A PRACTICAL AI RECIPE

Turn customer questions into an FAQ

Organize repeated questions and draft useful answers grounded in your actual business policies.

Beginner~25 min, estimated4 stepsNo sign-up needed

THE FINISH LINE

What you will make

A reviewed FAQ, three reusable reply templates, and a list of policy gaps.

Before you start

Anonymized customer questions
Current approved business policies
A writing assistant and a document editor

Tools and cost: Use an existing writing assistant. No automation platform or paid API is required by this recipe.

MAKE IT YOURS

Start with your brief

Your details fill the prompts below. Start with the example, or add your own information.

Your brief stays on this page until you copy or download it. Refreshing clears it. Use information you are comfortable pasting into your chosen AI tool.

Fill in all 3 fields, or choose “Use example”, to enable prompt copying.

ONE STEP AT A TIME

Follow the recipe

0/4 complete

Use one conversation in your writing assistant. Review each result before continuing; later prompts build on your approved choices.

Group the questions

Remove personal details before placing customer messages into an external tool. Paste the anonymized questions and check the grouping.

YOUR PROMPT

Group these anonymized questions by customer intent:
[Add Anonymized customer questions above]

Return: topic, representative question, and which supplied questions belong to it. If duplicates appear, consolidate them. Do not invent frequencies or additional customer messages. Flag questions that need an individual account or order lookup.

Questions are grouped correctly and no personal information is included.

Draft answers from policy

Provide the current approved policies. Keep unresolved questions separate instead of letting the assistant guess.

YOUR PROMPT

Draft concise FAQ answers for the grouped questions using ONLY these policies:
[Add Approved policy facts above]
Tone: [Add Reply tone above]

For every answer provide a supporting policy excerpt. If the policy does not answer a question, write 'Needs business confirmation' and explain the missing fact. Distinguish dispatch from delivery. Do not promise refunds, replacements, availability, or exceptions beyond the policy.

Every answer is backed by policy or marked for business confirmation.

Create three reusable reply drafts

Use placeholders for details that staff must check. Keep these as drafts for a person to approve, especially when a reply concerns a specific order.

YOUR PROMPT

Using the approved answers above, create three reusable customer reply templates for the most useful topics. Tone: [Add Reply tone above]. Include a greeting, a direct answer, and the next step. Use clearly labeled placeholders such as [customer name] and [verified order status] only where needed. Do not invent customer-specific facts or promise that any action has already been taken.

Reply templates leave customer-specific details for a person to verify.

Review and publish the useful answers

Ask the policy owner to approve the FAQ. Resolve the gap list, record the approval date in your own document, and publish only confirmed answers.

YOUR PROMPT

Audit the FAQ and reply drafts above against these policies:
[Add Approved policy facts above]

List unsupported promises, ambiguous timeframes, missing conditions, and answers needing a private account lookup. Produce a final proposed FAQ containing only supported answers, then a separate list of unresolved questions. Do not represent the FAQ as approved until a person approves it.

The policy owner has approved all answers selected for publication.

SEE THE SHAPE OF A RESULT

An illustrative example

Fictional policy: orders normally dispatch within two business days; delivery time is unspecified.

Question: When will my order ship? Answer: Orders normally dispatch within two business days. This describes when an order leaves us, rather than when it will arrive. Source: “Orders normally dispatch within two business days.” Question: Will you replace a damaged item immediately? Status: Needs business confirmation. The policy says to contact support but does not promise a replacement or a timeframe. Reply draft: Hi [customer name], our usual dispatch time is within two business days. Your verified order status is [verified order status]. [Add the next step confirmed by support].

This editorial example shows the intended format. It is not a recorded test of a particular tool; your result will vary.

If the result misses the mark

The assistant promises refunds or delivery dates.

Require a supporting policy excerpt, then remove or clarify anything without one.

The FAQ becomes a substitute for checking an order.

Route account-specific questions to support and keep only general policy answers public.

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What you will make

Before you start

Start with your brief

Follow the recipe

Group the questions

Draft answers from policy

Create three reusable reply drafts

Review and publish the useful answers

An illustrative example

If the result misses the mark

The assistant promises refunds or delivery dates.

The FAQ becomes a substitute for checking an order.

Further reading

Keep creating

Turn a product brief into a content kit

Build a reusable one-page brand guide