Build Your Core Asset

Initial Setup Checklist

  1. Ask the owner to forward 20-30 recent common customer emails or WhatsApp messages.
  2. Identify and group the core underlying questions from those messages.
  3. Draft standardized, professional replies for each question using AI.
  4. Explicitly identify which questions require owner approval (e.g., custom pricing or refunds).
  5. Format the responses into a clean, copy-ready Google Sheet and conduct a final review with the owner.

Action Prompts

PROMPT 1: Extracting Questions
I am going to paste 20 raw customer messages sent to a local dental clinic. Read through them and identify the 5 most frequently asked questions. Write out those 5 questions clearly.
PROMPT 2: Draft Replies and Boundaries
For the 5 questions identified, draft a professional, copy-ready reply optimized for WhatsApp. Then, for each question, write a strict "Escalation Rule" defining exactly when the receptionist must stop replying and ask the clinic manager for help.

Finished Example

This is an illustrative finished example for educational purposes.
Question: "Do you offer emergency root canals on Sundays?" Approved reply: "Hello! We do handle dental emergencies. Our Sunday hours are [Insert Hours]. Please call us directly at [Insert Phone Number] so we can assess the situation immediately." Ask owner when: The patient mentions severe pain or asks if insurance covers the emergency. Do not promise: That the dentist can definitely save the tooth.

Common Mistakes

  • Inventing prices or policies without owner input

    Impact: Staff use your drafted sheet, give a customer the wrong price, and the owner is forced to honor a discount you invented. You will be fired immediately.

    Correction: Never hallucinate facts. Always leave prices, hours, and policies in [BRACKETS] for the owner to explicitly approve or fill in.

  • Making replies too long

    Impact: Staff will not read or copy a three-paragraph essay. Customers will not read it on WhatsApp.

    Correction: Keep replies strictly to 1-2 sentences. Prioritize clarity over complex vocabulary.

Failure Recovery Warning: Diagnostic guidelines for support setup.

Practice Execution

  1. Open Google Sheets and create columns: Question Category, Specific Customer Question, Approved Reply, Escalate When, Do Not Promise.
  2. Invent 10 common questions for a local business type you understand well.
  3. Use the AI prompts to draft the replies and escalation rules.
  4. Format the sheet so the "Approved Reply" column is wide and easy to read on a mobile phone screen.
  5. Review the sheet to ensure no fabricated facts or prices snuck into the AI drafts.
Supplementary Methodology & Evidence
Methodology & Evidence: AI excels at adjusting tone and summarizing, but it cannot know a specific business's pricing or refund policy. Structuring the deliverable around owner-inserted variables guarantees safety while saving the owner the time of writing the actual prose.

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