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Module 05 — Customer conversations

Stop typing the same answers

You'll turn your top answers into one-tap saved replies on every channel, keep them personal, and use AI to draft the rest from your answer bank.

  • 3 min read + 25 min exercise
  • Lesson 2 of 3
  • Free · No sign-up

The problem

You built an answer bank in lesson 2.3. But if using it means opening a document, finding the row and copying it on your phone between jobs, you'll type from memory instead — and the old mistakes come back.

Why it matters

Saved replies make the right answer the fastest answer. That's the only way consistency survives a busy week — and it gives you back the minutes you spend typing the same thing twenty times.

1 The method: save, personalize, draft

  1. Save the top tenYour most-asked answers, one tap away on every channel.
  2. Personalize the first lineTheir name and one detail from their message. Five seconds.
  3. Draft the restAnything outside the top ten: AI drafts from the bank, you check.

2 Step by step

  1. Pick your top ten answers

    From the answer bank, the ten topics that come up most. Compare them with the repeat questions you counted in lesson 1.3 — they're usually the same ones.

  2. Save them where you reply

    Gmail and Outlook both have saved templates. The WhatsApp Business app has quick replies. On any phone, text replacement turns a shortcut like “;price” into a full answer. Use the same short names everywhere so nobody has to remember two systems.

  3. Always personalize the first line

    Their name and one detail from their message — “Hi Jess, a 3-bedroom with a dog, no problem.” Then the saved answer. It stops the reply from sounding canned.

  4. Draft everything else with AI, from the bank

    For questions outside the top ten, paste your answer bank and the message into the prompt below. Check the draft against the bank before sending — the rule from lesson 2.1 still applies.

  5. Keep one source of truth

    When an answer changes, change it in the answer bank first, then in the saved replies. Add the saved replies to your monthly answer bank review.

Example · illustrative

One message, three saved replies

The message“Hi, do you do move-out cleans for a 3-bedroom? Can you bring supplies? We have a dog.”

The reply“Hi Jess — a move-out clean for a 3-bedroom with a dog, no problem. It's $320 and takes about five hours. We bring all the supplies; just tell us if you prefer specific products. Which date are you moving out?”

Built in under a minute from ;moveout, ;supplies and ;pets, with a personal first line.

Your exercise · about 25 minutes

Set up your saved replies

Template · Saved replies
SAVED REPLIES — same short names on every channel
;price     [approved price answer]
;hours     [days and hours]
;book      [how to book + link]
;area      [area served]
;incl      [what's included]
;pay       [payment]
;change    [changes & cancellations]
;prep      [what to prepare / supplies]
;quote     [how quotes work]
;thanks    [thank-you after booking]

FIRST-LINE RULE: their name + one detail from their message. Then the saved reply.
Prompt · Draft from my answer bank
You reply to customers for [business].
Use ONLY the answer bank below. Combine the relevant answers into one reply.
Start with the customer's name and one detail from their message.
If the answer bank doesn't cover something, write [CHECK: ...]. Under 80 words. End with one next step.

ANSWER BANK: [paste]
MESSAGE: [paste]

Make the right answer the fastest one.

Your next action

Save your top three replies on your phone right now, before the next customer message arrives.