The Enquiry Reply Kit

Reply templates (edit, then save as canned replies)

Replace the [brackets]. Keep them short — people read on their phones.

1. New enquiry, out of hours

Hi [first name], thanks for getting in touch with [business]. We've got your message and a person will reply by [time] tomorrow. If it helps in the meantime, our most common questions are answered here: [link].

2. "Do you have availability?"

Hi [first name] — yes, we have times on [day] at [time] or [day] at [time]. Which suits you? If neither works, tell me what does and I'll check.

3. "How much does it cost?"

Hi [first name], our [service] is [price / starts from]. [What's included in one line.] Happy to book you in, or answer anything else first.

4. "Do I need a referral?" (healthcare example)

Hi [first name], you don't need a referral to see us privately. If you're using [Medicare plan / NDIS / insurance], bring [document] to your first visit and we'll take care of the rest.

5. They went quiet

Hi [first name], just checking you got my last message about [topic]. No pressure — reply "later" and I'll stop following up.

6. Something sensitive (hand to a person)

Thanks for telling us, [first name]. This is something [name] should answer personally — they'll call you on [day]. If it's urgent, call [number].

Turn your FAQs into on-brand answers (prompt)

1. List the 12 questions you get asked most (look at your inbox, phone notes and Google reviews).
2. Paste them with your real answers — rough notes are fine.
3. Use this prompt:

Below are the questions customers ask [business] most, with our rough answers.
Rewrite each answer so it is:
- under 60 words, warm, plain English
- accurate to what I wrote — do not add facts, prices or promises
- ending with one clear next step (book, call, reply)
Mark any answer where my notes are unclear with [CHECK] instead of guessing.

[paste questions and rough answers]

1. Read every answer. Fix anything marked [CHECK].
2. Save them as canned replies, on your website FAQ page, and in your chat tool's knowledge base.

The point: your answers, your facts — AI only tidies the wording.

One-hour set-up checklist

• Turn on an auto-reply on your enquiry email that says when a person will reply (template 1)
• Save templates 2–6 as canned replies (Gmail: Settings → Advanced → Templates)
• Add your 12 FAQ answers to your website
• Put your booking link in every reply
• Decide who checks enquiries at 9am and 3pm
• Write down what is never answered by automation (complaints, sensitive, money)
• Test it: send yourself an enquiry from another email at 9pm

When this is working by hand, that is the moment to automate it — not before.