{"id":"cx-pause-confirmation-resume-date","audience":"customer-support","category":"support-work","technique":"context","track":"support","level":"beginner","title":"Confirm a subscription pause with the correct resume date","free":false,"task":"Write the pause confirmation to Lena. First line exactly \"Hi Lena,\". Then three lines starting \"Pause starts:\", \"Resumes:\" and \"What changes:\". Last line exactly \"Pablo, Support\". Use the dates from the account, not the customer's words. Plain text, under 70 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKET #3305 (Nov 6). Customer Lena Ortiz wrote: \"Please pause my plan for 2 months from today, I'm traveling.\"\n\nACCOUNT FACTS\n- Plan: Monthly, $19 per month, billed on the 15th.\n- Pause rule: a pause starts on the next billing date and lasts whole months. Maximum pause is 3 months.\n- So Lena's pause starts Nov 15 (no charge on Nov 15) and lasts 2 months. Billing resumes on Jan 15 with a $19 charge.\n- During a pause: read-only access, all data kept, no charges.\n\nLena said 'from today' (Nov 6), which would end Jan 6. That is not how pauses work here.\nPablo is the agent.","rules":[{"type":"plainText"},{"type":"maxWords","max":70}],"mistakes":[{"title":"Using the customer's dates","why":"She said 2 months from today, and the AI counts from Nov 6.","fix":"Say: \"A pause starts on the next billing date, Nov 15.\"","checks":["r1"]},{"title":"Missing what changes","why":"The AI states dates and no effects.","fix":"Say: \"What changes: read-only, data kept, no charges.\"","checks":["r2"]},{"title":"Generic open and close","why":"The AI writes 'Dear Lena' and 'Regards'.","fix":"Give both lines exactly.","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":["pause starts:","resumes:","what changes:"]},{"label":"Uses account dates","patterns":["account","nov 15","jan 15"]}],"hint":"Policy dates may differ from what the customer said. Use the account facts, name the labels and give the exact lines.","rubricLabels":["The first line is exactly \"Hi Lena,\" and the last line is exactly \"Pablo, Support\"","Pause starts says Nov 15 and Resumes says Jan 15 with the $19 charge, not Nov 6 or Jan 6","What changes says read-only access, data kept, no charges during the pause"]}