{"id":"cx-press-inquiry-forward-reply","audience":"executives","category":"support-work","technique":"constraints","track":"support","level":"beginner","title":"Reply to a journalist who emailed support about an outage","free":false,"task":"Reply to Rina in under 50 words. Start with \"Hi Rina,\", say press questions go to the press team at the address in the policy, and end with \"Jo, Help Desk Team\". Do not confirm or deny any outage, any numbers or any cause, and do not promise a reply time. Plain text.","materialLabel":"Your material (attached to your prompt automatically)","material":"EMAIL TO SUPPORT\nFrom: Rina Castle, Daily Ledger\n\"Hi, we're hearing Lumen had a major outage yesterday affecting thousands of customers. Can you confirm how many customers were hit and what caused it? We're filing at 5 p.m. today.\"\n\nPOLICY - PRESS AND MEDIA\n- Support does not comment on incidents, customer numbers or causes to press.\n- All media requests go to press@lumenapps.example. The comms team decides if and when to respond.\n- Agents forward the email to that address internally and reply once to the sender, politely.\n\nINTERNAL (not to share)\nThe outage lasted 40 minutes and affected about 1,900 customers. Cause under review.","rules":[{"type":"plainText"},{"type":"maxWords","max":50}],"mistakes":[{"title":"Sharing the internal facts","why":"The AI helps with the numbers.","fix":"Say: \"Confirm nothing; give no numbers or causes.\"","checks":["r2"]},{"title":"Promising a response","why":"The AI says the team will reply before 5 p.m.","fix":"Say: \"Promise no reply time.\"","checks":["r2"]},{"title":"Forgetting the press address","why":"The AI says 'contact our team'.","fix":"Say: \"Give press@lumenapps.example.\"","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","r0"]}],"promptHints":[{"label":"Gives greeting and sign-off","patterns":["hi rina","jo, help desk"]},{"label":"Names the press address","patterns":["press@"]},{"label":"Forbids confirming anything","patterns":["don'?t confirm","neither confirm","no numbers","confirm or deny"]},{"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":"Name the greeting, sign-off, the address to give, and what the reply must not confirm.","rubricLabels":["The reply starts with \"Hi Rina,\" and ends with the line \"Jo, Help Desk Team\"","The reply directs her to press@lumenapps.example for media requests","The reply does not mention 40 minutes, 1,900 customers, the cause, or whether an outage happened, and promises no reply time or 5 p.m. response"]}