Build an AT&T Onboarding Prototype

Create a 30-day public-source customer service training plan with Gemini.

Introduction

30 Second Summary

New customer service hires face dozens of products, policies, and difficult conversations before they feel ready for a live call. A loose collection of notes makes that learning harder to follow or verify.

In this project, you will use Gemini Canvas to design a public-source 30-day AT&T customer service onboarding prototype. You will apply source grounding so trainers can trace public claims without exposing confidential company or customer information.

What You'll Build

Your finished Google Doc opens to a six-week training calendar that a trainer can review from Day 1 foundations through the Day 30 integrated capstone.

By the end of this project, you'll have:

A 30-day calendar arranged as six working weeks, with exactly five numbered days in each week.
Detailed practice guides for AT&T Internet, U-verse TV, billing, and landline support. Synthetic scenarios let you practise troubleshooting, de-escalation, expectation setting, and plain-language explanations.
A source matrix that traces public claims to AT&T Support. Every unsupported internal topic stays visible through INTERNAL SOURCE REQUIRED placeholders.
Secret Mission: Add a coach calibration scorecard for the integrated Day 30 capstone.

Are there any prerequisites?

You need a personal Google Account with Gemini access. You also need a Windows device with an internet connection.

Internal AT&T documents, proprietary workflows, real customer records, and employee data remain outside personal Gemini.

Before We Start

This opening checkpoint locks in a public-source, portfolio-ready 30-day AT&T customer service onboarding prototype for trainers to review. Your personal Gemini workspace may contain public AT&T webpages plus synthetic scenarios only. Internal policies, credentials, proprietary procedures, real customer records, employee data, confidential system details, internal systems, and adjustment authority stay outside it.

Set Up a Safe Public-Source Canvas

Your earlier commitment defines this project as a portfolio prototype for trainer review. A personal Gemini account needs that safety boundary displayed before any curriculum work begins.

In this step, you will open a Gemini Canvas document. You will turn your safety commitment into a visible banner above an AT&T source registry.

In this step, get ready to:

Open Gemini Canvas using your personal Google account.
Create the document title plus a visible public-source safety banner.
Add an AT&T source registry with six required sections.

Start the Canvas document

Canvas gives you one editable document for drafting this prototype. Canvas auto-saves your changes as you work.

Select the address bar in your web browser.
Enter https://gemini.google.com.
Press Enter to load the Gemini web app.
Sign in with your personal Google account if Gemini asks you to continue.
Click Add Files below the prompt box.
Select Canvas.
Create the named onboarding document by entering this request in the prompt box:

Create a Canvas document with this exact title:

30-Day AT&T Customer Service Onboarding Prototype

What Does This Prompt Establish?

The prompt creates one reviewable document for the complete onboarding prototype. The exact title makes the document easy for a trainer to identify.

Click Submit.
Look at the top of the Canvas panel after the document opens.

You should see 30-Day AT&T Customer Service Onboarding Prototype as the document title.

Canvas Did Not Open?

Refresh the Gemini page if the Canvas panel does not appear. Confirm that you selected Canvas from the Add Files menu before submitting the request.

If access still fails, confirm that Gemini is using your personal Google account.

Help me troubleshoot why Gemini Canvas does not open in my personal account.

Add the public-source safety banner

A visible banner turns your earlier safety commitment into a rule that stays beside the work. The strict wording protects confidential company information plus personal data.

Place the safety boundary beneath the document title by entering this request in the Canvas prompt box:

Place this exact sentence in a visible safety banner directly below the document title. Do not change any wording.

Use public sources and synthetic scenarios only. Do not include internal AT&T content, credentials, customer data, employee data, proprietary procedures, or confidential system details.

Why Keep the Boundary Visible?

The banner gives every future edit the same safety test. Content stays only when it comes from a public source or a synthetic scenario.

Click Submit.
Read the new banner beneath the document title.
Replace the full sentence with the text above if Gemini changed any wording.

You should see the complete public-source warning directly below the title.

Banner Missing or Reworded?

Click the Canvas text to edit the document directly. Paste the exact sentence from the prompt beneath the title.

Help me restore the exact safety banner in my Canvas document.

Build the AT&T source registry

A source registry supports source grounding by giving every topic a place for evidence. It also keeps unsupported internal topics clearly separated for authorized review.

Create the initial source registry by entering this request in the Canvas prompt box:

Add a section titled "AT&T Source Registry" below the safety banner.

Add these exact subsection headings in this order:
AT&T Internet
U-verse TV
billing
landline home phone
communication skills
INTERNAL SOURCE REQUIRED

Leave space under each heading for sources.

How Will the Registry Help?

The first five sections organize public evidence by training topic. The final section captures policies or procedures that still need an employer-approved source.

Click Submit.
Scroll to the new AT&T Source Registry section.
Count the subsection headings.

You should see six registry headings with space beneath each one.

Registry Sections Missing?

Compare the registry with the reference near the end of this step. Add any missing heading through direct Canvas editing.

Help me correct the headings in my AT&T source registry.

Before you inspect the finished Canvas, do you expect every safety rule plus every source category to be visible in one document?

Scroll to the top of the Canvas document.
Inspect the document title.
Read the safety banner.
Count the source-registry headings.

What Should I See?

The document title is 30-Day AT&T Customer Service Onboarding Prototype.
The safety banner contains the exact public-source restriction shown below.
The source registry contains six headings in the required order.

✔️ Awesome, I've got everything!

Great. Canvas access is working with the safety boundary plus the initial source registry in place.

