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Merge three agents' replies into one password-reset macro

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

About this exercise

Three agents answer the same password-reset question in their own ways. Turn their replies into one saved reply. Your helpdesk only fills two placeholders, written exactly {{first_name}} and {{reset_link}}, so use those and no other brackets. Reset links now expire after 30 minutes, and nothing specific to one customer may stay in. Under 90 words, plain text.

Common mistakes when you ask AI for this

  • Keeping the old placeholders. The AI keeps [link] or invents [Customer Name], which your helpdesk sends out literally. Try: Say: "Use only {{first_name}} and {{reset_link}}, written exactly like that."
  • Copying the old expiry time. The drafts say 24 or 48 hours, and the AI picks one of them. Try: Tell it what changed: "Links now expire after 30 minutes."
  • Leaving customer details in. The AI blends the drafts and keeps a name, a device or an office from one ticket. Try: Add: "Remove anything specific to one customer or agent."
  • Trusting the AI to count words. AI is bad at counting and usually runs long, so a vague "keep it short" lands well over 90 words. Try: Cap each part instead of the total: "each line under 15 words".
  • 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".

What a strong prompt includes

  • Names the exact placeholders
  • Gives the new expiry
  • Strips one-off details
  • Sets a word limit
  • Asks for plain text

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