How to answer every customer message without living in your inbox

A customer who messages you is already halfway to buying. They've found you, they're interested, and they've taken the trouble to ask. The fastest way to lose them is to reply three days later.

The problem is volume. A few Instagram DMs, some comments, a WhatsApp chat, two emails about prices, and a Facebook message you didn't notice. Each one takes a minute. Together they take your whole morning, every morning.

Here's the system we use to keep on top of it without living in the inbox.

Step 1: Put every message in one place

You can't answer what you can't see. When messages are spread across five apps, some will always slip through. Usually it's the one from the customer who was ready to buy.

Whatever tool you use, the first goal is a single list of every conversation, newest first, with the channel clearly marked. In Automyc that's the unified inbox: Instagram and Facebook DMs and comments, WhatsApp chats and Gmail all land together.

Step 2: Write down your top ten answers

Spend one hour writing out the ten questions you get most, and your best answer to each. For most businesses that list looks something like this:

• How much does it cost?

• Do you deliver, or where are you located?

• What are your opening hours?

• How do I book, order or pay?

• Can I get a refund or change my order?

• Is this product right for me?

This document is gold. It keeps your answers consistent, it lets anyone on your team reply, and it's exactly what an AI assistant needs to give accurate replies instead of vague ones.

Step 3: Decide what needs a person

Not every message should be automated. Before you turn any AI on, sort your messages into three groups.

1. Simple and factual. Prices, hours, links, "is this in stock". Safe to automate once you trust the answers.