ⓧ I'd like to double check the full document

Compare the opening of your Canvas document with this reference. Keep every line exactly as shown.

30-Day AT&T Customer Service Onboarding Prototype

Use public sources and synthetic scenarios only. Do not include internal AT&T content, credentials, customer data, employee data, proprietary procedures, or confidential system details.

AT&T Source Registry

AT&T Internet
U-verse TV
billing
landline home phone
communication skills
INTERNAL SOURCE REQUIRED

Strong start. Your Canvas now keeps the safety boundary visible beside every future curriculum edit.

Next, you will turn this protected workspace into the full six-week training skeleton.

Generate the 30-Day Training Skeleton

Your public-source boundary is now visible in Gemini Canvas. The next goal is to give the prototype a complete 30-day backbone.

A fast AI draft can arrange the calendar. Its first result still has to prove whether it is detailed enough for agent training.

You will test that first pass before shaping it into a consistent daily structure. The visible result determines what the next revision needs.

In this step, get ready to:

Generate the six-week sequence.
Standardize every numbered day.
Audit the draft gaps.

Generate the six-week first draft

Prompt constraints keep the calendar's shape fixed while Gemini supplies short topic titles. This first pass tests the schedule before you invest in detail.

Select the prompt box beneath the Canvas document.
Paste this first-pass prompt:

Create a first-draft 30-day customer service onboarding calendar inside this Canvas document.

Use exactly six working weeks with five numbered days in each week.
Week 1, Days 1-5: foundations and communication.
Week 2, Days 6-10: Internet.
Week 3, Days 11-15: U-verse TV.
Week 4, Days 16-20: billing.
Week 5, Days 21-25: landline.
Week 6, Days 26-30: integrated practice and readiness.

For this first pass, give each day only a short topic title.
Do not add citations or detailed lesson content yet.
Use only public-source subject matter and synthetic situations.
Do not include internal AT&T policy, customer data, employee data, credentials, proprietary procedures, or confidential system details.
Preserve the existing safety banner and source registry.

What does this prompt control?

The week sequence fixes the order of the six training themes.
The numbered ranges keep the calendar at 30 days.
The safety constraint keeps the first pass inside the public-source boundary.
The short-title limit isolates the calendar structure for the first test.

Before you submit the prompt, do you think topic titles alone can guide an agent through a day of training?

Click Submit beside the prompt box.

You'll see six week headings with 30 numbered day titles.

The titles do not define a usable training day. They also have no sources.

That first pass has done its job: it exposes how a calendar can look complete without supporting real training.

Missing a week or day?

Gemini may occasionally shorten a repeated schedule pattern.

Resubmit the same prompt with the missing week or day range named explicitly.

Help me correct the calendar count.

Standardize every training day

A repeatable daily frame makes every day teachable. It also makes omissions easy to spot.

Select the prompt box beneath the Canvas document.
Paste this revision prompt:

Revise only the six-week schedule in this Canvas document.
Keep the existing six week headings and all 30 numbered days.
Keep the safety banner and source registry unchanged.

Under every numbered day, add these six lines in this exact order:
Learning objective: DRAFT DETAIL REQUIRED
Guided lesson: DRAFT DETAIL REQUIRED
Applied practice: DRAFT DETAIL REQUIRED
Role-play or teach-back: DRAFT DETAIL REQUIRED
Completion check: DRAFT DETAIL REQUIRED
Source: PUBLIC SOURCE REQUIRED

Keep each existing day topic title.
Do not invent internal policy, employee authority, proprietary workflows, or confidential system details.
Use synthetic situations only.

Why use one daily template?

Learning objective defines the day's intended outcome.
Guided lesson reserves space for instruction.
Applied practice turns the lesson into an activity.
Role-play or teach-back makes understanding observable.
Completion check reserves evidence of progress.
Source reserves space for public grounding.

Click Submit beside the prompt box.

Good progress. Every numbered day now has a reviewable structure. The placeholders clearly show where detailed content belongs.

Missing labels or days?

Name the missing day numbers in a correction prompt.
Repeat the six required labels in that correction prompt.

Help me restore the daily template.

Mark the draft gaps

Visible gap markers turn vague risks into a concrete revision list. This quality assurance pass keeps weak content visible for later correction.

Select the prompt box beneath the Canvas document.
Paste this audit prompt:

Audit the six-week schedule in this Canvas document.
Do not rewrite or solve any issue during this pass.

Apply one or more of these markers directly beneath every affected line:
GAP: GENERIC WORDING
GAP: UNSUPPORTED POLICY
GAP: MISSING SOURCE LINK
GAP: SHALLOW INSTRUCTION

Use GAP: GENERIC WORDING for vague phrases that do not define a clear training activity.
Use GAP: UNSUPPORTED POLICY for claims that depend on internal authority or internal process.
Use GAP: MISSING SOURCE LINK beneath every Source: PUBLIC SOURCE REQUIRED line.
Use GAP: SHALLOW INSTRUCTION for activities that lack enough detail to teach or assess.

Keep every marker visible.
Keep the safety banner, source registry, week headings, day numbering, and six daily labels unchanged.

What do the gap markers reveal?

Generic wording identifies phrases with no concrete learning activity.
Unsupported policy identifies claims that require approved internal guidance.
Missing source link identifies public claims that still need evidence.
Shallow instruction identifies activities that need more teaching depth.

Click Submit beside the prompt box.

You'll see correction markers throughout the schedule. You have now converted a polished-looking draft into an honest work plan.

Before you count the schedule, do you expect both revision prompts to have preserved all 30 numbered days?

