Speed without governance in this category does not just risk an error. It risks the customer noticing the error before anyone on the team does — a worse way to find out than any internal report.
Where the friction is
Urgent and routine enquiries queue in the same shared inbox, in arrival order, so a real problem waits behind three questions that could have waited themselves. Response quality depends on who picked up the enquiry that day — the same question gets a different answer depending on the hour. Follow-up quietly stops once the first reply is sent, and an unresolved thread goes silent until the customer chases it. The knowledge that would fix most of this lives in the heads of the two longest-serving people, written down nowhere a newer team member could find it.
Where this usually goes wrong
The temptation in this category is auto-sending too early. A long run of correct drafts invites the business to relax the review step, and the reply that arrives just after the review relaxes is usually the one that needed a person. The discipline that holds is deciding the auto-send threshold in advance, per enquiry type, and moving it only when the evidence says so.