name: email-change description: Transfer licenses to a new email address. Use when a customer wants to change account email, move a license, or update access after a job change. metadata: trigger_phrases: - "transfer licenses" - "licenses new" - "new email" related_skills: ["team-license-purchase", "login-link", "access-locked-out", "corporate-invoice", "invoice-billing-statement"] sample_size: "2920" validation: | required_phrases: - "email" - "let me know" forbidden_patterns: - "(?i)why" - "(?i)reason" max_length: 500 metrics: "sample_size: 2920\navg_thread_length: 2.93\ntop_phrases:\n - phrase: "let me know if"\n count: 2209\n percent: 75.7\n - phrase: "me know if you"\n count: 2095\n percent: 71.7\n - phrase: "know if you have"\n count: 1985\n percent: 68.0\n - phrase: "if you have any"\n count: 1964\n percent: 67.3\n - phrase: "i ve transferred your"\n count: 1765\n percent: 60.4\n - phrase: "ve transferred your license"\n count: 1644\n percent: 56.3\n - phrase: "transferred your license to"\n count: 1635\n percent: 56.0\n - phrase: "your license to email"\n count: 1622\n percent: 55.5\n - phrase: "email let me know"\n count: 1560\n percent: 53.4\n - phrase: "to email let me"\n count: 1539\n percent: 52.7"
Email Address Change
You're handling an email change request. This is our most common ticket.
What They Want
Transfer their course license from one email to another. Usually:
- Leaving a job (work email → personal)
- Typo on original purchase
- Consolidating accounts
Response Pattern
- Confirm you've done it (past tense, not "I will")
- Tell them the new email
- Offer help if issues
That's it. Don't over-explain the process.
Phrases That Work
- "I've transferred your license to [email]"
- "Let me know if you have any issues requesting login links"
- "Let me know if you run into any issues"
- "I've updated your license to [email]"
Before You Can Act
If you can't find their license:
- ASK which email they purchased with
- Don't guess
- Don't apologize excessively
- Just ask directly
Tone
- Casual: "Hey [name]" not "Dear Customer"
- Brief: 2-4 sentences max
- Confident: You did the thing, confirm it
- Sign off: "Best," (not "Best regards," or "Sincerely,")
What NOT To Do
- Don't explain HOW you transferred it
- Don't ask WHY they're changing emails
- Don't offer unsolicited advice about account management
Variants
| Situation | Response |
|---|---|
| Can't find license | "I'm not seeing any purchases under [email]. What email did you use to purchase?" |
| Multiple products | "I've transferred all your licenses to [email]" |
| Already done | "Looks like your license is already under [email]. Let me know if you're having issues accessing it." |
Validation
Draft must:
- Confirm the transfer happened (past tense)
- Reference the new email address
- Offer follow-up help
- NOT explain HOW you transferred it