Can I use AI to write customer emails?
Yes. Using a writing assistant to draft an email that you then send as yourself is ordinary deployer use, not a banned practice. A bot that talks to the customer in your name is different — from 2 August 2026 that person must be able to tell it is AI.
Answered by GlassBots' AI assistant — not a person, not legal advice. We review new questions and publish them as permanent answers.
Yes. Using a writing assistant to draft an email that you then send as yourself is ordinary deployer use, not a banned practice.
A bot that talks to the customer in your name is different — from 2 August 2026 that person must be able to tell it is AI. Whoever uses the writing tool still needs to know its limits, including made-up facts in a customer email.
This is general information, not legal advice.
What the law actually says
"Providers shall ensure that artificial intelligence systems intended to interact directly with natural persons are designed and developed in such a way that the natural persons concerned are informed that they are interacting with an artificial intelligence system, unless this is obvious from the point of view of a natural person who is reasonably well-informed, observant and circumspect, taking into account the circumstances and the context of use."— EU AI Act, Article 50(1) (Regulation (EU) 2024/1689); applies from 2 August 2026 · eur-lex.europa.eu
In plain words
- A draft you edit and send under your own name is not “interacting directly with” the customer as an AI system.
- If the customer is chatting with a bot on your site or in your inbox, Article 50(1) is about that interaction from 2 August 2026.
- Article 50(2) is mainly on the provider of the generating tool: outputs should be machine-readable as AI-made. That is not a second label on every private draft.
- Article 4 still asks that whoever uses the writing tool knows its limits — including made-up facts in a customer email.
- Scans your computer and lists every AI tool your business actually uses.
- Checks your settings files for the transparency basics and produces a plain-language readiness report.
- Runs in your browser, free, nothing uploaded.
- Every month: re-scan, and the report can be updated each month — "what changed since last check" is written for you.
- Your records build into a printable readiness pack: tool inventory, training journal, disclosure checklist.
- Keeps the dated history an inspector would ask to see.
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Readiness guidance, not legal advice. GlassBots checks your own computer — nothing leaves it.