{"id":"ind-sup-chat-canned-replies","audience":"customer-support","category":"customer-replies","technique":"grounding","title":"Write three live-chat canned replies from a policy page","free":false,"task":"You're adding 3 canned replies to your live-chat tool for the most common questions: tracking not updating, wrong size, and a promo code that won't work. Write exactly 3 numbered lines in the form \"Situation: reply\", each reply under 25 words and ending with a question back to the customer, under 100 words total, plain text. Use only the current policy. Write a prompt that gets you exactly that.","materialLabel":"Policy page and chat notes (attached to your prompt automatically)","material":"THREADLINE APPAREL - Policy page excerpt (fictional) - updated Oct 15\n\nShipping and tracking\n- Tracking can take up to 48 hours to update after the label is created.\n- If tracking hasn't moved in 5 business days, we open a carrier trace.\n\nExchanges\n- Free size exchanges within 30 days of delivery. (The old 60-day window ended Oct 15.)\n- Item must be unworn with tags on.\n- Start an exchange at threadline.example/exchange.\n\nPromo codes\n- One code per order.\n- Codes don't apply to items already on sale.\n- Codes are case-sensitive.\n\nChat team notes (Sasha, team lead):\n- Our top 3 chats this month: \"my tracking hasn't updated\", \"it doesn't fit\", \"my code isn't working\".\n- Chat replies should be short. Customers are on their phones.\n- Every reply should end by asking the customer something so the chat keeps moving.\n- Holiday party sign-up sheet is on the fridge.","rules":[{"type":"numberedItems","count":3},{"type":"maxWords","max":100},{"type":"plainText"}],"mistakes":[{"title":"Not fixing the format","why":"The AI writes three long replies with headings and greetings, not short lines a chat tool can store.","fix":"Be exact: \"Exactly 3 numbered lines like '1. Tracking: reply'.\"","checks":["numberedItems","plainText"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting. Ask for \"under 100 words\" and it often lands well over.","fix":"Cap each part instead: \"each reply under 22 words.\"","checks":["maxWords"]},{"title":"Ending with a statement","why":"The AI ends with \"Let us know if you need anything else!\" so the chat stalls.","fix":"Add: \"End each reply with a direct question to the customer.\"","checks":["r0"]},{"title":"Using the old exchange window","why":"The page still mentions 60 days, and the AI may grab that number.","fix":"Add: \"Exchanges are 30 days (the 60-day window ended).\"","checks":["r1"]},{"title":"Inventing perks","why":"To smooth things over, the AI offers a new code or free shipping that isn't policy.","fix":"Add: \"Use only the policy page. Offer no extra discounts.\"","checks":["r2"]}],"promptHints":[{"label":"Sets the number of replies","patterns":["\\b(3|three)\\b.{0,20}(repl|lines)","repl.{0,15}\\b(3|three)\\b"]},{"label":"Ends with a question","patterns":["question","ask (the customer|them)","end (each|every|with)"]},{"label":"Uses the current window","patterns":["30 days","60","current","updated"]},{"label":"Caps each reply","patterns":["under \\d+ words","each.{0,20}words"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]}],"hint":"Canned replies get reused hundreds of times. Give the AI the exact line shape, the per-reply limit, how each must end, and which policy numbers are current.","rubricLabels":["Each of the 3 lines starts with a short situation label and a colon (tracking, wrong size, promo code), and each reply ends with a question to the customer","The wrong-size reply says free exchanges are within 30 days of delivery (never 60), and the tracking reply mentions the 48-hour update time or the 5-business-day trace","The promo code reply mentions at least one real policy reason (one code per order, no codes on sale items, or case-sensitive) and nothing in the replies goes beyond the policy page (no invented discounts, free shipping or apologies credits)"]}