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Brief a support agent to answer order questions without guessing

  • For Customer support teams
  • You practice Keeping the AI to your sources
  • Time about 5 minutes

About this exercise

You want an AI agent to answer "where's my order" chats using the order lookups below. Write its brief: never give a delivery date the carrier hasn't given, ask for an order number when a lookup finds nothing, send any reship request to you with ASK_HUMAN instead of reshipping, and sign each draft "- Ana at Brightloom". Output exactly 5 numbered plain-text lines: one per chat in order, then DONE.

Common mistakes when you ask AI for this

  • Not showing the log format. Left alone, the AI writes a friendly report with headings instead of a checkable action log. Try: Show it literally: "Format every line like 1. ACTION: tool(args), then ASK_HUMAN: and DONE: lines. Plain text."
  • Allowing promised dates. To reassure a customer, the AI promises Friday or quotes the general 3-5 days. Try: Add: "Never give a delivery date the carrier hasn't given."
  • Allowing guesses. When a lookup finds nothing, the AI guesses at a likely order. Try: Add: "If no order is found, ask for the order number."
  • Letting it reship. Given issue_reship, the AI sends a free replacement on its own. Try: Add: "Reship requests go to ASK_HUMAN. Sign drafts - Ana at Brightloom."

What a strong prompt includes

  • Forbids made-up dates
  • Rules out made-up data
  • Holds reships
  • Sets the sign-off
  • Shows the action-log format

Practice this now ↑

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