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Brief an agent to route tickets by your team's rules

  • For Customer support teams
  • You practice Showing an example of what you want
  • Time about 5 minutes

About this exercise

You want an AI agent to route incoming tickets. Write its brief with your rules: billing questions go to billing, bugs with steps to reproduce go to tier2, security reports go to security at urgent priority, a bug report with no steps gets a draft_reply asking for steps instead of routing, and Enterprise accounts get high priority (everyone else normal). Output exactly 7 numbered plain-text lines: one per ticket 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."
  • Not naming security reports. The AI treats a data leak report as an ordinary bug. Try: Add: "Security reports go to security at urgent."
  • No priority rule. The AI guesses priority from tone, not from the account type. Try: Add: "Enterprise accounts get high, everyone else normal."
  • No rule for thin reports. The AI routes vague bugs to engineering, who bounce them back. Try: Add: "Bugs without steps get a draft_reply asking for steps. Never close."

What a strong prompt includes

  • Names the queues
  • Sets priority rules
  • Handles reports with no steps
  • One line per ticket
  • Shows the action-log format

Practice this now ↑

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