Confirm the public-source safety banner remains visible.
Confirm the initial AT&T source registry remains visible.
Count the week headings from Week 1 through Week 6.
Count exactly five numbered days beneath each heading.
Confirm the schedule total is 30 days.
Inspect one day from every week for the six-field template.
Confirm visible gap markers appear throughout the draft.

You should see six week headings. Each week should contain exactly five numbered days.

The sequence should run from Day 1 through Day 30. Every day should use the same six-field template.

What should I see?

The six-field template contains:

Learning objective.
Guided lesson.
Applied practice.
Role-play or teach-back.
Completion check.
Source.

The draft uses these visible correction markers:

GAP: GENERIC WORDING.
GAP: UNSUPPORTED POLICY.
GAP: MISSING SOURCE LINK.
GAP: SHALLOW INSTRUCTION.

Counts or markers still wrong?

Ask Gemini to restore the exact six-week sequence if the count changed.
Name any missing marker category in a correction prompt.
Recheck the affected week after Gemini finishes revising it.

Help me fix the final skeleton audit.

✔️ My skeleton matches

Your Canvas now has the complete 30-day backbone. Double check that Gemini has finished auto-saving before moving on.

ⓧ I'd like to double check the structure

The public-source safety banner remains visible.
The initial AT&T source registry remains visible.
Week 1 contains Days 1-5 for foundations and communication.
Week 2 contains Days 6-10 for Internet.
Week 3 contains Days 11-15 for U-verse TV.
Week 4 contains Days 16-20 for billing.
Week 5 contains Days 21-25 for landline.
Week 6 contains Days 26-30 for integrated practice and readiness.
Every day contains the same six-field template.
Generic wording is visibly marked for correction.
Unsupported policy is visibly marked for correction.
Missing source links are visibly marked for correction.
Shallow instructions are visibly marked for correction.

Your 30-day calendar backbone is complete. Next, you'll turn the product-week placeholders into source-grounded troubleshooting guides.

Build Product Troubleshooting Guides

The schedule in Gemini Canvas now exposes generic wording. Missing citations also leave the product weeks too shallow for agent practice.

Verified AT&T Support pages supply the customer-facing facts. Source grounding ties each troubleshooting action to that evidence.

In this step, get ready to:

Add source-grounded Internet activities to Days 6-10.
Add source-grounded U-verse TV activities to Days 11-15.
Add source-grounded landline activities to Days 21-25.

Ground the Internet guides

Public Internet guidance can support customer troubleshooting activities. Employee-only decisions remain visible gaps for approved internal review.

Return to the prompt box below the Canvas document.
Ground Days 6-10 by pasting this prompt into the prompt box:

Update the existing Canvas document named "30-Day AT&T Customer Service Onboarding Prototype".
Preserve the safety banner, six-week structure, all 30 numbered days, existing day fields, gap markers, and source registry sections.
Use only the public AT&T facts below for the Internet content.

AT&T Internet public source capsule:
- "Troubleshoot your internet" covers gateway identification, equipment restart, status lights, outages, browsing issues, Wi-Fi information, and device connection.
- Unplug power from the device and wall, remove an internal battery backup if present, wait 20 seconds, restore the battery if applicable, reconnect power, and allow up to five minutes for restart and reconnection.
- Restarting the hub or gateway disconnects all devices from internet or Wi-Fi and may take up to five minutes to come back online.
- Source: https://www.att.com/support/article/internet/KM1010340/
- Set the date checked to 2026-10-16.

Expand Days 6-10 with source-grounded Internet troubleshooting activities.
Use this structure for every guide:
- Symptom.
- Customer-friendly explanation.
- Discovery questions.
- Ordered troubleshooting flow.
- Warning before disruptive actions.
- If-then branches.
- Success check.
- INTERNAL SOURCE REQUIRED escalation placeholder.
- Public source link.
- Date checked.
- Synthetic practice case.

Include a synthetic case that compares one connected device with multiple affected devices.
Include a synthetic case that separates local equipment trouble from an area outage.
Update the AT&T Internet source registry entry with the capsule, URL, and date checked.
Keep all scenarios synthetic and avoid claims about internal tools, authority, or procedures.

What does this prompt control?

The capsule limits Gemini to public facts from one dated AT&T page.
The fixed headings make every Internet guide reviewable against the same standard.
The INTERNAL SOURCE REQUIRED placeholder keeps unsupported escalation details visible.

Click Submit in the prompt box.
Review the revised activities under Days 6-10.
Compare one Internet guide with the required guide structure.

You should see outage checks plus a gateway restart flow. The restart should warn that connected devices lose service during reconnection.

That gives Week 2 a usable troubleshooting path with a public evidence trail.

Seeing generic Internet advice?

Remove any generated policy claim that does not appear in the source capsule.
Resubmit the prompt if Gemini omitted the source link or date checked.

Ask for help with the generated section: Help me compare my Internet guide with the source capsule and identify unsupported claims.

Ground the U-verse TV guides

U-verse TV troubleshooting changes with the symptom. Picture issues also carry different checks from sound or remote issues.

Return to the prompt box below the updated Canvas document.
Ground Days 11-15 by pasting this prompt into the prompt box:

Update the existing Canvas document named "30-Day AT&T Customer Service Onboarding Prototype".
Preserve the safety banner, source registry, six-week structure, all 30 numbered days, and the grounded Internet content.
Use only the public AT&T facts below for the U-verse TV content.

