How it works
From incoming email to a sent reply
Linedesk365 does the groundwork in your customer email. A team member decides and sends.
1. Email arrives in your own mailbox
You keep your own address and your own mail server. Linedesk365 reads your inbox and Sent folder over IMAP. It marks messages as read or flagged, and puts a copy of sent replies in your Sent folder.
2. Every customer email gets a priority
Recognised email is filed in the CRM in a folder per topic, where it can be assigned to a colleague.
Messages about spoiled products, illness after eating or a wrong delivery go to the top of the queue.
3. Sensitive questions go to a person
Questions about food safety, allergens, payments or personal data are set aside for a team member as an escalation. A draft proposal comes with it, which your team member checks, completes and sends.
4. Routine questions get a draft
Recurring questions get a draft reply in the review screen, with the order details from WooCommerce next to it.
The system uses your team's earlier replies as examples, after names and contact details have been masked. We train no model of our own on your data.
5. A team member reads, edits and sends
No reply goes out without a person approving it. A draft can be edited or discarded.
The reply goes out through your own mail server, so your customer simply gets an email from you.
6. You see what comes in
A reporting screen shows the types of questions coming in, complaints per product and stock signals.
What it does not do (yet)
It sends nothing by itself. Automatic sending is off, and for food safety, payments and privacy it cannot be switched on.
There is no Microsoft 365 or Outlook integration yet, and WhatsApp or website chat are not active channels.
Curious what this means for your customer email?
In half an hour we show how it works, starting from your own questions.