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Write three chat openers matched to the customer wait

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

About this exercise

Write three chat greetings, one per wait time, as exactly three lines starting "Under 1 min:", "1 to 5 min:" and "Over 5 min:". Each uses the merge field {{first_name}}. Only the last uses {{wait_minutes}}, and it says sorry once. Each line is under 20 words, plain text, with no emojis.

Common mistakes when you ask AI for this

  • Apologizing every time. The AI adds sorry to all three. Try: Say: "Apologize only in the Over 5 min line."
  • Using the old merge field. The AI copies {{customer}} from the retired greeting. Try: Say: "Fields: {{first_name}}; {{wait_minutes}} only in the last line."
  • Dropping the closing question. The AI ends with 'Let me know'. Try: Say: "End every line with How can I help?"
  • 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

  • Asks for plain text
  • Sets a length limit
  • Names the three labels
  • Limits the apology

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