Customer reply checklist
This checklist is for everyday support replies: order updates, delayed replies, quote requests, booking questions, service issues, and follow-up messages. Use it before copying the reply into your support tool.
Pre-send checklist
- The reply answers the specific customer message, not only the general topic.
- The next step is clear: who will act, what will happen, and when the customer should expect the next update.
- Dates, deadlines, order status, policy wording, and approved remedies match the actual business record.
- The tone matches the channel: complete enough for email, short enough for chat, and concise enough for SMS.
- The reply does not say "guaranteed", "always", "immediately", or "100%" unless that promise is approved.
- The message does not expose private customer details, internal notes, or payment information.
Fast workflow
1. Paste the customer message into ReplyPolish. 2. Put the approved answer in "What you need to say." 3. Put fixed dates, deadlines, or policy limits in "Facts to keep exactly." 4. Generate the draft and review the risk checks. 5. Copy only after the facts still match the real case.
Useful test
If the customer only reads the first two sentences, they should still understand the status and next step. If they cannot, the reply needs a clearer opening.