--- title: "Answer citizen emails with AI · Munia use case" description: "Room rental, permits, collection, taxes: a complete, polite and accurate reply in minutes, from your policies. A municipality loaded its room rental policy." url: https://munia.ai/en/use-cases/answer-citizen-emails/ lang: en-CA last_updated: 2026-09-23 --- [General management](/en/for/general-management/)General management, recreation, front desk # Answer the citizen in minutes, not days The same questions keep coming: renting a room, the collection calendar, a permit application, a tax bill. Each reply takes ten minutes of searching and ten of writing. The agent answers from your policies and bylaws; you check and send. Book a demo See the recipe Observed use - A municipality loaded its room rental policy (capacities, rates, rules) to answer citizen emails in minutes rather than days - The Citizen reply agent relies on your bylaws for planning questions - An employee at a client city uses it to check the clarity of her emails, French being her second language No public time figure for this task. 01 Before, after ## The same task, before and with Munia. Today - Look up the policy, the rate, the section - Write a polite, complete, error-free reply - Answer three days later, or not at all - Start over for the same question the following week With Munia - Paste the citizen's email - Get a complete reply that cites the policy or bylaw - Adjust the tone, send the same day - Policies loaded once serve every reply 02 The recipe ## How it is done, step by step. 1. Load your policies and bylaws Room rentals, collections, animals, parking, permits: once, in an in-house agent or in the Citizen reply agent. 2. Paste the email The agent identifies the request, finds the rule and drafts the reply. 3. Check the cited rule The rate, the deadline, the section: the part that belongs to you. 4. Adjust the tone and send From your usual mailbox. Munia does not send it for you. Support tip - Load the complete policy, not a summary: capacities, rates, exceptions. - Ask for two versions: short for the email, detailed for the website. - The inclusive proofreader and the clarity check help colleagues whose first language is not French. 03 Agents involved ## What you find in Munia for this task. - Citizen reply “Answer this request about the zoning by-law.” - Citizen post “Create 3 posts for the neighbourhood party.” - Application review “Does this application comply with the by-law in force?” These agents are described with the others on the page [For general management](/en/for/general-management/). Glossary terms [Law 25](/en/glossary/#loi-25)[Personal information](/en/glossary/#renseignement-personnel) People stay in control, start to finish The agent prepares, the employee approves. Nothing is adopted, published, sent or destroyed without a person who reread it. That is the rule on every page of this site and in every Munia agent. 04 FAQ ## Frequently asked questions ### Does Munia send the email? No. It drafts the reply, you send it from your usual mailbox after rereading it. ### What about personal information in emails? Your exchanges are hosted in Canada, never used to train models, and inference runs under zero-retention contracts. You decide what you upload, and you can remove contact details first. ### Can it answer in English? Yes, in both languages, from the same policies. ### How much does it cost? One rate per user, the same tier for all of the organization's licences, no setup fee, onboarding included. We send a proposal after the demo. ## Other use cases for general management [ General management ### Prepare the decision summary for an agenda item The file behind an agenda item becomes a structured, neutral decision summary, then a presentation for council. Two agents, two steps, a team that approves. ](/en/use-cases/prepare-a-decision-summary/)[ \-98% · in time spent analyzing large documents ### Find the answer in a 700-page document Collective agreement, zoning bylaw of several hundred pages, stack of bids: find the precise answer in minutes. A 98% reduction measured at a client. ](/en/use-cases/analyze-a-large-document/) [All use cases](/en/use-cases/)