{"id":"cx-three-customers-same-bug-replies","audience":"customer-support","category":"support-work","technique":"context","track":"support","level":"intermediate","title":"Reply to three customers about one bug with different credits","free":false,"task":"Write three replies on three lines starting \"Alma:\", \"Ben:\" and \"Chidi:\", each under 28 words and addressed to that customer by first name inside the line. All three say the fix went live at 2:00 p.m. Pro plan customers get the credit from the policy, and Free plan customers do not get one and are not told about it. Plain text, under 130 words in all.","materialLabel":"Your material (attached to your prompt automatically)","material":"BUG: login code emails delayed up to 40 minutes on Nov 4 (fixed at 2:00 p.m. that day).\n\nCUSTOMERS WHO WROTE IN\n- Alma Reyes, Pro plan: \"I was locked out of work for half an hour.\"\n- Ben Hart, Free plan: \"The code took forever. Is it fixed?\"\n- Chidi Eze, Pro plan: \"My team could not log in this morning. What are you doing about it?\"\n\nPOLICY\n- Customers on the Pro plan who were affected get a $5 credit on the next invoice, applied automatically within 3 days.\n- Free plan customers: apologize and confirm the fix; credits are not offered.\n- Do not describe the cause of the delay (still under review).","rules":[{"type":"plainText"},{"type":"maxWords","max":130}],"mistakes":[{"title":"Giving Ben a credit","why":"The AI treats all three the same.","fix":"Say: \"Free plan customers get no credit and no mention of one.\"","checks":["r1"]},{"title":"Explaining the cause","why":"The AI guesses at why codes were slow.","fix":"Say: \"Do not describe the cause.\"","checks":["r2"]},{"title":"Missing the fix time","why":"The AI says 'it's fixed' without the time.","fix":"Say: \"Each line says the fix went live at 2:00 p.m.\"","checks":["r2","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 three lines","patterns":["alma:","ben:","chidi:"]},{"label":"Differentiates by plan","patterns":["pro plan","free plan","no credit"]},{"label":"Bans the cause","patterns":["cause","don'?t (explain|describe)"]},{"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 three line starts, say who gets what and what not to explain.","rubricLabels":["The output is three lines starting Alma:, Ben: and Chidi:, each addressing that person by first name","Alma and Chidi are told about a $5 credit on the next invoice, applied automatically within 3 days; Ben's line mentions no credit","All three lines say the fix went live at 2:00 p.m. and none describes the cause of the delay"]}