# Turn Customer Questions into a Help Page and DM Replies using Runable (and Check What It Changed)

> A free hands-on Runable lesson: turn repeat customer questions into a help page and DM replies from your real policies, and catch an edit summary that…

Source: https://learn.ynteractive.com/content/runable-customer-faq-replies · Updated 2026-10-23 · Free from Stepthrough (https://learn.ynteractive.com)

## Practice it step by step

[Start the free practice](https://learn.ynteractive.com/modules/runable-customer-faq-replies)

[Take the free module: why it matters, practice and a quick check →](https://learn.ynteractive.com/courses/jump-start-runable/6)

You do every step yourself in a practice copy of Runable. It checks your work as you go, and “Do it for me” finishes any step you get stuck on. Free, about 10 minutes, and nothing touches your real accounts. [Open full screen](https://learn.ynteractive.com/modules/runable-customer-faq-replies)

Free · Live now · [Jump Start: Runable](https://learn.ynteractive.com/content/course/jump-start-runable) · [Runable](https://learn.ynteractive.com/content/tool/runable) · ~10 min · 19 steps · Beginner

Updated October 23, 2026. Built step by step in a real Runable Free-plan account on 23 October 2026. Every screen in the practice is a real Runable screen, and the help page, the summary that did not match the file and the fix are what Runable produced in that run (19 credits). [How we check this lesson](https://learn.ynteractive.com/content/about#how-we-check)

Once a small shop has a website, the same questions arrive every day: shipping, burn time, pickup, a broken order, wholesale. In this free lesson you follow Maya Chen (made up) as she types Harbor & Pine's real policies into one [Runable](https://learn.ynteractive.com/content/tool/runable) brief with a rule not to guess, and gets a help page, five DM replies and a list of 11 questions her facts do not cover. Then she fixes a typo and answers three of them, and the lesson shows the habit that matters most with any [AI agent](https://learn.ynteractive.com/content/glossary/ai-agent): Runable said Done and listed five changes, but the file had one. She names what did not change, it admits its edits overwrote each other and fixes them, and she checks the file again before exporting. 19 [credits](https://learn.ynteractive.com/content/glossary/ai-credits) on the Free plan.

## At a glance

| Question | Answer |
| --- | --- |
| What you build | A business case for small shops: turn the questions customers keep asking into a help page and paste-ready DM replies with Runable, make it list what your facts don't cover instead of guessing, and catch an edit summary that doesn't match the file. Real Runable screens, Free plan, 19 credits. |
| Tools | Runable |
| Time | About 10 minutes, 19 steps in 5 parts |
| Level | Beginner, no coding needed |
| Cost | Free |
| Ways to learn it | [Practice it step by step](https://learn.ynteractive.com/modules/runable-customer-faq-replies) |

### The 5 parts, in short

1. The same five questions, every day: Count the time it takes, Write the answers once, Gather your facts first.
2. Brief it with your facts only: Type the brief, Send it.
3. Read it like a customer: Open the help page, Read the first line closely, Check the DM replies, The questions it did not guess.
4. Fix it, then check the file: Fix the typo, answer three questions, Send the fix, Compare the summary with the file, Say exactly what did not change, and 4 more steps.
5. What it saved, and what is next: See what you have now, Up next.

**Start here first:** [Brief a One-Page Website and Approve the Plan using Runable (and Budget Your Credits)](https://learn.ynteractive.com/content/runable-one-page-website) (module 1 of Jump Start: Runable)

**Part of:** [AI Apps Worth Knowing](https://learn.ynteractive.com/content/paths/partner-tools-ai-apps) (step 79 of 80)

## The business case: the same five questions, every day

Maya gets about 25 DMs a week asking the same things. At three minutes each that is over an hour a week, and one tired answer can promise free shipping on a $30 order or a return policy she does not have. A help page and [saved replies](https://learn.ynteractive.com/content/glossary/canned-response) fix both, if every answer comes from her real policies.

Runable writes both from one brief, in under a minute, for 9 credits. The work is in the brief and in the checking, which is what this lesson teaches.

