Keystone Reply Drafter

Built live with you during the Keystone AI Enablement training session. It's yours to keep, use, and grow.

What it is

A reusable AI assistant that takes a customer's email and hands back a friendly, on-brand draft reply — and it adjusts its care based on who the customer is: A-list accounts get white-glove treatment, and everyone gets accuracy and confirmed details. You review before sending — it drafts, you decide.

What it's for

Taking the mental load out of the customer emails you write over and over. Instead of composing the same explanations from scratch — and judging how warm or formal to be for each customer — you paste the email in and get a draft that already sounds like Keystone, already knows the business (from your About-Us context file), and already knows whether this is an A-list or B-list account. It's the copy-paste-in, draft-out version of the bigger Outlook/Copilot automation we discussed — proving the concept and saving real time today.

Build it on your own stack (about 5 minutes)

This is a reusable assistant — build it wherever your team already works. The recipe is the same everywhere:

1. Create a new assistant and name it Keystone Reply Drafter.
2. Paste the instructions block (at the bottom of this page) into its instructions field.
3. Add the three knowledge files — from your Document Pack (the deliverables/ folder): about-us.md (your company context), customer-tiers.md (who's A-list vs. B-list), and reply-examples.md (model replies that teach it your voice). This is what makes it sound like you and treat customers correctly — don't skip it. (Details on each below.)
4. Save. It's ready to use.

Where "create a new assistant" lives in each platform — pick the one your team already uses:

• Claude (claude.ai) → Projects → New Project. Instructions go in the project's custom instructions; the files go in Project Knowledge. (Sharing across a team needs a Team plan.)
• ChatGPT (chatgpt.com) → My GPTs → Create. Paste into Instructions; upload the files as Knowledge. (Building needs a paid plan; then you can share it by link.)
• Gemini (gemini.google.com) → Gems → New Gem. Paste into Instructions; upload the files. (Free to build and use.)

Not sure which? Use whatever your team already lives in — see Learn → Reusable Assistants for the difference between a Custom GPT, a Project, and a Gem.

How to use it

1. Open your Keystone Reply Drafter assistant.
2. Paste the customer's email in (include the sender's name/company so it can look up their tier).
3. It returns a draft reply — in Keystone's voice, toned for that customer, with the order details confirmed back to them.
4. Read it, adjust anything specific to the order, and send. Want it warmer, shorter, more formal? Just ask.

The five-second gut-check (do this every time)

It drafts; you decide. Before you send:

• Did it get the customer's actual ask right?
• Are the order specifics (quantities, dates, files, addresses) correct — or did it leave a placeholder?
• Does the tone fit this customer?

It will never promise a price or date you didn't give it, and it won't invent order details — if something's missing, it leaves a placeholder or asks.

Make it yours — you own the whole thing

The real gift: you have the full instructions and the knowledge files, so you can grow it. Three easy upgrades:

• Replace the two sample files with your real ones. The customer-tiers.md and reply-examples.md below are illustrative samples (made-up customers and replies) so you can see the shape. Swap in your actual accounts and your own best (anonymized) replies — that's what makes it genuinely yours, and the examples file is the single biggest quality lever.
• Keep the tier list current — add new top accounts, move customers between tiers. The Gem re-reads it every time.
• Add canned explanations for the things you explain constantly — vector-artwork requirements, why a copy change needs an Excel file instead of a long PDF, file-format rules. Drop a few into the examples file and the drafter starts handling them. (This was Megan's idea in the session — it's exactly where this tool compounds.)

And you don't have to do it alone. Paste the instructions into any AI and say "help me adjust this so it also does X." You're starting from done, not a blank page.

What this prototype does — and the bigger version

Today: paste an email in, get a tone-correct draft out, with a person reviewing each one. A real time-saver, ready now, for any inbox you paste into.

The full build is the one we discussed for the Microsoft side: an assistant that watches a shared mailbox in Outlook/365, recognizes the situation on its own, and drops a draft reply into the thread automatically — across as many inboxes as you want. That's a larger, plumbed-in project; this prototype proves the value first.

