name: course-content-locked description: Restore access to purchased course content. Use when a customer has paid but content is locked, missing, or inaccessible. metadata: trigger_phrases: - "restore access" - "access purchased" - "purchased course" related_skills: ["technical-issue-course-content"] sample_size: "520" validation: | required_phrases: - "access the course" - "login link" - "restore purchases" forbidden_patterns: - "(?i)refund" - "(?i)chargeback" - "(?i)purchase order" - "(?i)wire transfer" - "(?i)bank transfer" - "(?i)vat number" - "(?i)invoice number" max_length: 500 metrics: "sample_size: 520\navg_thread_length: 3.42\ntop_phrases:\n - phrase: "let me know if"\n count: 91\n percent: 17.5\n - phrase: "me know if you"\n count: 77\n percent: 14.8\n - phrase: "to access the course"\n count: 52\n percent: 10\n - phrase: "know if you have"\n count: 50\n percent: 9.6\n - phrase: "thanks for the heads"\n count: 50\n percent: 9.6\n - phrase: "for the heads up"\n count: 50\n percent: 9.6\n - phrase: "at the top of"\n count: 50\n percent: 9.6\n - phrase: "you ll need to"\n count: 49\n percent: 9.4\n - phrase: "if you have any"\n count: 48\n percent: 9.2\n - phrase: "let us know if"\n count: 46\n percent: 8.8"

Course Content Locked or Unavailable

Response Patterns (from samples)

Common openings:

• "Hi,"
• "Hello,"
• "Hi there,"

Common core lines:

• "Hi,"
• "Best,"
• "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."
• "Your original purchase price will be removed from the upgrade to the full unrestricted version if you should choose to upgrade."

Phrases That Work (4-gram frequency)

• "let me know if" — 91 (17.5%)
• "me know if you" — 77 (14.8%)
• "to access the course" — 52 (10%)
• "know if you have" — 50 (9.6%)
• "thanks for the heads" — 50 (9.6%)
• "for the heads up" — 50 (9.6%)
• "at the top of" — 50 (9.6%)
• "you ll need to" — 49 (9.4%)
• "if you have any" — 48 (9.2%)
• "let us know if" — 46 (8.8%)

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.