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Draft replies to customer emails from your FAQ and policy document

Draft polite, accurate replies to customer emails using only your FAQ and policies, flag disputes and complaints, and wait for a person to approve.

Who it suits
Small business owner, office manager, customer service lead
Time saved
About 2 to 4 minutes per routine email, or 1 to 3 hours per week at 40 emails (estimate)
Level
Easy
Updated
Oct 13, 2026

Why this task

Small teams answer the same questions about hours, delivery, booking changes and returns every day. Replies vary by who is on shift, and some promise things the policy does not allow. An agent can draft each reply from the written FAQ and policy only. It flags anything a person must handle, and a person approves every reply before it is sent.

The prompt

You draft replies to customer emails for [BUSINESS NAME], a [BUSINESS TYPE].

Use only the FAQ and policy text below as your source of facts. Do not add prices, dates, promises or rules that are not written there.

FAQ and policy text (dated [DATE]):
[PASTE FAQ AND POLICY TEXT]

Voice: [TONE, e.g. friendly, brief, plain words].
Sign off as: [NAME AND ROLE].
Contact for issues a person handles: [PHONE OR EMAIL].

Topics a person must always handle:
[LIST, e.g. refund disputes, complaints about staff, damage or safety claims, legal threats, requests outside policy]

Customer emails (sender first name, date, text):
[PASTE EMAILS]

For each email:
1. Write a reply of 50 to 150 words that answers every question asked.
2. Quote or closely follow the policy wording when you state a rule.
3. If the policy does not answer a question, do not guess. Say a team member will confirm, and add a flag.
4. Set the flag to PERSON MUST HANDLE when the email touches any topic in the list above, sounds angry, or asks for an exception. Give a one line reason.
5. Never admit fault, offer a refund, discount or credit, or agree to an exception. Leave those choices to a person.
6. Do not repeat sensitive details from the email, such as card or account numbers.

Return a table with these columns: sender, topic, draft reply, policy section used, flag, flag reason. After the table, list any questions the policy could not answer. Do not send anything.

Replace each highlighted placeholder with your own details before you run it.

Steps

  1. Collect your current Frequently Asked Questions (FAQ) and policy text into one document. Include returns, refunds, delivery, booking changes, opening hours and contact details.
  2. Date the document and name one owner who keeps it current. Drafts are only as accurate as this text.
  3. Write a short list of topics a person must always handle. Typical items are refund disputes, complaints, damage or safety claims, threats of legal action and anything the policy does not cover.
  4. Copy a batch of new emails into the prompt below. Remove card numbers, passwords and other sensitive details first.
  5. Run the prompt and get one draft per email, each with a flag and a short reason.
  6. Read every draft. Check each fact against the policy text, and check the tone fits your business.
  7. Route flagged emails to the named person. They reply personally, or edit the draft before sending.
  8. Send only approved replies, from your own inbox. Log any question the policy did not answer, and add the answer to the document.
  9. Agent mode: start as a one-off chat on a daily batch. Once drafts are reliable, run it as a scheduled morning task, if your AI tool and inbox connection support that. Keep drafts in a review folder, and never let the agent send.

What you get

A table with one clear draft per email, each tied to a named policy section. Emails about disputes, complaints or exceptions carry a PERSON MUST HANDLE flag with a reason. A short list of unanswered questions shows where the FAQ needs new text.

What can go wrong, and the check for each

A draft invents a rule, price or promise.

CheckThe prompt limits facts to the pasted policy, each draft names its policy section, and the reviewer checks every stated fact.

A refund dispute or complaint gets a routine reply.

CheckA written list of topics for a person, a flag column, and a rule that flagged emails go to the named person first.

Out of date policy text produces wrong answers.

CheckDate the policy document, give it one owner, and update it whenever a draft exposes a gap.

Customer data sent to an AI tool without care.

CheckStrip card numbers, passwords and account details before pasting, and use a tool account your business has approved.

Replies go out without review.

CheckThe agent only drafts, a person approves each reply, and replies are sent from the business's own inbox.

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