Library › Customer Support & Success AI › IT teams

Reply to a customer who emailed a photo of their payment card

  • For IT teams
  • You practice Setting limits and rules
  • Time about 5 minutes
  • Level Intermediate

About this exercise

Reply to Noor. Start with "Hi Noor," and end with "Sam, Support". Say we do not need card photos, say the attachment has been flagged to the security team for removal and give the 2-business-day timeline, offer the approved way to verify her, and suggest she contact her bank if she is worried. Never write any card digits. Plain text, under 90 words.

Common mistakes when you ask AI for this

  • Repeating card details. The AI mentions the last 4 digits from the account. Try: Say: "Write no card digits; ask her to supply the last 4."
  • Promising deletion by you. The AI says 'I've deleted the photo'. Try: Say: "Agents flag it; security removes it in 2 business days."
  • Declaring the card unsafe. The AI gives security advice beyond the procedure. Try: Say: "Suggest her bank; don't say if it's compromised."
  • Getting markdown back. AI adds bold and headings by default, which show up as stray symbols where this is pasted. Try: Say "plain text, no bold, no headings, no asterisks".
  • Trusting the AI to count words. AI is bad at counting and usually runs long, so a vague "keep it short" lands well over the limit. Try: Cap each part instead of the total, for example "each line under 15 words".

What a strong prompt includes

  • Gives greeting and sign-off
  • Names the verification method
  • Forbids card digits
  • Asks for plain text
  • Sets a length limit

Practice this now ↑

Related exercises