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Write an escalation note a billing engineer can act on

  • For Customer support teams
  • You practice Saying who it's for
  • Time about 5 minutes
  • Level Intermediate

About this exercise

Write an escalation note to Jun, a billing engineer who has not seen the ticket. Use exactly four labeled lines: Impact:, Evidence:, Tried:, Ask:. Plain text, under 90 words. Do not include the customer's email, phone or card digits. The Ask line must include a deadline.

Common mistakes when you ask AI for this

  • Including private details. The AI copies the contact line, so the note carries the email, phone and card digits. Try: Add: "No email, phone or card digits."
  • Missing the likely cause. Agent 3's flag finding sits at the end, so the AI summarizes the anger and drops the lead. Try: Say: "Evidence must include the old auto-retry flag."
  • Writing a story. The AI retells the thread instead of using the four labels Jun needs. Try: Name the labels and the order: "Impact:, Evidence:, Tried:, Ask:."
  • 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 reader and labels
  • Asks for a deadline in the Ask line

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