{"id":"ind-sup-voicemail-callback-script","audience":"customer-support","category":"writing-emails","technique":"audience","title":"Write a voicemail script for a support callback","free":false,"task":"You're calling a customer back and getting their voicemail, so you need a script you can read aloud in about 20 seconds. Keep it under 55 words, plain text, with no website or email address (they're hard to catch by ear). Say the callback number twice, give the case number, say the hours you can be reached, and don't mention account details on a voicemail. Write a prompt that gets you exactly that.","materialLabel":"The case notes (attached to your prompt automatically)","material":"CASE 47-2210 - Northcrest Utilities, Customer Care (fictional)\nCustomer: Mr. Samuel Achebe\nReason for callback: He asked why his October bill was $212.48 when it's usually around $120. Billing found a meter misread on Sept 30; a corrected bill of $118.90 will be issued.\nAccount #: 5509-881-204 (do not leave on voicemail)\n\nCallback details:\n- Agent: Rosa, Billing Team\n- Direct line: 555-0187, extension 4\n- Hours: Monday to Friday, 8 AM to 6 PM Eastern\n- Customer can also use the online chat at northcrest.example/help, or email billing@northcrest.example\n- Customer prefers phone (noted on account).\n\nOther notes:\n- Last callback attempt Nov 3 went to voicemail, no message left (agent forgot).\n- Privacy rule reminder: voicemail could be heard by anyone in the household.\n- New hold music starts Monday.","rules":[{"type":"maxWords","max":55},{"type":"plainText"}],"mistakes":[{"title":"Trusting the AI to count words","why":"AI is bad at counting. Ask for \"under 55 words\" and it often lands well over.","fix":"Cap each part instead: \"5 short sentences, each under 11 words.\"","checks":["maxWords"]},{"title":"Saying the number once","why":"People miss a number the first time on a voicemail; the AI says it once at the end.","fix":"Add: \"Say the callback number twice, near the start and at the end.\"","checks":["r0"]},{"title":"Reading out web links","why":"The AI adds the website and email, which are hard to catch by ear.","fix":"Add: \"No website or email. Give the case number and hours.\"","checks":["r1"]},{"title":"Leaving private details","why":"To be helpful, the AI mentions the bill amounts or the misread on a message anyone could hear.","fix":"Add: \"Don't mention the account number, amounts or the billing issue.\"","checks":["r2"]},{"title":"Ignoring where it will be pasted","why":"AI loves bold and headings, which show up as stray ** and # symbols in your call script.","fix":"Name the place and the format: \"For your call script. Plain text, no bold or headings.\"","checks":["plainText"]}],"promptHints":[{"label":"Repeats the number","patterns":["twice","repeat","two times","again at the end"]},{"label":"Bans links","patterns":["no (website|url|email|link)","website","by ear"]},{"label":"Keeps it private","patterns":["private","account (number|details)","don'?t mention","amount"]},{"label":"Gives the hours","patterns":["hours","8 ?am","monday"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count)"]}],"hint":"A voicemail is heard, not read, and anyone at home might hear it. Tell the AI what to repeat, what to leave out, and how short it must be.","rubricLabels":["Gives the callback number 555-0187 extension 4 twice (once near the start and once at the end)","Gives the case number 47-2210 and the hours (Monday to Friday, 8 AM to 6 PM Eastern), and includes no website, email address or chat link","Mentions no account number, bill amounts or the meter misread (nothing private about the account)"]}