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Build a saved reply with placeholders the helpdesk supports

Practice: Keeping the AI to your sources. About 5 minutes.

About this exercise

Write the saved reply for delayed orders using only the placeholders the helpdesk doc lists. Greet with the customer's first name, falling back to there when it's missing. Include the order's tracking link. Pro customers, and only they, get one extra line about a free upgrade to express on their next order. Sign off as The Copper Kettle team, because the helpdesk can't insert agent names. One code block, at most 10 lines, then under 20 words outside the code.

Common mistakes when you ask AI for this

  • Forgetting missing names. The AI writes Hi {{ customer.first_name }}, which prints "Hi ," when the name is empty. Try: Add: "Fall back to there with the default filter."
  • Not sticking to the doc. The AI invents placeholders like {{ agent.name }} that print as blanks. Try: Add: "Only the placeholders in the doc. Sign off The Copper Kettle team."
  • Not saying who gets the upgrade. The AI offers the upgrade to everyone. Try: Add: "Only Pro customers get the express line, inside an if block."
  • Getting a menu of options. The AI likes to offer two or three versions of the reply, so you're left to pick and test them yourself. Try: Add: "Give one reply only, in one code block, no alternatives."
  • Getting a tutorial. By default the AI explains every part of the code at length, which you then have to scroll past. Try: Add: "After the code, one line under 10 words. Nothing else."

What a strong prompt includes

  • Handles missing names
  • Sticks to the doc
  • Limits the upgrade to Pro
  • Gives the sign-off
  • Caps the code length

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