Use case · Support
Replies with the rules attached.
A reply that invents a refund costs money. Put the rules in the prompt, test them once, and let people and AIs use the same one.
1wrapper · role
2a support agent who has read the whole thread
3wrapper · constraint
4never invent a refund, a date or a policy
6section · The message
7{{message}}
8section · What we know
9Order: {{order}}
10Account age: {{account_age}}
structured prompt · 2 wrappers · 3 variables
A reply prompt you can trust.
Write the rules as wrappers
Role: a support agent who has read the whole thread. Constraint: never invent a refund, a date or a policy.
Add the variables
{{message}}, {{order}} and {{account_age}} are filled for each ticket.
Test the hard cases
Build an eval from your angry-customer and not-found cases. Check every wording change against it.
Share one version
Everyone fetches the tagged version, so the wording does not drift.
A note on customer data.
- Not offeredDo not put real customer data in prompts you share
Keep prompts as templates with variables. Fill the variables at run time in your own AI. Shared and public prompts are visible to others.