{"id":"cx-two-drafts-send-b-must-pass","audience":"managers","category":"support-work","technique":"verification","track":"support","level":"intermediate","title":"Pick which of two draft replies to send using must-pass criteria","free":false,"task":"Score each draft on C1 to C3 with Y or N, then pick one. Output exactly four lines: \"A: C1 Y, C2 N, C3 Y\" (using your scores), \"B: ...\" in the same form, \"Send: A\" or \"Send: B\" or \"Send: neither\", and \"Reason:\" in one sentence under 20 words. C1 and C2 are must-pass; send the draft that passes both. Plain text.","materialLabel":"Your material (attached to your prompt automatically)","material":"CUSTOMER MESSAGE (Priya Shah): 'My refund for the cracked vase still hasn't arrived. It's been a week. What is happening?'\n\nCRITERIA\nC1: gives the refund timing: 5 to 10 business days from approval.\nC2: does not blame or criticize the customer.\nC3: ends with an offer of further help.\n\nDRAFT A\n\"Hi Priya, as stated in your confirmation email, refunds take 5 to 10 business days from approval, so you should have waited longer before writing. Let me know if you need anything else.\"\n\nDRAFT B\n\"Hi Priya, thanks for checking. Your refund was approved last Thursday, and refunds take 5 to 10 business days from approval to reach your card, so it should arrive by next Thursday at the latest.\"\n\nNOTE: if neither passes both must-pass criteria, send neither.","rules":[{"type":"plainText"},{"type":"maxWords","max":70}],"mistakes":[{"title":"Picking the draft with an offer","why":"The AI prefers A because it passes C3.","fix":"Say: \"C1 and C2 are must-pass.\"","checks":["r1"]},{"title":"Missing the blame in A","why":"The AI scores C2 Y for A.","fix":"Say: \"Check each criterion strictly against the draft.\"","checks":["r0"]},{"title":"Long reason","why":"The AI writes a paragraph.","fix":"Say: \"Reason is one sentence under 20 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":"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":"Gives the line forms","patterns":["a: c1","send: a","reason:"]},{"label":"Says C1 and C2 are must-pass","patterns":["must-pass","must pass"]},{"label":"Limits the reason","patterns":["one sentence","under 20"]},{"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 forms, say which criteria are must-pass and cap the reason.","rubricLabels":["The first line is \"A: C1 Y, C2 N, C3 Y\" and the second line is \"B: C1 Y, C2 Y, C3 N\"","The third line is exactly \"Send: B\"","The fourth line starts with \"Reason:\" and is one sentence saying B passes both must-pass criteria while A blames the customer"]}