Photo: Raimond Spekking, CC BY-SA 4.0, via Wikimedia Commons
The problem
Most small businesses answer the same ten questions again and again: opening hours, prices, delivery times, returns, bookings. Each reply is quick on its own, but together they eat hours every week.
Step by step
- List the ten questions customers ask most, with your real answers. This becomes your "facts sheet".
- Write three or four sentences about your tone: friendly or formal, first names or not, how you sign off.
- Open a general AI assistant such as ChatGPT, Claude, Gemini or Microsoft Copilot. Paste the facts sheet and the tone notes at the start of a new chat, or save them as custom instructions or a project if your tool supports it.
- Paste a customer email (without personal details you do not need) and ask for a draft reply using only the facts sheet.
- Read the draft, fix anything wrong, and send it from your normal email.
- Each time you correct the AI, add the correction to the facts sheet. After a couple of weeks the drafts need far fewer edits.
The prompt
You are helping me reply to customer emails for {business name}, a {type of business} in {town}.
Use only the facts below. If the answer is not in the facts, say "I will check and get back to you" instead of guessing.
Tone: {tone notes}.
Facts:
{facts sheet}
Customer email:
{paste email}
Write a reply under 120 words.
Replace the {highlighted} parts with your details, or fill them in with the prompt builder.
Check before you use it
- Prices, dates, opening hours and policies match your facts sheet exactly.
- Nothing is promised that you do not offer.
- The customer’s name and details are correct.
Privacy
- Remove card numbers, home addresses and health details before pasting.
- Check your AI tool’s data settings. Business plans of the main assistants usually let you turn off training on your data.
Do’s and don’ts
Do
- Keep one facts sheet and update it whenever a price or policy changes.
- Read every draft before it goes out, even the easy ones.
- Save your best replies as examples for the AI to copy.
Don’t
- Let the AI answer from its own general knowledge about your business.
- Paste card numbers, health details or passwords from customer emails.
- Switch on fully automatic replies until drafts are reliably right for weeks.
When not to use AI for this
Complaints, refunds over a set amount, legal threats and anything emotional should get a reply written by a person.
Tools that can help
We are not paid by any of these companies, and we list well-known options, not a ranking. Features and plans change; check the provider’s site and its data terms before you sign up. See all AI tools by category.
Useful for
Retail shopsTrades and home servicesSalons, barbers and beautyReal estate agentsAccountants and bookkeepersSmall law firmsHealth and dental practicesFitness studios and gymsOnline storesProperty managers and landlordsInsurance agenciesHotels, B&Bs and holiday rentals
Frequently asked questions
Will customers know the reply was drafted by AI?
Not if you edit it to sound like you, which you should do anyway. Many businesses say they use AI tools in their privacy policy.
Which AI tool is best for email replies?
Any of the main general assistants works well for this. Pick the one that fits the email and office software you already use.
Tried this playbook? Rate it.
Tips from travellers
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Questions from readers
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