Library › Customer Support & Success AI › Executives

Reply to a journalist who emailed support about an outage

  • For Executives
  • You practice Setting limits and rules
  • Time about 5 minutes
  • Level Beginner

About this exercise

Reply to Rina in under 50 words. Start with "Hi Rina,", say press questions go to the press team at the address in the policy, and end with "Jo, Help Desk Team". Do not confirm or deny any outage, any numbers or any cause, and do not promise a reply time. Plain text.

Common mistakes when you ask AI for this

  • Sharing the internal facts. The AI helps with the numbers. Try: Say: "Confirm nothing; give no numbers or causes."
  • Promising a response. The AI says the team will reply before 5 p.m. Try: Say: "Promise no reply time."
  • Forgetting the press address. The AI says 'contact our team'. Try: Say: "Give press@lumenapps.example."
  • 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

  • Gives greeting and sign-off
  • Names the press address
  • Forbids confirming anything
  • Asks for plain text
  • Sets a length limit

Practice this now ↑

Related exercises