One inbox for all channels
Enquiries by email, form or chat appear in one work list, oldest first.
Features · Communication
Every enquiry has an owner, and your customer gets a quick answer
A question about a delivery, a complaint, a fault or an internal request: in Workspace, it becomes a case with a number, an owner, a status and a follow-up date. An AI reads along, summarises the request and drafts the reply. Your team checks it, adds to it and sends it.
Included in: Workspace · Shopcloud · Workspace Customer Service
What your customer service gains
Ownership and status
Every case goes to the responsible group and moves through in progress, waiting and resolved. A follow-up date brings it back at the right time.
The full history on the case
Queries, photos and evidence are stored on the case. Via a link, your customer reads the shared history and replies directly.
Draft replies from the AI
The AI summarises emails, categorises them and suggests a reply. Deciding and sending remain up to your team.
How an enquiry runs through Workspace
The enquiry arrives by email, via a form on your website or in the chat. In the inbox, it appears in a work list, oldest first.
The AI summarises and categorises the enquiry, picks out important details and suggests an owner and a reply.
Your team turns the enquiry into a case, links the customer, order or invoice and assigns the owner.
The workflow leads through in progress, waiting and resolved. A follow-up date brings the case back at the right time.
What every case comes with
A unique number
Workspace assigns the case number itself. Customer, team and supplier all talk about the same case.
Your own case types
Complaint, warranty check, service request or internal clarification: each type gets its own workflow and its own responsible team.
Clear ownership
A case automatically goes to the group responsible for its type. There, one person takes it on, and the handover remains traceable.
The full context
You link people, companies, orders, invoices, shipments, returns and products directly to the case.
Comments, files and follow-ups
Queries, photos and evidence are stored on the case. Even a stand-in immediately sees what needs doing next.
The customer is involved
Via a link, your customer reads the shared history and replies directly on the case. Customers with an account see their cases in the customer area.
AI on your terms, for internal requests too
Your model, your budget
For each task, you define which model does the work, including a model on your own server. Then customer enquiries never leave your company. Tasks involving personal data run on a local model by default.
For each model, you set a budget per period. Before every request, Workspace checks whether it is sufficient and never exceeds it. That keeps costs predictable.
Internal requests as cases, too
Your employees log their own requests, such as a fault or a question for IT, as a case themselves. The responsible team takes it on, and the person who reported it follows its progress and can keep commenting.
Forms on your website can open a case directly. Workspace holds back suspicious submissions for review so that spam does not end up in your team’s work list.
Works together with
Customer chat
Your team takes over questions from the chat on your website with the full conversation history.
View customer chatWorkspace Customer Service
Customer service answers recurring delivery questions and sends existing invoices after checking identity and authorisation.
View Workspace Customer ServiceCustomers and contacts
Every case is stored with the customer, alongside quotations and orders.
View customers and contactsApprovals and workflows
You define in a graphical workflow which steps a case goes through and who approves.
View approvals and workflowsFrequently asked questions
Through which channels do enquiries come in?
By email, via forms on your website and via chat. Everything lands in one place, and your team works through the list from top to bottom.
Can I define my own workflows for complaints?
Yes. For each case type, you define which steps it goes through, who is responsible and who may carry out certain steps. We set this up with you during implementation.
Does the AI send replies on its own?
The AI prepares: summary, categorisation and draft reply. Only what your team has checked is sent.
How do I keep AI costs under control?
For each task, you define the permitted models and a budget per period. Workspace checks before every request whether the budget is sufficient and never exceeds it.
What does Workspace cost?
We give you the price in an offer, because it depends on the scope, such as the areas used and storage. We will publish fixed prices as soon as they are set.
Where are your customers waiting for an answer?
Show us how enquiries reach you today and who handles them. In a demo, you see the same journey in Workspace, with inbox, AI analysis and case. We handle the implementation ourselves.