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Write three surge macros that use a wait-time field

  • For Customer support teams
  • You practice Asking for a format you can use
  • Time about 5 minutes
  • Level Intermediate

About this exercise

Write three macros on three lines starting "Macro 1:", "Macro 2:" and "Macro 3:". Each uses {{wait_time}} exactly once and no other merge field, and is under 28 words. Macro 1 is for the first reply, Macro 2 offers chat for quick questions as a faster option than the current {{wait_time}} email wait, Macro 3 is for a customer who has waited longer than {{wait_time}}. Plain text. Do not promise a reply by a specific hour.

Common mistakes when you ask AI for this

  • Using the retired 24-hour promise. The AI reuses the old macro. Try: Say: "Never promise a time; use {{wait_time}}."
  • Extra merge fields. The AI adds {{first_name}} or {{ticket_id}}. Try: Say: "Only {{wait_time}}, once per macro."
  • Wrong macro jobs. The AI mixes up the three purposes. Try: Say: "Macro 1 first reply, Macro 2 chat, Macro 3 longer wait."
  • 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

  • Names the three labels
  • Names the merge field
  • Bans time promises
  • Asks for plain text
  • Sets a length limit

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