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Answer a customer who demands a human in a short chat message

  • For Customer support teams
  • You practice Setting limits and rules
  • Time about 5 minutes
  • Level Beginner

About this exercise

Write the next chat message. It must start with the words "Of course", give the real wait time, and tell the customer the agent will already see this chat so they will not need to repeat anything. Do not ask the customer any question. Plain text, under 40 words.

Common mistakes when you ask AI for this

  • Repeating the stale wait. The AI copies the 5 minutes from the bot message. Try: Say: "The wait is 12 minutes."
  • Asking another question. The AI asks for her order number or what's wrong. Try: Say: "Do not ask any question."
  • Missing the exact opener. The AI starts with an apology. Try: Say: "Start with the words Of course."
  • 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 the opener
  • Gives the real wait
  • Rules out questions
  • Asks for plain text
  • Sets a length limit

Practice this now ↑

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