{"id":"cx-phone-reset-walkthrough-pauses","audience":"customer-support","category":"support-work","technique":"format","track":"support","level":"intermediate","title":"Script a phone walkthrough with a confirmation after every step","free":false,"task":"Write a phone script for walking a customer through a thermostat reset. Exactly 4 steps, each on its own line in the form \"Step 1: ...\", and each step ends with a short yes/no check question and then \"[pause]\". Say the button hold time from the current guide. Plain text, under 110 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"WARMLY SMART THERMOSTAT - factory reset guide v2\n1. Make sure the thermostat is powered (screen is lit). If dark, check the breaker before anything else.\n2. Press and hold the ring button. Hold for 10 seconds. (Guide v1 said 5 seconds; that only restarts the unit and does not reset it.)\n3. Release when the ring turns orange.\n4. Wait about 2 minutes for the white Warmly logo, then the setup screen.\n\nWARNING: a reset erases the saved schedule. Customers should note down their schedule first if they want to keep it.\n\nCALL NOTES\n- Customers are often on the phone while standing at the wall unit, so keep sentences short.\n- Agents should confirm each step before the next.","rules":[{"type":"plainText"},{"type":"maxWords","max":110}],"mistakes":[{"title":"Using the v1 hold time","why":"The AI picks 5 seconds from the old guide.","fix":"Say: \"Hold for 10 seconds, per v2.\"","checks":["r1"]},{"title":"No confirmation questions","why":"The AI writes steps with no checks or pauses.","fix":"Say: \"End each step with a yes/no question and [pause].\"","checks":["r0"]},{"title":"Forgetting the schedule warning","why":"The AI skips the warning.","fix":"Say: \"Warn that a reset erases the schedule.\"","checks":["r2"]},{"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":"Specifies the step format","patterns":["step 1:","\\[pause\\]"]},{"label":"Wants yes/no checks","patterns":["yes/no","yes or no","check question"]},{"label":"Names the hold time","patterns":["10 seconds","10-second"]},{"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+"]}],"hint":"Show the step format with the pause, ask for a check after each step, and name the version of the guide to trust.","rubricLabels":["The script has exactly 4 steps labeled Step 1: to Step 4:, and each ends with a yes/no question followed by [pause]","Step 2 says to hold the ring button for 10 seconds (not 5), and Step 3 says to release when the ring turns orange","The script warns that a reset erases the saved schedule (in or before Step 1) and Step 1 or its check covers the lit screen"]}