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Answer two requests in one email and route the one you cannot do

  • For Customer support teams
  • You practice Giving the right context
  • Time about 5 minutes
  • Level Intermediate

About this exercise

Write one reply email answering both requests in order, under the labels "1." and "2." at the start of two paragraphs. Request 1 is answered with the steps. Request 2 is not something support can do, so point to the privacy form without promising a result or a date. End with the line "Ana, Help team". Plain text, under 110 words.

Common mistakes when you ask AI for this

  • Offering to delete today. The AI agrees to wipe the data. Try: Say: "Support can't delete personal data; point to the privacy form."
  • Missing step details. The AI says 'go to billing' without the path. Try: Say: "Give the exact menu path and the 10-minute email."
  • Wrong format. The AI adds headings or a different sign-off. Try: Say: "Two paragraphs starting 1. and 2., end with Ana, Help team."
  • 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 promising deletion
  • Gives the sign-off
  • Asks for plain text
  • Sets a length limit

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