1. Answer a customer asking for a feature you don't have yet
You work in support for a project management app. A customer asked whether they can export a project to Excel. You can't yet, but CSV export is planned for March, and today they can copy a table view and paste it into Excel.
Done when your prompt covers who it's for, background facts and length, and scores 4 or more out of 10. Edit the prompt below; the score changes as you type.
A hint
Say who the reply is to, give the AI the facts it can't know about the feature and the workaround, and set a length.
Show one good answer
Write a reply to a customer who asked whether they can export a project to Excel. We can't do that yet, but CSV export is planned for March, and today they can select a table view, copy it and paste it into Excel. Keep it under 80 words.
It scores 5 out of 10. Yours does not need to look like it: any prompt that passes is right.
What changes. The AI stops guessing whether the feature exists and gives the customer the real date and a workaround they can use today.
2. Answer a frustrated customer without sounding scripted
You handle support for a meal-kit company. A customer's box arrived without the chicken for the second week running. You've already credited the missing item ($8.50), which is all your policy allows.
Done when your prompt covers what to avoid and what good looks like, and scores 4 or more out of 10. Edit the prompt below; the score changes as you type.
A hint
The facts are there. Add how the reply should come across, and rule out the stock phrases and offers you don't want.
Show one good answer
Write a reply to this customer. Apologize and tell them we've credited $8.50 for the missing chicken. It should sound like a person who's annoyed on their behalf, and it should admit this is the second time. Don't say "we apologize for any inconvenience", and don't offer anything beyond the credit, since that's all I can approve. """ Second week in a row my box has come without the chicken. I'm paying for meals I can't make. Seriously thinking of canceling. """
It scores 4 out of 10. Yours does not need to look like it: any prompt that passes is right.
What changes. The reply admits it's the second time and sounds like a person, without a stock apology or a discount you can't approve.
3. Write a saved reply your team can reuse
Your support team answers "how do I reset my password" about 40 times a week, and you want a saved reply agents can paste. The steps: open Settings, choose Security, click Reset password, then use the emailed link within 30 minutes.
Done when your prompt covers who it's for, length, format and what good looks like, and scores 6 or more out of 10. Edit the prompt below; the score changes as you type.
A hint
Say who will use the reply and who will read it, then set the layout and length, and describe how it should feel to a locked-out customer.
Show one good answer
Write a saved reply our support agents can use when a customer asks how to reset their password. The steps are: open Settings, choose Security, click Reset password, then use the link in the email within 30 minutes, after which it expires. Use a one-line greeting, numbered steps and a closing line that says to reply if the link doesn't arrive. Keep it under 90 words. It should read well to a customer who is locked out and a little stressed, so keep each step short.
It scores 7 out of 10. Yours does not need to look like it: any prompt that passes is right.
What changes. Agents get a short, numbered reply they can paste as it is, instead of a friendly paragraph that hides the steps.
4. Hand a long ticket to engineering
You're a support lead. A customer's ticket about invoices that won't send has gone back and forth for 9 days. You need to escalate it to the engineering on-call, who only wants what's needed to reproduce the bug.
Done when your prompt covers who it's for, length, format and what to avoid, and scores 6 or more out of 10. Edit the prompt below; the score changes as you type.
A hint
Say who reads the summary and what they need to do with it, name the sections, set a length, and cut what an engineer doesn't need.
Show one good answer
Summarize the ticket below for our engineering on-call, who will use it to reproduce and size the bug. Use these headings: Problem, Steps to reproduce, What we've ruled out, Customer impact. Keep it under 120 words. Leave out the back-and-forth with the customer and any apologies. """ Day 1, customer: Invoices aren't sending. I click Send on INV-2291 and the status stays at Queued. Day 1, agent: Asked them to clear the browser cache and retry. Day 3, customer: Still stuck. It happens for every invoice with a PDF attachment over 5MB. Smaller ones send fine. Day 4, agent: Asked for browser and plan. Chrome, Business plan. Day 7, customer: Now 14 invoices are stuck. Our clients are asking where their bills are. Day 9, agent: Reproduced it on a test account with a 6MB attachment. """
It scores 6 out of 10. Yours does not need to look like it: any prompt that passes is right.
What changes. Engineering gets the 5MB trigger and the steps to reproduce in a few lines, instead of nine days of conversation.
5. Reply to a bad review in your shop's voice
You manage customer care for a bike shop with two locations. A customer left a 2-star review because their brake repair took 6 days instead of the promised 3, the part arrived late and nobody called them. Your public replies are short, in the first person and signed by the store manager.
Done when your prompt covers background facts, length, what good looks like and an example, and scores 6 or more out of 10. Edit the prompt below; the score changes as you type.
A hint
Give the AI the reason for the delay, set a length, and paste one past reply that sounds right, saying what to copy from it.
Show one good answer
Write a public reply to the 2-star review below. The repair was late because a brake part we ordered arrived late, and we should have called. Keep it to 3 or 4 sentences. It should own the delay without excuses and sound like the person who runs the shop. Match the voice of this reply we posted last month, which customers liked, and sign off the same way: """ You're right, and thanks for telling us. We booked too many fittings that Saturday and you waited 40 minutes, which isn't fair. Next time, ask for me and I'll make sure you're seen on time. Store manager, Eastside """ Review: """ Dropped my bike off for a brake repair, was told 3 days, got it back after 6. The repair itself was fine but nobody called to tell me it was late. """
It scores 7 out of 10. Yours does not need to look like it: any prompt that passes is right.
