Customer Support Reply Checklist

Use this before sending an AI-drafted reply to an actual customer, especially before any auto-send is enabled. - Does it actually answer the customer's specific question, not a generic version of a similar-sounding question? - Is every factual claim about policy, pricing, timelines, or account specifics accurate and current — not guessed or based on outdated information? - Does it commit to anything (a refund, a timeline, an exception) that the sender isn't actually authorized to promise? - Is the tone appropriate to the situation — genuinely empathetic for a real problem, not falsely cheerful, and not cold for a sensitive issue? - Does it acknowledge what the customer actually said, or does it read as a template that ignores the specifics of their message? - If the issue needs escalation or is outside what a first reply can resolve, does the draft say so clearly instead of stalling with vague reassurance? - Would this reply read as genuine and specific if the customer is upset, or would it read as a canned response that will make things worse? - Are personal/account details in the draft actually correct for this specific customer, not left over from a different context or template? Never auto-send an AI-drafted reply for anything involving money, an account-level decision, or a clearly upset customer without a human review first.