Your move
Write the reply and escalation rule
Routine questions can move quickly while unusual or sensitive cases still reach you.
Use a reply pattern that answers from the approved source, names any missing information, and routes exceptions to a person. The AI drafts; your rule decides whether it can be used.
Do this now
Three moves, in order.
- Define the required answer, source, tone, and next action.
- List the conditions that require a clarifying question or human owner.
- Ban invented policy, promises, refunds, deadlines, and customer-specific facts.
Build the artifact
Approved reply template
Copy these fields into a note, document, or sheet you already use.
Answer
What the approved source supports
Ask
Missing information required from the customer
Escalate
Cases a person must own
Next step
What the customer can do now
Give AI the bounded job
Prompt from your artifact—not from vibes.
Draft a customer reply using only the attached approved source. If the source does not answer the question, say what is missing and route it to the named owner. Never invent policy, eligibility, timing, price, or a promise.
Before you use it
The work leaves your hands only when:
- The reply is supported by the attached source.
- The customer-specific details came from the case record.
- An exception reaches a named human instead of another draft.