{"id":"cx-prestart-checklist-macro-rules","audience":"customer-support","category":"support-work","technique":"format","track":"support","level":"beginner","title":"Turn a macro style guide into a five-item pre-send checklist","free":false,"task":"Write a pre-send checklist of exactly 5 lines, each starting with \"[ ] \" (open bracket, space, close bracket, space) followed by a check an agent can answer yes or no, starting with an imperative verb such as Fill or Check. Cover the 24-hour rule from the guide. Plain text, no other lines, under 80 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"MACRO STYLE GUIDE (v3)\nBefore any macro goes out, the agent should look at it again. Macros are used about 2,000 times a week, so small mistakes spread fast.\n- Fill every {{merge field}}. A message that says 'Hi {{first_name}}' is the most reported error.\n- Check the customer's plan against the macro. The Pro macro must not go to Basic customers.\n- Any promised date must be real: if you say 'within 24 hours', set a reminder, and never say 24 hours on a Friday after 3 p.m. (say 'Monday').\n- Read the first line: no 'Unfortunately'. Start with what you can do.\n- Delete internal notes in square brackets, for example [check with finance].\nLong ago the guide also asked agents to add a smiley. That was dropped in v2.","rules":[{"type":"plainText"},{"type":"maxWords","max":80}],"mistakes":[{"title":"Using markdown checkboxes","why":"The AI writes '- [ ]' lists with bullets and bold.","fix":"Say: \"Each line starts with [ ] and a space, plain text.\"","checks":["r0","plainText"]},{"title":"Reviving the smiley","why":"The AI includes the dropped v1 rule.","fix":"Say: \"Only current v3 rules.\"","checks":["r1"]},{"title":"Skipping the Friday trap","why":"The AI writes a generic 'check dates' line.","fix":"Say: \"One item covers the 24-hour Friday rule.\"","checks":["r2"]},{"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 line start","patterns":["\\[ \\]","checkbox"]},{"label":"Asks for yes/no checks starting with verbs","patterns":["yes or no","yes/no","start(s|ing)? with a verb"]},{"label":"Says exactly five","patterns":["exactly 5","five"]},{"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 exact line start, require yes/no checks, and name the rule that must be covered.","rubricLabels":["The output is exactly 5 lines and each starts with \"[ ] \"","Each item is a check that begins with an imperative verb such as Fill, Check or Confirm (not Have, Does or Is), and none asks for a smiley","One item covers the 24-hour promise, saying not to promise 24 hours on a Friday after 3 p.m. (use Monday) or to set a reminder"]}