Can AI answer my customer emails?
Yes, as drafts you review. Give it your policies and the customer's message, and it writes a friendly, accurate reply. Don't let it send automatically without checks.
01Why bot
- Polite, clear replies are easy for AI.
- Grounding it in your written policies keeps answers accurate.
- Unchecked auto-replies can promise things you don't offer.
Sponsor slot · openFeatured tool for this task. A labeled card for one relevant tool.
Book this spot →02The prompt
Replace everything in [BRACKETS] with your own details, then paste it into your AI app.
You are a friendly customer support lead. My business and policies (paste returns, shipping, hours): [POLICIES] The customer's message: [MESSAGE] What I want to do: [REFUND, EXCHANGE, EXPLAIN, APOLOGIZE] Your task: draft my reply. Rules: - MUST answer using only my policies. - MUST acknowledge the customer's issue in the first line. - NEVER promise anything my policies don't allow. Give me: the reply (under 150 words).
03Steps
- Write your policies down once.
- Run the prompt for each tricky email.
- Review before sending.
04What can go wrong
- Don't paste customers' card numbers or sensitive data.
- Check tone on angry customers.
05What to use
Any major AI chat app.
06Our test runs
2 runs, each with a different made-up sample. 1 of 2 passed every check.
Run 1 · Llama 3.3 70B · graded by GPT-OSS 120BOct 2, 2026Passed
The made-up sample:
[POLICIES]Return Policy: Items can be returned within 30 days of receipt for a full refund or exchange if they are unused, in original packaging, and not marked as final sale. Refunds are processed to the original payment method. Exchanges are subject to product availability. Shipping Policy: Standard shipping takes 3-5 business days. Orders over $50 qualify for free standard shipping. Expedited shipping is available for an additional fee. Customer Service Hours: Monday–Friday, 9:00 am–6:00 pm EST. Closed on weekends and public holidays. All inquiries received outside these hours will be addressed on the next business day.[MESSAGE]Hi, I ordered a navy blue sweater but received a red one instead. I love the style but need the correct color. Can you help me get the right one? Thanks![REFUND, EXCHANGE, EXPLAIN, APOLOGIZE]EXCHANGE, APOLOGIZE
- Answer must use only provided policies
- First line must acknowledge customer's issue
- Never promise anything not allowed by policies
- Reply under 150 words (90 words, counted by code)
- Didn't make up details we never gave it
What came back (excerpt):
I apologize for the mistake with your order, as you received a red sweater instead of the navy blue one you requested.
Read the full answer
I apologize for the mistake with your order, as you received a red sweater instead of the navy blue one you requested. According to our return policy, items can be exchanged if they are unused, in original packaging, and not marked as final sale. To proceed with an exchange, please ensure the sweater meets these conditions. If it does, we can exchange it for the correct color, subject to product availability. Please note that our customer service team is available to assist you Monday–Friday, 9:00 am–6:00 pm EST.
Check that the first line acknowledges the issue and that the response stays within the word limit.
Run 2 · Llama 3.3 70B · graded by GPT-OSS 120BOct 23, 2026Passed with a catch
The made-up sample (a messier one):
[POLICIES]Return Policy: Items can be returned within 30 days of receipt if they are unused, in original packaging, and accompanied by a receipt. Opened items may be refused or subject to a 15% restocking fee. Refunds are issued to the original payment method. Shipping: Standard shipping (5‑7 business days) is free on orders over $50; otherwise a $7 fee applies. Expedited shipping is $15, delivery in 2‑3 business days. We do not ship on weekends or holidays. Hours: Customer support is available Mon‑Fri 9:00 am‑6:00 pm EST, excluding public holidays. Emails received outside these hours will be answered the next business day.[MESSAGE]hey i ordered a teal lamp from you guys on sept 5 and it was supposed to be here by 9/12 but still nothing. also when i finally got the package it's a blue one not teal. i need this fixed asap. can i get a refund or a replacement? let me know.[REFUND, EXCHANGE, EXPLAIN, APOLOGIZE]REFUND, APOLOGIZE
- Acknowledge the issue in the first line
- Use only the provided policies
- Never promise beyond what policies allow
- Reply under 150 words (109 words, counted by code)
- Made up details we never gave it
Details it made up: “expected delivery date would have been between September 12-14”
What came back (excerpt):
I apologize for the issue with your order, specifically the delay and the incorrect color of the lamp you received.
Read the full answer
I apologize for the issue with your order, specifically the delay and the incorrect color of the lamp you received. According to our shipping policy, standard shipping typically takes 5-7 business days, and since you ordered on September 5, the expected delivery date would have been between September 12-14, excluding weekends and holidays. Regarding the color discrepancy, our return policy states that items can be returned within 30 days of receipt if they are unused and in original packaging. If you'd like to return the blue lamp, you can initiate the process, and we will issue a refund to the original payment method once we receive the returned item.
Ensure the reply stays within the 150‑word limit.
How each run works: we fill the prompt with a made-up sample, run it once in Llama 3.3 70B, and GPT-OSS 120B grades the answer against the prompt's own rules. Word limits are counted by code, and every quote flagged as made up is checked against the full answer. Your results can differ. How we test.
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