Customer reply drafter: answer routine customer emails in your tone, in minutes

Order questions, appointment changes and quote requests take an hour a day when every reply starts from a blank screen. The customer reply drafter skill reads the customer’s email and drafts a reply in your tone, using only the facts you give it, so you check and send instead of writing.

What it does

• Reads the email and finds every question in it, plus any date, number or reference the customer gives.
• Answers each question from your facts or the email thread. Where a fact is missing, it writes [CHECK: what’s missing] in the draft instead of guessing.
• Puts the answer in the first sentence, then what happens next, then the sign-off.
• Follows your tone sheet if you give it one. Without one it uses plain defaults: friendly, one warm line at most, under 120 words for routine replies, “Sie”, “vous” or “Lei”.
• Replies in the customer’s language (German, French, Italian or English), with Swiss spelling and Swiss business phrasing.
• Adds a “For you to check” list under the draft: questions it couldn’t answer, anything it flagged, and facts it took from the thread rather than from you.
• Uses Swiss defaults: dates like 08.10.2026, times like 13:00, prices like CHF 1’250.00, with 8.1% VAT stated as included or not when it matters.

It never promises a refund, discount, compensation or deadline you haven’t confirmed. It writes a neutral line such as “We’ll come back to you on this by [CHECK: date]” and flags it for you. It drafts only and never sends.

When to use it

• You have a routine customer email to answer: order status, delivery date, appointment change, quote request or a question about opening hours.
• A customer writes in French or Italian and you want a reply in their language.
• You want everyone in the team to answer customers in the same tone.
• An email asks several questions at once and you don’t want to miss one.

For an angry email or a complaint, use the complaint handler. This skill doesn’t draft replies to legal threats, staff matters or emails marked confidential. It tells you those need a person, and why.