You're ready to leave, but a customer email still needs an answer. You know what to say; turning it into a friendly reply is eating up your evening.
Edition 4, Practical guidance on AI, operations, and building more valuable businesses.
Answer customer emails faster with AI (without sounding like a robot)
I recommend a simple writing guide to help you draft replies that still sound like you.
By Michael R Garsow, October 29, 2026, 2‑minute readA current development
Meta announced Muse for Small Business on September 29, 2026. Meta says it can flag emails needing replies and write first drafts. It also says nothing sends without the user’s approval.
Source: The Future Is for Everyone: Muse for Small Business, Meta, published 2026-09-29
Why it matters
I want AI to handle the first draft, not the customer relationship. I’d keep a person checking both the facts and the tone.
What it means for you
Start with one common customer question. Give AI a sample reply with private details removed, then check whether you’d say the draft aloud.
Give the draft clear direction
Before
Simple thanks: We acknowledge receipt.
Plain request: Please provide further clarification.
After
Simple thanks: Thanks for sending this.
Plain request: Could you tell me more?
Illustrative example
Set a few writing rules
“Make it professional” leaves too much room for stiff language. I recommend a more useful guide: warm, brief, and plain.
Write down how you greet customers and which words you'd never use. Add one rule about length. You don't need a long guide; a few lines give you something clear to check against.
Drafts can get facts wrong, so check them and keep private customer details out of unapproved tools.
Try this prompt
Use ChatGPT with a made-up email first:
Prompt to try: “Help me draft a short customer reply using only the facts below. Use everyday words and a friendly tone. Skip sales talk and long greetings.
Leave out any promise I haven't supplied. End with the next step I give you.”
Then add your writing rules and the facts for that reply.
Keep the answer useful
Illustrative example: A plumbing customer asks whether a repair needs a visit.
Your notes say a photo would help before booking. The reply should ask for that photo, not bury the request under a long thank-you.
Put it into practice
Put it into practice
1
☐ Pick one question. Choose a common customer email for a small test this week.
2
☐ Write your rules. List your greeting, tone, and words to avoid.
3
☐ Try a draft. Use made-up details and supply the next step yourself.
4
☐ Track your edits. Note what you changed before saving the prompt for another test.
My view
Customers want speed and a person, not a grand greeting. I'd choose a short, clear answer from someone they can reply to every time.
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Read moreTalk with Michael
Start a conversation with me about the customer question that takes your team longest to answer. Tell me where you get stuck: facts, wording, or approval.
P.S. Forward this to the person who helps you keep your inbox under control.
Sources
- The Future Is for Everyone: Muse for Small Business, Meta, 2026-09-29
Michael R Garsow
Consulting, brokerage and AI for privately held businesses
Thinking about what AI could mean for your business? Schedule a time to talk at michaelgarsow.com.
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