{"id":"cx-two-issues-one-email-with-referral","audience":"customer-support","category":"support-work","technique":"context","track":"support","level":"intermediate","title":"Answer two requests in one email and route the one you cannot do","free":false,"task":"Write one reply email answering both requests in order, under the labels \"1.\" and \"2.\" at the start of two paragraphs. Request 1 is answered with the steps. Request 2 is not something support can do, so point to the privacy form without promising a result or a date. End with the line \"Ana, Help team\". Plain text, under 110 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKET - Gordon Reid, Pinecrest Books admin\n\"Two things. 1) How do I export all of last year's invoices at once? 2) A former employee, Tessa Lund, left in March and asked me to delete her old account data. Can you wipe it from your side today?\"\n\nHELP CENTER - EXPORT INVOICES\nSettings > Billing > Invoices. Choose a year at the top right. Click Export all (ZIP). The ZIP is emailed within 10 minutes to the admin.\n\nPRIVACY PROCESS\n- Data deletion and access requests are handled only through the privacy form at pinecrest.example/privacy-request, filled in by the account admin or the person.\n- The privacy team replies to every request; support agents cannot delete personal data or give a timeline.\n- Do not discuss the former employee's data in the ticket.","rules":[{"type":"plainText"},{"type":"maxWords","max":110}],"mistakes":[{"title":"Offering to delete today","why":"The AI agrees to wipe the data.","fix":"Say: \"Support can't delete personal data; point to the privacy form.\"","checks":["r1"]},{"title":"Missing step details","why":"The AI says 'go to billing' without the path.","fix":"Say: \"Give the exact menu path and the 10-minute email.\"","checks":["r0"]},{"title":"Wrong format","why":"The AI adds headings or a different sign-off.","fix":"Say: \"Two paragraphs starting 1. and 2., end with Ana, Help team.\"","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":"Names the two parts","patterns":["1\\.","2\\.","in order"]},{"label":"Forbids promising deletion","patterns":["don'?t promise","no promise","can'?t delete","cannot delete"]},{"label":"Gives the sign-off","patterns":["ana, help team"]},{"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":"Tell the AI which request gets steps, which gets a referral, and what it must not promise.","rubricLabels":["Paragraph 1 starts with \"1.\" and gives the path Settings > Billing > Invoices, choosing the year and clicking Export all (ZIP), with the ZIP emailed within 10 minutes","Paragraph 2 starts with \"2.\" and points to pinecrest.example/privacy-request, says support cannot delete the data itself and gives no deletion date or promised outcome","The email ends with the line \"Ana, Help team\" and does not discuss Tessa's data beyond referring the request to the form"]}