What changes. The reply owns the delay in a few sentences and sounds like the person who runs the shop, not a corporate apology.
6. Answer a question your policy doesn't cover
You run member support for a coworking space. A member asks whether they can bring their dog and whether they can pause their membership for August. The house rules cover dogs but say nothing about pausing, so you've asked the membership team and will reply by Friday.
Done when your prompt covers who it's for, background facts, length, what to avoid and if unsure, and scores 7 or more out of 10. Edit the prompt below; the score changes as you type.
A hint
One of the two questions has no answer in the rules. Say who the reply is to, set a length, keep the AI to the rules, and tell it what to do about the question they don't answer.
Show one good answer
Write a reply to a member of our coworking space who asked two questions, using only the house rules below. Keep it under 100 words. The rules cover dogs but say nothing about pausing a membership, so don't guess at that part: say I've asked the membership team and will reply by Friday. Don't add any rule that isn't in the text, since members quote our replies back to us. Member's message: """ Hi, can I bring my dog to the space? And can I pause my membership for August while I'm away? """ House rules: """ Dogs are welcome in the Garden Room only, on a leash, and must be registered at the front desk. Members can bring 2 guests a day. Desks must be cleared by 9pm. Meeting rooms are booked through the app, up to 4 hours a day. """
It scores 7 out of 10. Yours does not need to look like it: any prompt that passes is right.
What changes. Instead of inventing a pause policy, the AI answers the dog question from the rules and says plainly that the other answer is on its way.
7. Tell customers about an outage that hit them
You lead support at an online booking service for salons. On Saturday, online booking was down from 9:40am to 12:15pm, and about 380 salons lost bookings. Salons on the Pro plan get a 10% credit on next month's bill automatically, and engineering hasn't confirmed the cause yet.
Done when your prompt covers what to make, who it's for, background facts, length, format, what to avoid, what good looks like and if unsure, and scores 8 or more out of 10. Edit the prompt below; the score changes as you type.
A hint
Say who's reading and what they lost, give the times and the credit, set the size and shape, rule out the promises and guesses you can't stand behind, and say what to do about details you haven't given.
Show one good answer
Write an email to our customers, the salon owners who use our booking service, about Saturday's outage. Most of them run small salons and lost bookings on their busiest day. What happened: online booking was down from 9:40am to 12:15pm on Saturday, and about 380 salons were affected. Salons on the Pro plan get a 10% credit on next month's bill automatically and don't need to do anything. Keep it under 150 words, with a subject line, a short apology, what happened and the credit. It should sound direct and human, as if it comes from the head of support, not the legal team. Don't promise it won't happen again, and don't guess at the cause, because engineering hasn't confirmed it yet. If you need a detail I haven't given, such as what Basic plan salons get, put [CHECK] in its place.
It scores 10 out of 10. Yours does not need to look like it: any prompt that passes is right.
What changes. Salon owners get a short, direct email with the times and the credit, and no promise or cause that engineering hasn't confirmed.
8. Write a prompt that tags every incoming ticket
You lead a support team of 6. About 150 tickets arrive each morning, and you want the AI to tag each one with a category (Billing, Bug, How-to or Account) and an urgency (High or Normal) so agents can pick their queues. Anything about a data leak or a locked-out admin is always High.
Done when your prompt covers what to make, who it's for, background facts, length, format, what to avoid, what good looks like, an example, if unsure and layout, and scores 9 or more out of 10. Edit the prompt below; the score changes as you type.
A hint
This prompt will run every morning, so give it everything: the categories and the rule for High, the exact output, two example lines, a bar for a good result and what to do with tickets that don't fit.
Show one good answer
Task: Tag each support ticket below with a category and an urgency, so our agents can pick their queues each morning. Categories: Billing, Bug, How-to or Account. Urgency: High or Normal. Any ticket that mentions a data leak or an admin who is locked out is always High. Format: one line per ticket, as ticket ID | category | urgency, and nothing else, since the output goes straight into our queue tool. Examples: T-1042 | Billing | Normal T-1043 | Account | High Use only the four categories. A good result is one an agent would agree with on at least 9 tickets out of 10. If a ticket fits two categories, pick the one the customer asks about first. If it fits none or is unclear, tag it Unclear instead of guessing. Tickets: """ T-1101: Our admin can't log in and we run payroll today. T-1102: How do I add a second user to my account? T-1103: The export button gives a blank file since yesterday's update. T-1104: I was billed for 12 seats but we only have 9. """
It scores 10 out of 10. Yours does not need to look like it: any prompt that passes is right.
What changes. Every ticket comes back as one clean line your queue tool can read, with the urgent ones caught by your rule instead of the AI's judgment.
More practice: emails, meetings and notes, reports and summaries, sales and marketing, hr and people, spreadsheets and data, plans and projects. Or learn the checks in order in the prompt course.