## What you do in the lesson

You type the brief straight into Runable's prompt box: a help page with 8 questions and answers, 5 DM replies under 40 words, Maya's policies (price, burn time, shipping, pickup, returns, care, wholesale), and one rule: do not guess, list anything the facts do not cover under Questions to answer yourself.

The help page matches the facts. One line does not read right (8 oz soy wax in a cotton wick), one reply adds a small reason that was not in the list, and the open questions cover 11 things customers will ask, from delivery times to gift wrap. You fix the typo and answer three of the questions in one message ending with change nothing else.

## What happened next, and what it teaches

Twenty seconds later Runable said Done and listed five changes. The file on the right still said in a cotton wick, and only the pickup reply had changed. We named exactly what had not changed and asked it to quote the new lines back. It answered that its earlier edits had run in parallel and overwritten each other, rewrote the file in one pass, and this time the file matched.

That is the habit for every AI agent, not just Runable: the summary of an edit is not proof of the edit. Open the file and find each change. The whole job, both fixes included, used 19 credits.

## Links

- [Runable](https://runable.com): the AI agent this course teaches. Its Free plan showed 1,500 credits a day when we tested it in October 2026.
- [Runable pricing](https://runable.com/pricing): current plans, credits and limits. Check them before you rely on the Free plan.

## Try it yourself, free

Reading the steps is a start. Doing them is how it sticks. The interactive module walks you through every click in a practice copy of Runable, checks each step, and never touches your real accounts.

[Start “Turn Customer Questions into a Help Page and DM Replies using Runable (and Check What It Changed)”](https://learn.ynteractive.com/modules/runable-customer-faq-replies)

## Step by step: Turn Customer Questions into a Help Page and DM Replies using Runable (and Check What It Changed)

All 19 steps of the interactive module, in order. In the module you watch each one, then do it yourself in a practice copy that checks your work.

### 1. The same five questions, every day

1. **Count the time it takes.** Harbor & Pine has a website and a waitlist. Now the messages start: how much is shipping, how long does it burn, can I pick up. Maya gets about **25 DMs a week** and spends 3 minutes on each: **75 minutes a week** typing the same answers. One tired answer that promises free shipping on a $30 order costs real money. Click the **time** row.
   The messages start. How much is shipping? How long does it burn? About twenty-five a week, three minutes each. That's over an hour, typing the same answers.
2. **Write the answers once.** Write the answers once, from your real policies, and reuse them: a **help page** for the website and **reply templates** for DMs. Runable writes both from one brief, for a few credits. Click the **Runable** card.
   Write the answers once, and reuse them. A help page, and reply templates. Runable writes both from one brief.
3. **Gather your facts first.** These are Maya's real policies: price, burn time, shipping, pickup, returns, care and wholesale. The help page must stand on these and **nothing else**: an invented policy is a promise you have to keep. Download a copy on this page, then click the **facts**.
   These are Maya's real policies. The help page must use these, and nothing else. An invented policy is a promise you have to keep.

### 2. Brief it with your facts only

4. **Type the brief.** No template this time: type straight into the box. The brief says what to make (a help page with 8 Q&As and 5 DM replies under 40 words), gives the facts, and adds one rule that matters most: **do not guess**, list anything the facts do not cover under **Questions to answer yourself**.
   No template this time. What to make. The facts. And one rule. Don't guess. List anything the facts don't cover.
   ```text
   Write a one-page customer help page for Harbor & Pine, my small-batch soy candle brand in Portland, Oregon, plus 5 short replies I can paste into Instagram DMs. Use only these facts: three candles (Alberta Rain, Forest Park Fog, Saturday Market), 8 oz soy wax, cotton wick, $30 each; burn time about 45 hours; shipping US only, $6 flat, free over $60, ships in 2 business days from Portland; free pickup on Saturdays at our Portland Saturday Market booth; returns: unused candles within 30 days, and if one arrives broken, send a photo and we replace it; care: trim the wick to 1/4 inch, burn 2 hours the first time, stop when 1/2 inch of wax is left; wholesale: minimum 24 candles, email hello@harborandpine.example. Help page: 8 questions and answers. Replies: under 40 words each, friendly, for shipping cost, burn time, a broken candle, wholesale and pickup. If customers are likely to ask something these facts do not cover, do not guess: list it at the end under Questions to answer yourself.
   ```
5. **Send it.** Click the **arrow** to send.