U-verse TV public source capsules:
- Picture path: Menu to Help to Information to Troubleshoot & Resolve to TV to Picture.
- For picture issues, hold Power for 10 seconds, press it again, and allow 5-8 minutes.
- Warn that DVR recordings in progress are affected.
- Picture isolation includes gateway cables, TV input settings, individual receiver restarts, and tests on other channels.
- Sound path: Menu to Help to Information to Troubleshoot & Resolve to TV to Sound.
- Sound isolation includes another channel, receiver-to-TV connections, mute, volume, home-theater power, and output.
- Remote path: Menu to Help to Information to Troubleshoot & Resolve. Choose OK, select TV, choose Remote Control, select Troubleshooting, and follow the prompts.
- Remote checks include mode buttons, batteries, a clear path to the receiver, cables, TV input, and the documented receiver restart.
- Error categories include a gear or cog, blinking receiver lights with no picture, three dots, Red X, Client Initialization Error, Diagnostic Info Screen, recording conflicts, and content unavailable.
- Error-specific receiver and gateway waits vary. Restarting the gateway can temporarily disrupt internet, TV, and Voice service.
- Picture source: https://www.att.com/support/article/u-verse-tv/KM1040598/
- Sound source: https://www.att.com/support/article/u-verse-tv/KM1009878/
- Remote source: https://www.att.com/support/article/u-verse-tv/KM1009910/
- Error source: https://www.att.com/support/article/u-verse-tv/KM1000634/
- Set the date checked to 2026-10-16 for every source.

Expand Days 11-15 with guides for picture, sound, remote, receiver, and error issues.
Use the same required guide structure already used for the Internet guides.
Preserve the source-specific restart timing for each issue.
Place a warning before every restart that can interrupt a service or recording.
Add synthetic cases that compare one receiver with multiple affected receivers.
Update the U-verse TV source registry entry with the capsules, URLs, and dates checked.
Keep unresolved employee actions behind an INTERNAL SOURCE REQUIRED escalation placeholder.

Why separate the TV flows?

The symptom determines the diagnostic path. Keeping the flows separate prevents one restart procedure from being treated as a universal fix.

The disruption warnings also protect the customer experience. A learner sees the impact before suggesting a restart.

Click Submit in the prompt box.
Review the revised activities under Days 11-15.
Compare one U-verse TV guide with the required guide structure.

You should see separate paths for picture, sound, remote, receiver, or error symptoms. Any restart should retain its source-specific timing plus its impact warning.

Did Gemini merge the restart procedures?

Remove any universal restart sequence from the generated TV guides.
Resubmit the prompt with the affected guide named in the first line.
Check that the relevant source link remains attached to the corrected guide.

Use this if the timing still looks inconsistent: Help me separate my U-verse TV restart procedures by symptom and source.

Ground the landline guides and verify all products

Landline diagnosis depends on isolation. The learner needs to distinguish one faulty device from a wider line issue before reaching an escalation placeholder.

Return to the prompt box below the updated Canvas document.
Ground Days 21-25 by pasting this prompt into the prompt box:

Update the existing Canvas document named "30-Day AT&T Customer Service Onboarding Prototype".
Preserve the safety banner, source registry, six-week structure, all 30 numbered days, and the grounded Internet and U-verse TV content.
Use only the public AT&T facts below for the landline home phone content.

Landline home phone public source capsules:
- For an issue on more than one phone, test at the Telephone Network Interface with a corded phone.
- No clear dial tone points to a repair ticket. A clear dial tone points to an inside issue.
- For interference, disconnect devices and power supplies.
- Test a single phone directly at a wall jack.
- Reconnect devices one at a time. Retest after each device to identify the source of interference.
- For incoming-call issues, verify cordless-phone power and cords.
- Restart the documented gateway or hub for this workflow.
- Test a callback.
- Verify Call Forwarding is off in Phone features to Features to Call Forwarding.
- No-dial-tone and interference source: https://www.att.com/support/article/home-phone/KM1123854/
- Incoming-call source: https://www.att.com/support/article/home-phone/KM1010627/
- Set the date checked to 2026-10-16 for every source.

Expand Days 21-25 with guides for no dial tone, interference, and incoming-call issues.
Use the same required guide structure already used for the Internet guides.
Add a warning before disconnecting equipment or restarting a gateway or hub.
Add synthetic cases that compare one affected phone with more than one affected phone.
Add a synthetic case that isolates an interfering device through one-at-a-time reconnection.
Keep repair, account, and employee-only decisions behind an INTERNAL SOURCE REQUIRED escalation placeholder.
Update the landline home phone source registry entry with the capsules, URLs, and dates checked.

What does the isolation logic teach?

One-device tests narrow the likely cause before a broader action is considered. The synthetic cases let learners practise that reasoning without using customer records.

The escalation placeholder marks the point where public guidance ends. An approved internal source must define the employee action.

Click Submit in the prompt box.
Review the revised activities under Days 21-25.
Compare one landline guide with the required guide structure.

You should see separate flows for no dial tone, interference, or incoming-call symptoms. The synthetic cases should isolate the affected equipment before the escalation placeholder.

Missing the isolation branches?

Check whether the guide asks how many phones are affected.
Check whether the interference guide reconnects devices one at a time.
Remove any internal repair or account procedure generated without an approved source.

Use this to diagnose a weak flow: Help me find the missing isolation branches in my landline troubleshooting guide.

Before you inspect all three product weeks, do you expect every selected guide to show the same evidence trail?

Review one Internet guide under Days 6-10.
Review one U-verse TV guide under Days 11-15.
Review one landline guide under Days 21-25.
Confirm that each selected guide retains its synthetic practice case.
Confirm that the source registry contains URLs plus dates checked for all three product areas.

What should I see?

