{"id":"wri-cs-agent-reply-tone-check","audience":"customer-support","category":"writing-feedback","technique":"tone","title":"Review a new agent's reply against your tone guide","free":false,"task":"A new support agent wants feedback on a reply before sending it. Ask for exactly 3 numbered notes, each starting with the tone guide rule number (like 'Rule 2:'), quoting the phrase that breaks it, and giving a reason under 12 words. Then a final line starting 'Send after fixes: Yes' or 'Send after fixes: No'. Plain text, no rewritten reply. Write a prompt that gets that review.","materialLabel":"The draft reply and your tone guide (attached to your prompt automatically)","material":"DRAFT REPLY (by Leo, new agent) to a customer whose package was lost\nHi Dana,\nPer our policy, lost packages must be reported within 30 days, which you did, so you're good! We apologize for any inconvenience this may have caused. Unfortunately, the carrier lost it, which is out of our control. I have gone ahead and reshipped your order (#73302), and it will arrive Thursday. Have an awesome day!!!\nLeo\n\nPARCELPOINT TONE GUIDE\nRule 1: Lead with the fix, not the policy.\nRule 2: No stock phrases (\"apologize for any inconvenience\", \"per our policy\").\nRule 3: Don't blame others (carriers, warehouses, other teams).\nRule 4: One exclamation mark max.\n\nNOTES\n- The facts in the reply are correct (reshipped #73302, arriving Thursday).","rules":[{"type":"numberedItems","count":3},{"type":"plainText"}],"mistakes":[{"title":"Asking \"is this ok?\"","why":"The AI gives friendly encouragement and a polished rewrite.","fix":"Show it: \"Exactly 3 numbered notes like: 1. Rule 3: \\\"the carrier lost it\\\" - blames the carrier.\"","checks":["numberedItems","r0"]},{"title":"Not tying notes to the guide","why":"The AI gives its own taste, so the new agent can't learn your rules.","fix":"Add: \"Start each note with the rule number from our tone guide.\"","checks":["r1"]},{"title":"No verdict, or a rewrite","why":"Without a verdict, the agent doesn't know if it's close. AI also adds a rewrite.","fix":"Add: \"End with Send after fixes: Yes or No. No rewrite. Plain text.\"","checks":["r2","plainText"]}],"promptHints":[{"label":"Uses the rule numbers","patterns":["rule \\d","rule number","tone guide"]},{"label":"Sets the number of notes","patterns":["\\b(3|three)\\b.{0,15}(notes|issues|points)","numbered"]},{"label":"Asks for a verdict","patterns":["send after fixes","verdict"]},{"label":"Bans a rewrite","patterns":["don'?t rewrite","no rewrit","not (a )?rewrite","only the"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]}],"hint":"New agents learn fastest from feedback tied to the rules. Give the AI the note shape, the guide and a verdict line.","rubricLabels":["Each of the 3 notes starts with a rule number (such as 'Rule 1:'), quotes a phrase from the draft, and gives a short reason","The notes cover three different rules, drawn from: Rule 1 (opens with policy, not the reship), Rule 2 ('Per our policy' or 'apologize for any inconvenience'), Rule 3 ('the carrier lost it, which is out of our control'), Rule 4 ('awesome day!!!')","The final line is 'Send after fixes: Yes', and there is no rewritten reply"]}