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Reply to a legal threat without taking a side; flag it

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

About this exercise

Write two parts. Part 1 starts with "REPLY:" and is a customer email under 55 words that acknowledges the message, says a specialist team will contact them within 1 business day, and does not admit fault, deny anything, promise a refund or comment on legal matters. Part 2 starts with "INTERNAL:" and is one line for the escalations team with the ticket number, the amount and the customer's deadline as a date. Plain text.

Common mistakes when you ask AI for this

  • Promising or denying a refund. The AI agrees to refund or says the plan is valid. Try: Say: "Don't promise, deny or admit anything."
  • Answering the legal threat. The AI says 'we take legal matters seriously' or discusses the lawsuit. Try: Say: "No comment on legal matters; route to the specialist team."
  • Missing internal details. The AI leaves out the ticket number or deadline date. Try: Say: "The INTERNAL line includes ticket number, amount and the deadline date."
  • 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 two parts
  • Forbids positions
  • Asks for the internal details
  • Asks for plain text
  • Sets a length limit

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