{"id":"cx-roleplay-card-hidden-fact-template","audience":"learning-development","category":"support-work","technique":"format","track":"support","level":"intermediate","title":"Build a role-play card for new agents with a hidden fact","free":false,"task":"Write a role-play card with exactly five lines starting \"Persona:\", \"Situation:\", \"Hidden fact:\", \"Agent should:\" and \"Success looks like:\". The hidden fact is the real reason for the delay, taken from the material. The card must not invent any compensation. Plain text, under 150 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"TRAINING SCENARIO SEED - late international parcel\nCustomer type: first-time buyer, polite but worried, ordered a birthday gift for a niece.\nOrder: ceramic mug set, $48, shipped Oct 30 to the UK, promised by Nov 6. Today is Nov 8.\nTracking: stuck at 'Held at customs' since Nov 3.\nWhat the customer doesn't know: customs is waiting for a recipient phone number, which was left blank at checkout. The carrier emailed the customer on Nov 4 (went to spam).\nIf the number is added today, customs usually releases within 2 business days.\nPolicy: no compensation is offered for customs holds. Agents should not blame the customer. Agents can update the number on the customer's behalf only after confirming it by reply.\nSkill goals: explain a delay clearly, ask for one thing, give a date.","rules":[{"type":"plainText"},{"type":"maxWords","max":150}],"mistakes":[{"title":"Inventing compensation","why":"The AI adds a coupon or refund to make it nice.","fix":"Say: \"No compensation is offered for customs holds.\"","checks":["r2"]},{"title":"Missing the hidden fact","why":"The AI invents a different cause like a warehouse delay.","fix":"Say: \"Use the real reason from the material as the hidden fact.\"","checks":["r1"]},{"title":"Wrong card shape","why":"The AI writes a story.","fix":"Name the five labels.","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":"Names the five labels","patterns":["persona:","situation:","hidden fact:","agent should:","success looks like"]},{"label":"Says to take the cause from the material","patterns":["from the material","real reason","only from"]},{"label":"Bans invented compensation","patterns":["no compensation","don'?t invent","not invent"]},{"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 five labels, say where the hidden fact comes from and what must not be invented.","rubricLabels":["The output is exactly five lines starting Persona:, Situation:, Hidden fact: , Agent should: and Success looks like:","Hidden fact says customs is waiting for a recipient phone number that was left blank at checkout (and the carrier email went to spam)","Agent should and Success looks like involve asking for the phone number and giving a release estimate of about 2 business days, and nothing offers compensation, a refund or a discount"]}