{"id":"cx-sla-first-reply-time-math","audience":"customer-support","category":"support-work","technique":"verification","track":"support","level":"beginner","title":"Tell a customer exactly when to expect a first reply","free":false,"task":"A customer asks when you will first respond. Write a reply of at most 3 sentences, plain text, with the exact first line \"Hi Ravi,\" and the exact last line \"Support Team\" (these two lines don't count as sentences). Show the math in one sentence, like \"30 minutes Friday + 210 minutes Monday = 12:30 PM Monday\". Do not use the letters SLA, and end with the exact time and time zone.","materialLabel":"Your material (attached to your prompt automatically)","material":"SUPPORT PLAN TERMS (Team plan)\n- Priority 2 first response target: 4 business hours.\n- Business hours: Monday to Friday, 9:00 AM to 5:00 PM Eastern. Weekends and holidays do not count.\n- The clock starts when the ticket is created.\n\nTICKET\nCreated: Friday Nov 6, 4:30 PM ET by Ravi Shah\nPriority: P2\nRavi writes: \"We're closing a deal on Monday afternoon. When exactly will someone answer me?\"\n\nNotes: Monday Nov 9 is a normal business day. Priority 1 tickets get 1 business hour, but this one is P2.","rules":[{"type":"plainText"},{"type":"maxSentences","max":3}],"mistakes":[{"title":"Counting the weekend","why":"The AI counts Saturday and Sunday hours and promises a time that is too early.","fix":"Say: \"Business hours only, Monday to Friday 9 to 5.\"","checks":["r0"]},{"title":"Hiding the math","why":"The AI states a time with no working, so nobody can check it.","fix":"Ask: \"Show the math in one sentence.\"","checks":["r1"]},{"title":"Using jargon","why":"The AI writes 'SLA' because the plan terms do.","fix":"Say: \"Never write SLA. Use plain words.\"","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":"Letting the sentences run on","why":"The AI writes as many sentences as it likes.","fix":"Name the cap: \"at most N sentences\".","checks":["maxSentences"]}],"promptHints":[{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Caps the sentences","patterns":["sentence"]},{"label":"Asks for the math","patterns":["math","show","calculation","work"]},{"label":"Caps the length","patterns":["3 sentences","three sentences"]}],"hint":"Customers need a time, not a policy. Ask for the exact time, the working, and plain words.","rubricLabels":["The first line is \"Hi Ravi,\", the last line is \"Support Team\", and the reply states the first response is due by 12:30 PM Eastern on Monday (Nov 9)","Shows the math as 30 minutes on Friday plus 210 minutes (or 3 hours 30 minutes) on Monday, with no use of the term P1 or one hour","Does not contain the letters SLA anywhere"]}