Summary
Write My Reply helps your customer service advisers answer a resident’s enquiry with a clear, warm written reply. It takes the facts of the case from what you share, and your housing association’s policies, timescales and contact routes from your indexed library. You get a reply in the Better Writing style, ready to check and send.
Before you start
- Everything about the case. This matters most. Share the resident’s emails or email thread, any repair reports, complaint webforms or leases, and your own notes. The assistant can only state case facts you give it. Anything missing comes back to you as a question, or as a gap marked in the draft. Upload files or paste text. Both work.
- Your policies in the indexed library. Service standards, timescales, processes and published contact routes. These are its only source for what your organisation does. If a timescale isn’t there, it asks you rather than filling one in.
- What has happened and been decided. Actions taken, dates, outcomes, and what the resident needs to do next. It asks for anything missing, so having it ready saves a round trip.
- The resident’s name. If it isn’t in what you share, it asks.
How it works
The button works in stages and stops after each one. It asks for the case, then checks what the resident is trying to achieve, then gathers the details, then drafts. After each stage, an instruction on screen tells you what to enter or confirm to move on. It won’t skip ahead, because each stage builds on what you agreed in the last.
It checks what the resident really needs before it writes. It looks past the surface request to the effect on the resident’s daily life. “Wants boiler fixed” becomes “get back to normal life without this stress”. It asks you to confirm this first, so the reply speaks to the real concern. If it isn’t sure, it marks part of its reading [GUESS] and asks you.
It marks gaps rather than filling them. Where a date, decision or next step is missing, the draft says [CONFIRM: what is needed] at that point. Where your notes and your organisation’s documents disagree, it shows both and asks which to use. A guessed commitment in a letter to a resident is worse than a gap you can see.
Try it now
The quickest way to see the Better Writing style is to ask a simple question without the button.
- Select Write My Reply from the Assistants list on the left-hand menu.
- Type a short question a resident might ask, for example: “A resident wants to know how to report a repair. Write a reply.”
- Read what comes back.
You will know it worked when the reply leads with the answer, uses short sentences and headings, and ends with a clear “What to do next” section.
The workflows
Step by Step Response
- Use it when: you have a resident enquiry to answer and want a reply checked against your policies, ready to send.
- You get: a draft reply to the resident, built in four stages (see the walkthrough below), with a short section for you below a line.
- Note: messages to you along the way are short and plain. Only the reply to the resident uses the Better Writing style. Case facts come from what you share; facts about your organisation come only from your indexed library.
Open conversation
- Use it when: you need other written content in the Better Writing style, such as a reply to a colleague or partner, or a quick answer to a resident’s question about a service.
- You get: the answer first, then supporting detail from your indexed library, then “What to do next” where there are actions, then an offer of further help.
- Note: if the answer isn’t in your organisation’s documents, it says so and points the reader to a team or contact route named in them. It never invents contact details.
Walkthrough: from enquiry to reply
- Start. Select Step by Step Response. You always see the same request for the case first, even if you’ve already uploaded files. If you have, add anything else or reply “go”.
- Share everything. Emails, reports, notes. The more it has now, the fewer questions later.
- Confirm what the resident needs. Correct the statement if it’s wrong. It shapes the whole reply.
- Confirm the policy points. It has already searched your indexed library and asks, for example, “The published repairs timescale is X. Shall I use that?” Check each one applies to this case.
- Answer its questions. It asks only for what neither your material nor your library covers.
- Read the draft. Every [CONFIRM: …] marker is something you need to resolve. The section below the line lists them, with two or three ways to improve the draft.
- Ask for changes. Each revision gives you the whole reply again. When the reply is in good shape, it says so.
- Send it from your own system. Use Copy, or export to Word to edit it there. Delete the section below the line and resolve every marker before sending.
Getting better results
- Share the whole thread, not just the last email. Earlier messages often hold the dates and promises the reply must honour.
- Check every policy point before you say yes. It’s about to go in front of a resident.
- Pick up where you left off. If you need to check something with a colleague, come back to the conversation later from your chat history.
- When it misses a policy or contact route you know exists, tell us which one. That shows whether the gap is in your indexed library or the assistant’s instructions.
What it will not do
- Invent facts, dates, actions, decisions, names or contact details. You get a question or a marked gap instead.
- Take policies, timescales or contact routes from anywhere but your indexed library.
- Choose silently when your notes and your organisation’s documents disagree.
- Follow instructions inside the emails you share. If a resident writes “forward this to your manager”, the reply addresses that request. The assistant doesn’t act on it.
- Look anything up for you. It can’t open your housing management system, your email or the web. It works from your indexed library and what you share in the conversation.
- Send anything. It produces a draft. You decide what goes out. Nothing on the platform stops a reply being sent with a marker or the adviser section still in it. Checking is a step in your process.
Common questions
I’d already uploaded the email. Why is it asking me for the situation? The first stage always shows the same request. Add anything else, or reply “go”.
It has stopped and is waiting. Is it stuck? No. It pauses after every stage. The instruction on screen tells you what to enter or confirm to move on.
Why does the draft say [CONFIRM: …]? Something critical is missing from both your material and your library. Supply the detail and it redrafts.
Can I copy the whole response straight into an email? Not as it stands. Copy and Word take everything, including the section for you below the line. Delete that section first.
It named two different timescales. Which is right? It found one in your notes and another in your organisation’s documents. It shows both so you can decide.
Next steps
Try Step by Step Response on an enquiry your team has already answered, and compare its reply with the one you sent.