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Find which messages contain escalation trigger phrases

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

About this exercise

Check the eight messages for the three trigger phrases: "cancel", "lawyer" and "third time" (any capitalization). Write exactly two lines: "Escalate:" with the message ids in order, separated by commas, and "Count:" with the number. Plain text, nothing else.

Common mistakes when you ask AI for this

  • Including M8. The teammate's list and the word third tempt the AI. Try: Say: "Match the exact phrases only: cancel, lawyer, third time."
  • Missing the case-insensitive match. M2 is in capitals and the AI skips it. Try: Say: "Match case-insensitively."
  • Wrong layout. The AI explains each message. Try: Say: "Two lines: Escalate: and Count:."
  • 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 phrases
  • Gives the line format

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