], and the SMS line starts with Shopsy:","The lengths fit (Email under 35 words, Chat under 18, SMS under 16), with no emojis and no compensation offered"]}