Each guide should identify a symptom. It should explain that symptom in customer-friendly language.

Discovery questions should lead into ordered actions. Disruptive actions should have a warning.

If-then branches should end in a success check. Unresolved outcomes should point to an INTERNAL SOURCE REQUIRED escalation placeholder.

Each guide should show a public source link. It should also show a date checked plus a synthetic practice case.

You have replaced the shallow product activities with source-grounded troubleshooting practice. Internet, U-verse TV, and landline now have distinct diagnostic flows.

Your product weeks now teach repeatable diagnostic logic without claiming internal authority. Next, you will pair that technical depth with billing guidance plus customer communication practice.

Add Billing and Communication Practice

Source grounding has given your product weeks operational depth. Billing conversations add a second challenge because frustrated customers need accurate explanations.

In this step, you will pair public AT&T Support guidance with observable service behaviors in Gemini Canvas. Visible internal-source gaps keep the prototype safe for trainer review.

In this step, get ready to:

Expand Week 4 with public-source billing guidance.
Thread observable communication practice through all six weeks.
Mark internal-only topics with visible source gaps.

Build the public-source billing guide

A public billing guide can explain customer-facing options without claiming employee authority. Each billing activity needs a source because polished explanations can still contain unsupported details.

Copy the following prompt into the prompt box below your Canvas document:

Expand Week 4, Days 16-20, in the existing 30-day onboarding plan.
Keep every day's learning objective, guided lesson, applied practice, role-play or teach-back, completion check, and source placeholder.
Cover these topics across Days 16-20:
- bill changes, credits and discounts, taxes and fees.
- payment options, payment arrangements, and reporting or tracking payment issues.
Build one public-source billing guide with customer-friendly explanations, applied practice, synthetic role-play, completion checks, source links, and dates checked.
Ground the guide only in these verified public AT&T facts:
- public bill explanations cover recent charges, current total, plan updates, new devices, promotion expirations, credits, taxes, fees, and one-time or partial-month charges.
- Fast payment uses an account number or active AT&T phone number plus ZIP Code, while online payment uses an AT&T user ID and password.
- the customer reviews the payment calendar and selects an available date. If no date appears beyond the due date, the customer is not eligible to schedule an arrangement.
- the selected method and date form the commitment, processing starts at 12 a.m. ET on that date, arrangements scheduled after the original due date cannot be changed or canceled, and AutoPay should be paused for the current month if applicable.
- My Tickets lets signed-in customers view status, check updates, add details in Messages, review AT&T Requests, and provide requested information.
- from bill and payment history, verify the account, review history, select Report a payment issue, choose the issue type, enter information, upload supporting documents if applicable, and select Submit.
Use these public source URLs:
- https://www.att.com/support/my-account/understand-your-bill
- https://www.att.com/support/article/my-account/KM1025834/
- https://www.att.com/support/article/my-account/KM1299719/
Record the date checked as 2026-10-16.
Mark authentication, account access, adjustment authority, required disclosures, and proprietary system steps as INTERNAL SOURCE REQUIRED.
Update the billing section of the source registry with source capsules, URLs, and dates checked.
Use only synthetic customers, account details, bills, and payment situations.
Preserve every existing Internet, U-verse TV, and landline guide.

How This Prompt Protects the Billing Guide

The verified facts keep bill explanations tied to public customer guidance.
The source URLs make each billing workflow traceable during review.
The internal-source labels prevent public self-service instructions from becoming invented employee procedures.

Click Submit to expand Week 4.

You should see Days 16-20 change from billing placeholders into lessons covering all six billing areas.

Review Days 16-20 in the Canvas document.
Confirm the billing activities cover bill changes, credits and discounts, taxes and fees, payment options, payment arrangements, and payment issues.
Confirm the billing section of the source registry now contains public source capsules, URLs, and dates checked.

Missing a Billing Topic or Source?

Ask Gemini to add only the missing billing topic while preserving the other Week 4 content.
Remove any factual claim that has no public source.
Replace any invented employee procedure with a visible INTERNAL SOURCE REQUIRED placeholder.

Help me check my Week 4 billing guide for missing topics or unsupported claims.

Thread communication through all six weeks

Observable behaviors make communication practice coachable. De-escalation and expectation setting become useful when a reviewer can point to specific words or actions in a role-play.

Copy the following prompt into the prompt box below your Canvas document:

Thread observable customer communication practice through all six weeks of the existing onboarding plan.
Keep every day's learning objective, guided lesson, applied practice, role-play or teach-back, completion check, and source placeholder.
Use these observable behaviors throughout the plan:
- mirroring.
- validating.
- acknowledging.
- listening without unnecessary interruption.
- summarizing.
- asking clarifying questions.
- explaining the next step.
- updating customers when waits take longer.
- de-escalation.
- expectation setting.
- plain-language teach-backs.
Add at least one observable communication behavior to every day.
Ensure the six-week plan collectively practices every behavior in the list.
Include a de-escalation scenario, an expectation-setting moment, and a plain-language teach-back in each week.
Use these verified public communication facts:
- Zendesk defines mirroring, validating, acknowledging, listening, summarizing, and communicating wait expectations as phone-support practices.
- ask permission before placing a customer on hold, state how long it should take, and check back with an update if it takes longer.
Use only synthetic customers and service situations.
Preserve every public-source product and billing fact already in the document.
Do not add internal scripts, performance targets, required wording, or undocumented authority.

What This Prompt Adds

Every training day gains a behavior that a coach can observe.
Each week includes practice for tense conversations, wait expectations, and plain-language explanations.
The synthetic scenarios preserve the document's safety boundary.

