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Get an AI helper that drafts replies from your policies
Set up a private AI workspace that knows your FAQ and policies, so every reply draft uses your real prices, rules and tone.
When to use it
Every time you answer a customer question
Step by step
Prepare your reference documents
Collect your FAQ, returns policy, delivery info and price list into one or two documents. Make sure none of them contain customer details.
Create a workspace in your AI assistant
Use a Project in ChatGPT or Claude, or a Gem in Gemini, depending on what your plan includes. Upload your documents as its files or knowledge.
Give it standing instructions
Paste this into the workspace's instructions box so it behaves the same way every time.
Prompt to copyYou help me reply to customers of [business name], which [what you do]. Always answer using only the uploaded documents. If the answer isn't in them, say 'I don't know from your documents' and suggest what I should check. Write in British English, warm and short (under 120 words), using the customer's first name if I give it. Never invent prices, dates or policies. After each draft, list in one line any facts you used and which document they came from.Use it for each new question
Paste the customer's question with personal details removed and ask for a reply. Check the facts line before you copy the draft into your email or chat.
Keep its knowledge current
When a policy or price changes, replace the old file in the workspace straight away.
What you get
Hi Sam, yes, you can swap the size for free within 30 days. Just pop it back in the original bag with the returns slip, and we'll send the new size as soon as it arrives. Facts used: free exchanges within 30 days (Returns policy, section 2).
Tips
- Check your workplace AI policy before uploading business documents.
- Keep the AI as your drafting helper, not a bot talking to customers directly, until you've tested it for a few weeks.