Free lesson · 10 minutes · No account

A better reply starts
with a better check.

Draft a useful reply from approved facts and route uncertainty to a human owner.

Use only fictional information here. Drafts and notes stay in this page’s memory and disappear when you leave or reload. No model is called and no message is sent.

1. Start with the source

Fictional example: Harbour Fern Appliance Repair, a made-up BC service business, receives a message from Jordan asking when a dishwasher part will arrive and whether the visit fee will be waived.

Fictional job note: Order HF-104. Supplier status says ‘estimated arrival Thursday; not guaranteed.’ The approved service policy says the standard visit fee is $89. Only the service manager may approve a fee waiver. Jordan asked for an exact arrival time and a waiver. No waiver decision is recorded. Approved next step: tell Jordan that the manager must review the waiver request and that the service team will follow up after the part’s arrival and the waiver decision are confirmed.

2. Spot what needs checking

In ten minutes: spend two minutes reading the fictional note, three marking unsupported claims, three writing a corrected reply, and two answering the knowledge check.

Flawed draft · for practice

Hi Jordan, great news—your part will arrive Thursday morning and we have waived the $89 fee. Our technician will install it that afternoon. Thanks for your patience!

What is unsupported or needs approval?

Read the lesson’s approach

Read the fictional source note, find unsupported promises in the flawed draft, and compare it with a checked example.

Your draft stays in your browser when the interactive page is added; this content does not call a model, upload text, send a message, or represent a real customer result.

3. Make it useful

Your revised reply

Compare with a checked example

Hi Jordan, thanks for checking in. Our supplier currently estimates that the part will arrive Thursday, but the time is not guaranteed. Our standard visit fee is $89, and the service manager must review your waiver request. The service team will follow up after the part’s arrival and the waiver decision are confirmed. — Fictional checked example; no message was sent.

Review your draftEvery material fact is present in the approved source material.Estimates and unknowns are not written as promises.Prices, policy terms, and exceptions match the controlling source.No personal, confidential, or unnecessary information was added.The next step is authorized and assigned to the right human role.A human reviews the draft before any external use.

Keep the reusable prompt

Draft a concise customer reply using only the approved facts below. Do not invent dates, availability, decisions, prices, policies, or actions. Clearly label anything awaiting confirmation. Use a calm, direct tone and end with the next authorized step. Approved facts: [paste fictional, public, sanitized, or authorized facts]. Customer request: [summarize]. Required human review: [name the role, not a made-up person].

Check your understanding

Three questions. You can try again after reading the feedback.

Keep the habit going.

The full course applies this same approach to meeting notes, document summaries, checklists, and measuring your work.

Explore the full course →

A better reply startswith a better check.