### 3. Read it like a customer

6. **Open the help page.** It worked for **52 seconds** and used **9 credits**. Its note says what is in the file, that it ignored an attached image that was not Harbor & Pine material, and that the open questions need answers **before you publish**. Click **Open**.
   Under a minute, nine credits. Its note says the open questions need answers before you publish.
7. **Read the first line closely.** Every answer matches the facts: $6 flat, free over $60, 2 business days, 45 hours. But read the intro: "8 oz soy wax **in a cotton wick**". The wax is not in the wick. Small, but it is the first line a customer reads. Click the **intro**.
   Every answer matches the facts. But read the first line. Soy wax in a cotton wick. The wax isn't in the wick.
8. **Check the DM replies.** Scroll to the five **Instagram DM replies**: friendly, short, and only your facts. One adds "so the wax melts evenly", which is true of soy candles but not from your list. Decide if you can live with that. Click **Instagram DM replies**.
   Five short replies, in your facts. One adds a small reason that wasn't in your list. Decide if that's fine.
9. **The questions it did not guess.** This is the part that protects you. Instead of inventing a return policy or booth hours, it lists **11 questions** customers will ask that your facts do not answer: delivery time, who pays return shipping, booth hours, scents, gift wrap. Click **Questions to answer yourself**.
   This part protects you. Instead of inventing policies, it lists eleven questions your facts don't answer. Booth hours. Return shipping.

### 4. Fix it, then check the file

10. **Fix the typo, answer three questions.** Answer what you can now and fix the intro in one message: the change, your new facts, and **change nothing else**. Type it in the message box.
    Fix the intro, and answer three questions, in one message. End with, change nothing else.
    ```text
    Two changes. 1) In the intro, change "in a cotton wick" to "with a cotton wick". 2) Add my answers to the help page and the pickup reply: the Saturday booth is open 9 AM to 3 PM, pickup needs your order number, and customers pay return shipping unless the candle arrived broken. Remove those from Questions to answer yourself. Change nothing else.
    ```
11. **Send the fix.** Click the **arrow** to send.
12. **Compare the summary with the file.** Twenty seconds later it says **Done**: "Intro now says with a cotton wick", return answer updated, pickup answer updated, questions removed. Now look at the file on the right: it still says **"in a cotton wick"**. In our run only the **pickup DM** changed. Never trust the summary: check the file. Click the **intro** in the file.
    It says done. Intro fixed, answers added. Now look at the file. It still says in a cotton wick. Only the pickup reply changed. Never trust the summary. Check the file.
13. **Say exactly what did not change.** Tell it what you see, not what you feel: which lines did not change, and ask it to **quote the new lines back** so you can check them in the chat. Type it in the message box.
    Tell it exactly what didn't change. And ask it to quote the new lines back to you.
    ```text
    The file still says "in a cotton wick", and answers 6 and 7 and the open questions did not change. Only the pickup reply did. Please make the rest of those changes in the file, then quote the new intro, answer 6 and answer 7 back to me.
    ```
14. **Send it.** Click the **arrow** to send.
15. **Check the fix, then export.** "You're right. My earlier edits ran in parallel on the same file and **overwrote each other**." It rewrote the file in one pass and quoted the new lines. This time the file agrees: "with a cotton wick", return shipping in answer 6, hours and order number in answer 7, and those three questions gone from the list. Click the **arrow** next to **Export**.
    It admits its edits overwrote each other, and rewrites the file. This time the file agrees.
16. **Take it with you.** Download it as **Markdown** or **PDF**, open it in **Google Docs** or **Word**, or save it to **Google Drive**. Paste the help page into your site and keep the replies where you answer DMs. Click **Download as PDF**.
    Download it, or open it in Google Docs or Word.
17. **See what it cost.** Close the file and look at the right panel: **Credits used: 19** for the help page, five replies and two rounds of fixes. Click **Credits used**.
    The help page, five replies, and two rounds of fixes. Nineteen credits.

