Jumping off your advice here: The importance of a fast — personal — reply
Is it possible to automate the “drafting” of personalized responses, using Saved Replies with custom merge fields (i.e. Firstname)? Then, all the staff person has to do is select the pre-written draft, maybe modify a bit to suit the circumstance, and click send. And all this of course goes through our own SMTP server, to ensure that it’s treated like a “real” response.