email-change

name	email-change
description	Transfer license to different email. Triggers when customer wants to change email, move license, update account email, or mentions leaving job.
sample_size	2920
validation	{"required_phrases":["email","let me know"],"forbidden_patterns":["(?i)why","(?i)reason"]}
metrics	{"sample_size":2920,"avg_thread_length":2.93,"top_phrases":[{"phrase":"let me know if","count":2209,"percent":75.7},{"phrase":"me know if you","count":2095,"percent":71.7},{"phrase":"know if you have","count":1985,"percent":68},{"phrase":"if you have any","count":1964,"percent":67.3},{"phrase":"i ve transferred your","count":1765,"percent":60.4},{"phrase":"ve transferred your license","count":1644,"percent":56.3},{"phrase":"transferred your license to","count":1635,"percent":56},{"phrase":"your license to email","count":1622,"percent":55.5},{"phrase":"email let me know","count":1560,"percent":53.4},{"phrase":"to email let me","count":1539,"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

1. Confirm you've done it (past tense, not "I will")
2. Tell them the new email
3. 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:

1. ASK which email they purchased with
2. Don't guess
3. Don't apologize excessively
4. 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