Click Submit to revise the six-week plan.

You should see communication behaviors added to role-plays, teach-backs, applied practice, or completion checks throughout all six weeks.

Review one updated activity from Week 1.
Review one updated product-support activity from Weeks 2, 3, or 5.
Review one updated integrated activity from Week 6.
Confirm each sampled activity names an observable communication behavior.

Communication Practice Still Feels Generic?

Replace vague goals such as being professional with one behavior from the required list.
Require each role-play to state what a coach listens for.
Keep scoring targets out of the plan until an approved internal source defines them.

Help me turn a generic communication activity into observable practice.

Mark every internal-source gap

Public support pages explain customer-facing actions. Employee authentication, authority, systems, disclosures, and performance expectations still require approved internal sources.

Copy the following audit prompt into the prompt box below your Canvas document:

Audit the entire 30-Day AT&T Customer Service Onboarding Prototype for internal-only claims.
Insert the exact label INTERNAL SOURCE REQUIRED wherever the document depends on an approved internal source.
Create a visible internal-source gap list containing:
- authentication.
- account access.
- proprietary systems.
- adjustment authority.
- escalation tiers.
- required disclosures.
- documentation standards.
- performance targets.
- approved wording.
Remove any invented instructions for these topics.
Keep public customer guidance only where a public source supports it.
Update the INTERNAL SOURCE REQUIRED section of the source registry with all nine gaps.
Preserve the public-source safety banner.
Preserve all existing product guides, billing guidance, communication practice, source links, and dates checked.
Confirm that every scenario uses synthetic information.

Why the Gap List Matters

The gap list tells a trainer which parts of the prototype still need authorized material.
The visible labels prevent unsupported internal assumptions from blending into public facts.
The audit keeps the prototype useful without presenting it as approved AT&T training.

Before you submit the audit, which internal-only topic do you expect to appear most often?

Click Submit to run the final internal-source audit.

You should see a nine-topic gap list in the source registry. Unsupported internal details should now carry the visible INTERNAL SOURCE REQUIRED label.

Still See Unsupported Internal Instructions?

Replace the unsupported instruction with its internal-source topic name.
Add the exact INTERNAL SOURCE REQUIRED label beside the gap.
Preserve any nearby public guidance that still has a verified source link.

Help me decide whether a detail needs an internal source placeholder.

Before you make the final pass, do you expect any internal policy wording to remain without a placeholder?

Review Week 4 in the Canvas document.
Confirm Week 4 covers bill changes, credits and discounts, taxes and fees, payment options, payment arrangements, and payment issues.
Review one role-play from each of Weeks 1, 2, 3, 5, and 6.
Confirm the sampled role-plays collectively cover reflective listening, de-escalation, expectation setting, and plain-language teach-backs.
Confirm the source registry lists all nine internal-only topics as visible gaps.

Your Canvas should show all six billing topics in Week 4. Each week should also contain observable communication practice.

The nine internal-only topics should appear as visible INTERNAL SOURCE REQUIRED gaps. Strong work. Your prototype now teaches public workflows without pretending to define employee authority.

✔️ My Canvas matches the checkpoint

Your Canvas contains the billing guidance, communication framework, source registry updates, and internal-source gaps required for this step.

ⓧ I'd like to double check the Canvas

30-Day Training Skeleton: Week 1 covers foundations and communication with observable communication behaviors. Week 2 covers Internet troubleshooting and communication practice. Week 3 covers U-verse TV troubleshooting and communication practice. Week 4 covers public-source billing topics. Week 5 covers landline troubleshooting and communication practice. Week 6 covers integrated practice and readiness. Every day retains a learning objective, guided lesson, applied practice, role-play or teach-back, completion check, and source placeholder.
AT&T Source Registry: The registry contains AT&T Internet, U-verse TV, billing, landline home phone, communication skills, and INTERNAL SOURCE REQUIRED sections. Internet, U-verse TV, landline, and billing entries include public-source capsules, URLs, and dates checked. Internal-only topics are explicitly listed as gaps.
Billing Guide: The public-source guide covers bill changes, credits and discounts, taxes and fees, payment options, payment arrangements, and reporting or tracking payment issues. Internal authentication, account access, adjustment authority, disclosures, and system workflows are marked INTERNAL SOURCE REQUIRED.
Communication Practice Framework: Observable behaviors used throughout all six weeks include mirroring, validating, acknowledging, listening without unnecessary interruption, summarizing, asking clarifying questions, explaining the next step, updating customers when waits take longer, de-escalation, expectation setting, and plain-language teach-backs.
Gemini Canvas Document: The document is named 30-Day AT&T Customer Service Onboarding Prototype. It contains the public-source safety banner, source registry, six-week schedule, source-grounded product troubleshooting guides, billing guidance, communication practice, and visible internal-source placeholders.
Internal-Source Gap List: The list contains authentication, account access, proprietary systems, adjustment authority, escalation tiers, required disclosures, documentation standards, performance targets, and approved wording.
Internet Troubleshooting Guide: The public-source guide still covers Internet outages and gateway restarts. It retains its symptom, customer-friendly explanation, discovery questions, ordered troubleshooting flow, warnings, branches, success check, escalation placeholder, source link, date checked, and synthetic practice case.
U-verse TV Troubleshooting Guide: The public-source guide still covers picture, sound, remote, receiver, and error issues. It retains its symptom, customer-friendly explanation, discovery questions, ordered troubleshooting flow, warnings, branches, success check, escalation placeholder, source link, date checked, and synthetic practice case.
Landline Home Phone Troubleshooting Guide: The public-source guide still covers no dial tone, interference, and incoming-call issues. It retains its symptom, customer-friendly explanation, discovery questions, ordered troubleshooting flow, warnings, branches, success check, escalation placeholder, source link, date checked, and synthetic practice case.
Project Safety Commitment: The prototype remains a public-source, portfolio-ready onboarding prototype for trainer review. It permits public AT&T webpages and synthetic scenarios only. It excludes internal policies, credentials, proprietary workflows, real customer data, employee data, internal systems, adjustment authority, and confidential operational details.

