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Review a new agent's reply against your tone guide
Practice: Getting the tone right. About 5 minutes.
About this exercise
A new support agent wants feedback on a reply before sending it. Ask for exactly 3 numbered notes, each starting with the tone guide rule number (like 'Rule 2:'), quoting the phrase that breaks it, and giving a reason under 12 words. Then a final line starting 'Send after fixes: Yes' or 'Send after fixes: No'. Plain text, no rewritten reply. Write a prompt that gets that review.
Common mistakes when you ask AI for this
- Asking "is this ok?". The AI gives friendly encouragement and a polished rewrite. Try: Show it: "Exactly 3 numbered notes like: 1. Rule 3: \"the carrier lost it\" - blames the carrier."
- Not tying notes to the guide. The AI gives its own taste, so the new agent can't learn your rules. Try: Add: "Start each note with the rule number from our tone guide."
- No verdict, or a rewrite. Without a verdict, the agent doesn't know if it's close. AI also adds a rewrite. Try: Add: "End with Send after fixes: Yes or No. No rewrite. Plain text."
What a strong prompt includes
- Uses the rule numbers
- Sets the number of notes
- Asks for a verdict
- Bans a rewrite
- Asks for plain text
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