### 5. What it saved, and what is next

18. **See what you have now.** A help page and five DM replies built only on your policies, the rest of the open questions still to answer, and one habit: when an agent says **Done**, open the file. All for **19 credits**. Click **What you have now**.
    A help page and five replies, built on your policies. And one habit. When it says done, open the file. Nineteen credits.
19. **Up next.** Next, a different business and a different job: turn a messy client email into a **proposal deck**. Click **Up next**.
    Next, a different job. Turn a messy client email into a proposal deck.

## Frequently asked questions

**Can Runable write a help page and customer replies on the Free plan?**

Yes. Ours took 52 seconds and 9 credits for a help page with 8 answers and 5 DM replies; two rounds of fixes brought it to 19. The Free plan showed 1,500 credits a day in October 2026.

**How do I stop an AI from inventing policies on a help page?**

Give it only your real policies and add a rule: do not guess, list anything the facts do not cover. Runable listed 11 open questions instead of inventing answers. Answer those yourself before you publish.

**Runable said it made my changes but the file looks the same. What do I do?**

Tell it exactly which lines did not change and ask it to quote the new lines back. In our run its edits had overwritten each other; asked again, it rewrote the file and the changes were there. Always open the file after an edit.

[Start this module free](https://learn.ynteractive.com/modules/runable-customer-faq-replies)

- Previous in Jump Start: Runable: [Brief a One-Page Website and Approve the Plan using Runable (and Budget Your Credits)](https://learn.ynteractive.com/content/runable-one-page-website)

## More Runable tutorials

- [Turn a Messy Client Brief into a Finished Proposal Deck using Runable](https://learn.ynteractive.com/content/runable-ai-proposal-deck-from-client-brief): A business case for a small agency: price what a slow proposal costs, then use Runable, an AI agent, to turn a messy client email into a finished six-slide proposal…
- [Size Up Your Market and 5 Competitors Before You Spend a Dollar using Runable](https://learn.ynteractive.com/content/runable-market-research-before-you-spend): A business case for new founders: before you buy stock, have Runable, an AI agent, research the market size, five competitors and their prices, and two gaps, with a…
- [Turn Your Research into a One-Page Business Plan using Runable](https://learn.ynteractive.com/content/runable-one-page-business-plan): A business case for new founders: turn your research into a one-page launch plan with Runable's Report tool and Business Plan template, read the fact and assumption…
- [Make an Instagram Launch Carousel for Your Products using Runable](https://learn.ynteractive.com/content/runable-instagram-launch-carousel): A business case for new founders: make a 5-slide Instagram launch carousel with Runable's Carousels tool, approve the cover before it renders the rest, check every…

## Terms in this lesson

Plain-English definitions, each with an example from a free lesson.

[AI agent](https://learn.ynteractive.com/content/glossary/ai-agent) · [AI credits](https://learn.ynteractive.com/content/glossary/ai-credits) · [Canned response](https://learn.ynteractive.com/content/glossary/canned-response) · [Prompt](https://learn.ynteractive.com/content/glossary/prompt) · [Markdown](https://learn.ynteractive.com/content/glossary/markdown)

[The full AI glossary](https://learn.ynteractive.com/content/glossary)

## Browse related tutorials

[Jump Start: Runable (2)](https://learn.ynteractive.com/content/course/jump-start-runable) · [Runable tutorials (6)](https://learn.ynteractive.com/content/tool/runable)

Want AI working like this in your business? Robert Breen, the instructor behind this lesson, helps small and mid-sized teams put AI assistants, agents and automations to work. [See Ynteractive’s AI consulting](https://ynteractive.com/)