Your onboarding plan now combines product knowledge with billing explanations and observable customer communication. Next, you will audit the complete prototype and export the verified result to Google Docs.

Audit and Export the Onboarding Plan

Your Gemini Canvas plan now covers all six weeks. The content spans product support through customer communication.

Polished AI output can still hide unsupported claims. A final audit proves the schedule is complete while keeping the prototype grounded in public sources.

In this step, get ready to:

Audit the schedule for complete coverage plus safe content.
Build a guide index backed by the final source matrix.
Export the corrected prototype to Google Docs.

Audit the full plan

A structured audit prompt turns each project requirement into a visible check. The report shows where the document has evidence plus where it still needs work.

Return to the prompt box beneath the Canvas document.
Paste this audit request into the prompt box:

Audit the current "30-Day AT&T Customer Service Onboarding Prototype". Do not revise the document yet.

Return an audit table with these columns: Requirement, Pass or Fail, Evidence, and Correction Needed.

Check these requirements:
1. Exactly six week headings with exactly five numbered days under each week and 30 days in total.
2. Week coverage for foundations and communication, Internet, U-verse TV, billing, landline, and integrated practice and readiness.
3. Every day includes a learning objective, guided lesson, applied practice, role-play or teach-back, completion check, and source reference or placeholder.
4. The plan covers Internet, U-verse TV, billing, and landline home phone.
5. All six weeks include mirroring, validating, acknowledging, listening without unnecessary interruption, summarizing, clarifying questions, explaining the next step, longer-wait updates, de-escalation, expectation setting, and plain-language teach-backs.
6. The source registry includes AT&T Internet, U-verse TV, billing, landline home phone, communication skills, and INTERNAL SOURCE REQUIRED sections.
7. Relevant public-source entries include a public URL and date checked.
8. The document includes a guide index, final source matrix, and internal-source gap list.
9. The internal-source gap list includes authentication, account access, proprietary systems, adjustment authority, escalation tiers, required disclosures, documentation standards, performance targets, and approved wording.

Run a safety scan for real customer data, real employee data, credentials, internal AT&T content, proprietary workflows, unsupported internal policies, and non-synthetic scenarios.

For every failed check, identify the affected heading and describe one precise correction. Do not add or infer internal policy.

How does this audit work?

The schedule checks expose missing weeks plus incorrect day counts.
The coverage checks test every required service area plus communication behavior.
The source checks look for traceable public guidance plus visible internal gaps.
The safety scan looks for content that must stay outside a personal Gemini account.

Before you submit the audit, which requirement do you think is most likely to need another edit?

Click Submit to run the audit.

You will see a pass-or-fail table with evidence from the document. Good. You now have a concrete quality report instead of relying on how polished the plan looks.

Did Gemini revise the plan instead?

Undo the unexpected edits in Canvas.
Resubmit the audit request with the instruction to return only the audit table.
Check that each failed row names an affected heading.

Ask for help if the response still skips requirements: Help me make Gemini audit my Canvas document without rewriting it.

Build the guide index and source matrix

A final source matrix makes source grounding visible to a reviewer. Each public guide points back to its URL while every unsupported internal topic stays marked as INTERNAL SOURCE REQUIRED.

Paste this source-audit request into the Canvas prompt box:

Using only the current document, its source registry, and its existing public-source guides, create and insert these two sections near the end of the prototype.

Section 1: Guide Index
List the Internet, U-verse TV, landline home phone, billing, communication practice, role-play, and integrated-readiness guides. Point each entry to its matching document heading.

Section 2: Final Source Matrix
Use these columns: Guide or Topic, Service Area, Public URL, Date Checked, and Status or Gap.

Add one row for every Internet, U-verse TV, landline, and billing guide. Copy each public URL and date checked from the existing source registry. Do not invent, shorten, or replace any URL.

Add separate rows for authentication, account access, proprietary systems, adjustment authority, escalation tiers, required disclosures, documentation standards, performance targets, and approved wording. Mark each of these rows as INTERNAL SOURCE REQUIRED.

Keep the existing source registry. Preserve every public-source safety warning. Do not create internal procedures or unsupported policy.

What does this request create?

The guide index gives reviewers one place to find each training resource.
The source matrix connects each technical or billing guide to its existing public evidence.
The gap rows prevent unsupported internal topics from blending into public guidance.

Click Submit to insert both sections.

You will see a guide index plus a final source matrix near the end of the Canvas document. That gives every detailed guide a visible evidence trail.

Compare every public URL in the matrix with its matching source registry entry.
Confirm every public guide has a date checked.
Confirm each unsupported internal topic is marked INTERNAL SOURCE REQUIRED.

Seeing an invented or missing source?

Remove any URL that does not already appear in the source registry.
Restore the matching URL from the existing registry entry.
Mark an unsupported topic as INTERNAL SOURCE REQUIRED.

Use this if a matrix row cannot be traced: Help me compare my source matrix with the existing registry without inventing links.

Finalize the exported prototype

Every failed audit check now becomes a concrete edit. Once all checks pass, the document is ready for an external review copy.

