A reply waiting in Drafts before you open the thread

Customers write with a question, a problem, or a request for a call, and the reply waits on whoever is busiest. This reads the threads that are waiting on each person, works out the answer from what the team has saved about the product, and leaves a short reply in that person’s own Drafts, written the way they write. Nothing goes out until a person reads it and sends it.

What it does

• Finds the customer threads with no reply from anyone on the team, in each person’s inbox, on request or on a verified hourly schedule.
• Leaves out newsletters, receipts, notifications, vendors and the team’s own mail. A “thanks!” needs no reply.
• Answers from what the team has saved about the product and from the thread itself. When a fact that matters cannot be confirmed, it writes no draft and puts the thread on a short needs-you list instead.
• Writes in the person’s own voice, learned from their real sent replies, and keeps learning from what they change before sending.
• Adds one line of advice on using your product, when the team has connected a place that shows how the customer uses it.
• Leaves the reply in that person’s Gmail Drafts. It never sends.
• Puts every customer it writes to on the team’s customer list, with who owns them and what they are waiting on.

The reveal

You open a customer’s thread to answer it and the answer is already in Drafts: three short paragraphs, their question answered, one next step, your sign-off. You fix a word, hit send, and move on. The two threads it was not sure about are on a list with what it checked and what it could not find.

Configuration

• Where customers write: the inboxes to read, and which people on the team get drafts (each from their own account, never a colleague’s).
• Your voice: it builds a short voice page from eight to ten of each person’s real replies, and asks you to look it over.
• What the product does: the page or document where the team keeps the facts a reply can rely on.
• Where you see usage: optional. A place that shows how a customer uses your product, for the one line of advice.
• How often: when you ask, or hourly on weekdays if an available scheduler can run the work and you approve it.

What it doesn’t do

• It doesn’t send. Every reply waits in Drafts for a person.
• It doesn’t decide refunds, discounts, contracts, legal or security questions, or dates for things not built. Those go on the needs-you list for a person.
• It doesn’t invent. A fact it cannot confirm is left out, and a question it cannot answer gets no draft.
• It doesn’t file bugs. That is what User Chats to Issues is for.

Triggers

Runs when you ask (“draft my customer replies”, “who is waiting on me”, “answer this one”). Hourly checks need a verified scheduler and your approval; otherwise it runs a bounded check now and saves where it got to.