As of 13 August 2026, AI can write replies to customer support messages.

What to actually do

1. Use a tool built for this

   The route this page recommends

2. Do it yourself

   Second choice

   A chat interface, chat-fluent skill, and roughly 15 minutes until you can act on the result.

   How to actually do it

   1. Open the customer message and remove passwords, full payment-card details and other unnecessary personal data before copying it.
   2. Open the current help article, refund policy, delivery information or account procedure that applies to the case.
   3. Check the customer record and paste only verified facts, including the order or account status and any action your role is authorised to take.
   4. Paste the message, facts, policy and authority into the prompt, then ask the chatbot for the reply.
   5. Compare every factual statement, promise, timeframe and remedy in the draft against the customer record and current policy.
   6. Send routine replies after a colleague approves the checked draft, and route complaints, unclear cases, unusual requests and cases outside your authority to the appropriate member of staff.

   Prompt

   Write a customer support reply using the information below.
   
   Customer message:
   [PASTE THE CUSTOMER'S MESSAGE]
   
   Verified case facts:
   [PASTE ONLY FACTS YOU HAVE CHECKED, SUCH AS ORDER STATUS, DATES, PRODUCT, PAYMENT STATUS OR PREVIOUS CONTACT]
   
   Relevant support policy and approved remedies:
   [PASTE THE CURRENT POLICY, PRICE, REFUND, DELIVERY OR ACCOUNT INFORMATION]
   
   Your authority in this case:
   [STATE WHAT YOU MAY OFFER OR CHANGE]
   
   Reply requirements:
   - Answer the customer's actual question directly.
   - Use plain British English and a calm, human tone.
   - Be concise, but include the next step and any necessary timeframe without inventing one.
   - Use only the verified facts and policy supplied above.
   - Do not invent an order status, refund, discount, delivery date, policy, contact detail or account action.
   - Do not ask for passwords, full payment-card details or unnecessary personal data.
   - If the case is unclear, sensitive, a complaint, a request outside my authority, or a possible safety, fraud or legal issue, do not guess. Draft a short holding reply that says a member of the team will review it, and list the exact internal question that needs answering.
   - Return only the proposed customer reply, followed by a separate line labelled "Internal check:" listing any fact or approval a staff member must confirm before sending.

   Open it prefilled in ChatGPT or Claude, or copy it into Gemini, which takes no prefill link.

3. Hand it to a person

   The distant third

   A person who owns the outcome does this end to end, worth it when the failure is dear.