How to draft replies to resident enquiries with AI

Give the AI your approved guidance and tell it to answer only from that text. You get a short, polite reply with a direct answer and a next step, and the AI says so when the guidance does not answer the question.

Reviewed by AICourseHubPro · Last updated

Who this is for

  • Customer-service and front-desk staff in city, county or town offices
  • Planning, permits and public works staff who answer the same questions every week
  • Communications staff who write public replies

What you need before you start

  • Your department's approved guidance on the topic (copy the text in)
  • The resident's question with the name, address and case details removed
  • The office and phone number to refer people to
  • An AI tool approved for use with this kind of material

Worked example: Reply to a resident asking whether a backyard shed needs a permit

The input

Act as a courteous customer-service officer for a city planning office.
Context: Use ONLY the approved guidance below. The resident's question is: 'Do I need a permit for a backyard shed?'
Task: Draft a reply of under 120 words.
Format: A friendly greeting, a direct answer based on the guidance, the next step, and who to contact.
Limits: If the guidance does not answer the question, say so and refer the resident to the planning office at (555) 010-0142. Do not guess. Do not promise approval.
Guidance (fictional example):
Sheds of 120 square feet or less and no taller than 10 feet do not need a building permit but must stay at least 5 feet from side and rear property lines. Sheds over 120 square feet need a building permit before construction starts. Permit applications are made through the Planning Office.

The output

Hello, and thank you for your question.

It depends on the size of the shed. A shed of 120 square feet or less and no taller than 10 feet does not need a building permit, but it must stay at least 5 feet from your side and rear property lines. A shed over 120 square feet needs a building permit before construction starts.

Next step: check the size of the shed you have in mind. If it is over 120 square feet, apply for a permit through the Planning Office before you build.

If you are not sure which case applies, please call the Planning Office at (555) 010-0142.

Kind regards,
City Planning Office

What to check or change by hand

  • Check every number (120 square feet, 10 feet, 5 feet) against the approved guidance
  • Make sure the reply promises no outcome, such as approval
  • Test it with a question the guidance does not answer; the reply should refer the resident to a person
  • Read it as a resident would: is the next step clear?

Free template

Resident reply prompt and checklist (Word) (DOCX), free with your email address.

Cautions

  • Never paste a resident's name, address or case details into an AI tool unless it is approved for that data.
  • Replies are often public records. Check the wording carefully before sending.
  • Use only your approved guidance. Without it the AI answers from general knowledge, which may be wrong for your city.

Frequently asked questions

Why paste the guidance into the prompt?

Without it the AI answers from general knowledge, which may not match your city's rules. Telling it to use only your approved guidance keeps the reply accurate.

What if the guidance does not answer the question?

The prompt tells the AI to say so and refer the resident to a named office and phone number, instead of guessing.

Should a person still read every reply?

Yes. The AI writes a draft; a staff member checks it against the guidance and sends it.

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