Replying to an Email with AI: Step-by-Step Method

Did you receive an email from an unhappy customer, an unpaid invoice, or a request you need to turn down? An AI can help you find the right words in a few minutes. This method works with most AIs.

Remove personal information before pasting the email

Before you copy the email into the AI, delete names, addresses and phone numbers. Replace them with [square brackets], for example [customer name].

You can also ask the AI to do this for you, or to leave [square brackets] in its reply.

At work, emails may contain confidential information about your company or its customers. Follow your employer’s rules on using AI. Do not paste confidential information. The CNIL advises avoiding, as much as possible, entering personal data into an AI.

Say what you want to reply and the tone

Tell the AI your intent clearly: yes, no, or a request for more time. Then specify the tone: polite, firm or warm.

The more precise your instruction, the more useful the reply will be.

Example request Here is an email I received from an unhappy customer. Write a polite reply that acknowledges the delivery delay and offers a small gesture to make up for it. Replace the names with [square brackets]. Here is the email: [paste the anonymized email]

Ask for a short reply, then adjust it

The first reply is often too long or too cold. Ask for a shorter version, then adjust it.

You can ask for a shorter, friendlier or firmer version. Keep going until you get the right tone.

Example request For an invoice of [amount] that is [number] days overdue, write a firm but courteous reminder. Leave [square brackets] in place of the customer’s name, the invoice number and the due date.

Example request Rewrite your reply shorter and friendlier. Keep the request for more time until [date].

Choose a subject line

The simplest approach is to ask the AI for several possible subject lines. Then choose the one that suits you.

Example request Suggest 3 subject lines for this reply, from the most neutral to the most direct.

Copy, complete and proofread before sending

Copy the reply into your email program. If the AI allows it, you can also attach a file to your request. Otherwise, simply copy and paste the text.

Then replace each [bracket] with the real information, and proofread the whole email.

An AI can make mistakes or invent an answer that sounds right. Check dates, amounts and commitments before you send.

Good habits

• Check every figure, date and commitment before sending.
• Protect your data: remove names, addresses and numbers, and do not paste confidential information.
• Follow your employer’s rules on using AI.
• Always proofread the final text, even if it seems perfect.
• Stay in control: you decide what goes out from your email account.