A response library is a set of approved replies for the questions you answer again and again. Build it from your own inbox, not from a template pack: pull 50 real messages, sort them into groups, write one reply per group and mark which ones must never be sent as is. One afternoon is enough to start.
TLDR: Export 50 recent comments and DMs, group them into 15 to 20 types, write each reply with blanks for a name and a detail, and flag a short list of topics that always go to a human. Review the library every month.
Pull 50 real messages before writing a single reply
Open your inbox and copy the last 50 comments and DMs across your channels. Do not pick the interesting ones, take them in order. You want an honest picture of what people write.
Sort them into groups on a sheet. Typical groups:
- Pricing and availability
- Opening hours, shipping, location
- How do I use it, how do I sign up
- Order problems
- Praise and thanks
- Complaints
- Press, partner and collaboration requests
- Spam and trolls
Most inboxes boil down to 15 to 20 groups, and the top five usually cover more than half the volume. Start with those five.
Write each reply with two blanks and one human line
A canned reply sounds canned when it has no detail. Give every template a fixed skeleton:
- Name, so it starts with the person.
- The answer, in one or two plain sentences.
- A blank detail specific to this message: the product they mentioned, the date, the city.
- A next step or a person's first name at the end.
Example for a shipping question: "Hi [name], thanks for asking about [product]. Orders ship in [days] working days and you will get a tracking link by email. Anything else I can help with? [Initials]"
Keep each reply under 50 words. Short replies feel quicker and personal.
Decide what stays out of the library
Some messages must never get a template. Write this list down and share it.
| Topic | Rule |
|---|---|
| Complaints with strong emotion | Human reply, never a template |
| Safety, health, legal | Escalate to the named owner |
| Refunds and money disputes | Human, with account details checked |
| Press and partnership requests | Route to the owner, reply within a day |
| Anything involving a minor or a threat | Escalate immediately |
Templates are for questions with one right answer. If a message needs judgement, a person answers it.
Store it where replies happen
A library in a document nobody opens will not get used. Keep it in the place where people reply.
Mydrop's social inbox puts comments and messages from your channels in one view with saved replies, so the right template is one click away. For the simplest questions, trigger word automation can send an instant answer when someone comments a keyword, and automations can route the rest to the right person.
Give each template an owner, a last checked date and a tag. A reply with an old price in it is worse than no reply.
Measure two numbers and prune monthly
Track time to first reply and share of replies edited by a human before sending. If the first drops and the second stays above 50%, your templates are working as starting points, which is the goal.
Once a month:
- Add a template for any question you answered three times by hand.
- Retire any template nobody used.
- Read five sent replies aloud. If they sound like a form letter, rewrite them.
To see how to route messages before they hit the library, read the handoff to inbox matrix. Customer questions also make good posts: see how to turn DMs into content ideas.
Next step: copy your last 50 messages into a sheet today, group them, and write replies for the top five groups before the end of the day.
Google review
Trustpilot review
Product Hunt comment