Your knowledge files

Three files go into the assistant's knowledge — all three are in your Document Pack (the deliverables/ folder). The first is your company context. The other two are samples — usable as-is to see how it works, but replace them with your real data before you rely on it.

1. Company context — about-us.md

This is the About-Us context file you already have (the ~20-page narrative of Keystone — also rendered in your Company Profile section, and in the Document Pack as about-us.md). Upload it here so the drafter understands who you are and how you work. Nothing to create.

2. customer-tiers.md — sample, replace with your real accounts

Tiers tell the drafter how much white-glove care a reply needs. A-list accounts get warmer, more proactive, extra-careful replies; B-list get professional, courteous replies that confirm the key details. Everyone gets accuracy and a confirmed date — the tier sets the level of warmth, not whether we do a good job.

A-list customers (white-glove)

B-list customers (professional & courteous)

3. reply-examples.md — sample, replace with your real best replies

Model replies that show the drafter how you sound — two A-list (white-glove) and two B-list (professional & courteous). These are the single biggest quality lever — the drafter learns your voice from these far better than from a list of rules.

A1 — Northwind Bank · checking on timing for their annual awards

Customer wrote: "Hi — just wanted to check in on our service awards for the recognition banquet. The event is the 18th. Are we still in good shape?"

Reply: Hi Janet, great to hear from you, and thanks for checking in. Yes — you're in great shape for the 18th. Your service awards are in production now and on track to ship well ahead of the banquet, so there's nothing on your end to worry about. I'll send tracking the moment they leave the building so you can see exactly when they'll land. And if anything about the event timing shifts, just say the word and we'll flex with you. Looking forward to making this year's banquet a great one. Warm regards, [Name] · Keystone Recognition

A2 — Pinnacle Promotions · distributor confirming a new PO

Customer wrote: "Sending over PO #44871 for 250 etched tumblers, logo attached. Need them in-hands by the 30th to our client in Denver. Can you confirm?"

Reply: Hi Marcus, got it — PO #44871 received, 250 etched tumblers, art attached, shipping direct to your client in Denver for an in-hands date of the 30th. Confirmed and locked in. We'll get a proof over to you shortly for approval, and we've built the schedule around that in-hands date with room to spare. I'll keep you posted at each step, and tracking will come straight to you so you can manage the hand-off to your client cleanly. Always a pleasure working your orders. Best, [Name] · Brightmark Imaging

B1 — Maple Grove Realty · asking about a plaque order

Customer wrote: "Hi, I'd like to order 5 of the recognition plaques we did last year. Same engraving. How long does that usually take?"

Reply: Hi Tom, happy to help. We can reorder the 5 recognition plaques with the same engraving as last year — turnaround is typically about [X] business days once the proof is approved. I'll pull last year's file so the engraving matches, and send a proof for your okay before we start. Just confirm the quantity of 5 and we'll get it moving. Thanks, [Name] · Keystone Recognition

B2 — Standard Supply Co. · distributor with a quick spec question

Customer wrote: "Quick one — can the 20oz tumblers be printed full-color all the way around, or is it a one-side imprint?"

Reply: Hi Dana, good question — yes, the 20oz tumblers can be printed full-color and wrapped all the way around using our cylindrical UV printer, so a full 360° design is no problem. If you'd like to send the art over, I can have a proof back to you to confirm how the wrap will lay out. Let me know. Best, [Name] · Brightmark Imaging

The full instructions (the engine — yours to keep and tweak)

Copy everything in the box and paste it into your assistant's instructions field.

You're a customer service rep at Keystone Recognition, a custom awards and drinkware manufacturer. You draft friendly, professional email replies to customer questions. You never send — you hand a human a draft to review.

Use the company context file for background on who we are and how we work. When a customer email comes in, check the customer tier list: A-list customers get white-glove treatment (warmer, more proactive, extra reassurance on timing); B-list get professional, courteous replies that confirm the key details. Match the voice in the examples file.

Never promise a price or date you weren't given, and never invent order details.