name: access-locked-out description: Restore access for customers who are locked out of their account or courses. Use when a paying customer cannot log in, access materials, or restore purchases. metadata: trigger_phrases: - "restore access" - "access customers" - "customers who" related_skills: ["email-change", "website-bug-report"] sample_size: "878" validation: | required_phrases: - "used to purchase the" - "login link" forbidden_patterns: - "(?i)chargeback" - "(?i)purchase order" - "(?i)wire transfer" - "(?i)bank transfer" - "(?i)tax invoice" - "(?i)vat number" - "(?i)invoice number" max_length: 500 metrics: "sample_size: 878\navg_thread_length: 3.68\ntop_phrases:\n - phrase: "let me know if"\n count: 227\n percent: 25.9\n - phrase: "if you have any"\n count: 167\n percent: 19\n - phrase: "me know if you"\n count: 165\n percent: 18.8\n - phrase: "know if you have"\n count: 128\n percent: 14.6\n - phrase: "let us know if"\n count: 79\n percent: 9\n - phrase: "at the top of"\n count: 78\n percent: 8.9\n - phrase: "to purchase the course"\n count: 77\n percent: 8.8\n - phrase: "the top of https"\n count: 75\n percent: 8.5\n - phrase: "everything should be back"\n count: 73\n percent: 8.3\n - phrase: "used to purchase the"\n count: 73\n percent: 8.3"

Account Access Issues

Response Patterns (from samples)

Common openings:

• "Hi,"
• "Hello,"
• "Hey,"

Common core lines:

• "Best,"
• "Hi,"
• "Hello,"

Common closings:

• "Best,"
• "Thanks for the heads up! Everything should be back up and running smoothly now. Let us know if that's not the case."
• "If you have any trouble accessing the course, please let us know!"

Phrases That Work (4-gram frequency)

• "let me know if" — 227 (25.9%)
• "if you have any" — 167 (19%)
• "me know if you" — 165 (18.8%)
• "know if you have" — 128 (14.6%)
• "let us know if" — 79 (9%)
• "at the top of" — 78 (8.9%)
• "to purchase the course" — 77 (8.8%)
• "the top of https" — 75 (8.5%)
• "everything should be back" — 73 (8.3%)
• "used to purchase the" — 73 (8.3%)

Tone Guidance (observed)

• Openings trend toward: "Hi,"
• Closings often include: "Best,"

What NOT To Do

• Don't introduce policy details that are not present in the verified response lines above.
• Don't paraphrase or reframe the customer's question in a way that changes meaning.
• Don't add refund/discount promises unless they appear in the extracted responses for this topic.

Validation

Draft must:

• Include at least one of the required phrases from the validation block
• Stay consistent with the observed response patterns above
• NOT introduce policy details that are not present in the verified response lines above.