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I do have a document for FAQs but I don't copy then paste all of it. I personal some bits here and there so it doesn't seem like I just got the FAQs from somewhere. Has worked for me so it might work for you
I try to personalize each email.
I do a little mix of both. I have a doc that I copy and paste but i tailor it to each person to make it feel more personal
I just answer off the top of my head. Most times it's easier that way than going back and forth to my doc
I respond in a personalized way as much as I can. But I also have a ready template in case the issue is just the same as what I have already handled before.
I usually do both. I only respond in a personalized way if needed.
Hi there! The second one works best for me. You should too. The customers will appreciate you for that.