Paste this final correction request into the Canvas prompt box:

Use the latest audit report to correct every row marked Fail in the "30-Day AT&T Customer Service Onboarding Prototype".

Preserve the public-source safety banner, all verified public URLs, all dates checked, all synthetic scenarios, and every INTERNAL SOURCE REQUIRED placeholder.

Do not add internal AT&T policy, proprietary system steps, real customer information, real employee information, credentials, adjustment authority, performance targets, required wording, or unsupported procedures.

After making the corrections, run the full audit again. Return an updated audit table with Requirement, Pass or Fail, and Evidence. Finish with a safety summary confirming that the document uses public sources and synthetic scenarios only.

What does this final pass protect?

The corrections close every gap found by the first audit.
The preservation rules keep verified sources plus safety boundaries intact.
The second audit provides evidence that each requirement now passes.

Before you submit the correction request, do you expect any failed checks to remain?

Click Submit to apply the corrections.

You should see every requirement marked as passing. The safety summary should confirm that the prototype contains public sources plus synthetic scenarios only.

Does an audit row still fail?

Locate the document heading named in the failed row.
Apply the correction described in that row.
Repeat the final audit for the failed requirement.

Use this if the same check keeps failing: Help me resolve this failed audit check without adding unsupported content.

A Google sign-in screen may appear during export. Your password belongs only in Google's sign-in flow.

Before you export, which five parts of the prototype do you expect to inspect in the Google Doc?

Click Share & export in Canvas.
Select Export to Docs.
Complete the Google Account sign-in flow if it appears.
Wait for the exported document to open in Google Docs.

You will see a Google Doc named 30-Day AT&T Customer Service Onboarding Prototype.

Inspect the opening page for the project title plus public-source safety banner.
Count five numbered days beneath each of the six week headings.
Locate the guide index near the end of the document.
Inspect one product guide for its public URL plus date checked.
Inspect the billing guide for its public guidance plus internal-source placeholders.
Inspect one role-play for synthetic details plus observable communication behavior.
Inspect the final source matrix for public URLs plus internal gap rows.
Inspect the internal-source gap list for all nine required topics.

You should find each inspected section intact in Google Docs. You have cleared the final quality gate with a source-audited export that contains no confidential customer or company information.

Missing content in Google Docs?

Return to Canvas to confirm the missing section exists in the source document.
Repeat the export after the latest Canvas changes are saved.
Compare the new Google Doc with the final Canvas audit.

Use this if the export remains incomplete: Help me troubleshoot missing sections in my Gemini Canvas export to Google Docs.

Secret mission

Add a Day 30 Coach Calibration Scorecard

Day 30 needs a consistent way for coaches to judge the integrated capstone. This extension adds a weighted scorecard and tests it against a synthetic interaction involving a service issue, a billing concern, and an upset customer.

Clean Up Your Resources

This project has no ongoing charges. Choose whether to keep the prototype, pause your work, or delete everything.

Resources you used:

The Gemini Canvas chat used to build the prototype.
The Canvas document named 30-Day AT&T Customer Service Onboarding Prototype.
The exported Google Docs document named 30-Day AT&T Customer Service Onboarding Prototype.

Keep everything running

No action is needed. Choose this if you want the prototype ready for future review.

Keep the Gemini Canvas chat private.
Keep the exported Google Doc private.
Refresh every public-source date before a future review.
Preserve every INTERNAL SOURCE REQUIRED placeholder until approved internal sources exist.

Pause - I'll come back to this later

Stop editing while preserving both copies. This gives you a clean point to resume from an employer-approved AI environment.

Confirm that your latest scorecard edits are visible in Canvas.
Close the Gemini browser tab.
Close the Google Docs browser tab.
Leave both resources private until approved internal sources are available.

Delete - I don't want to use this again

Deletion can feel final. The public sources remain available if you rebuild later.

Remove the Canvas document:

Clearing Canvas is a little fiddly because you must focus the editable document before selecting its text.

Switch back to the Gemini Canvas document from earlier.
Click inside the editable Canvas document.
Press Ctrl+A to select the document content.
Press Backspace to clear the selected content.
Confirm that the Canvas panel is empty.

Remove the Gemini chat:

Locate the related chat in Gemini's left sidebar.
Open the chat's actions menu.
Select Delete.
Approve the deletion in the confirmation prompt.
Confirm that the chat no longer appears in the sidebar.

Remove the exported Google Doc:

Switch back to the exported Google Doc from earlier.
Return to the Google Docs home screen.
Open the actions menu for 30-Day AT&T Customer Service Onboarding Prototype.
Move the document to your Google account's trash.
Open the trash for your Google documents.
Permanently delete 30-Day AT&T Customer Service Onboarding Prototype.
Confirm that the trash no longer lists the document.

Nice Work!

Excellent work! Your Gemini Canvas prototype now gives a trainer a safe way to review a complete customer service onboarding plan built from public sources.

Here's what you learned:

Built an audited six-week, 30-day onboarding schedule. Its six working weeks each contain exactly five training days.
Created public-source support guides for AT&T Internet, U-verse TV, billing, and landline issues. Embedded de-escalation, expectation setting, and plain-language teach-backs throughout the plan.
Completed a source and safety audit that keeps synthetic scenarios separate from confidential information. Exported the finished prototype to Google Docs with a source matrix and clearly identified internal-source gaps.
Completed the optional Secret Mission by adding a weighted Day 30 coach calibration scorecard. Tested every criterion against a synthetic interaction with supporting evidence, a coaching note, and a specific next action.

Ready to quiz yourself?