Hello, two of the 40 parts that arrived yesterday are damaged. Photos attached. Can you send replacements? Best regards Kestrel GmbH, purchasing
Use case · Customer service
Your inbox is sorted before the team starts.
Every morning Carla sorts info@, drafts replies to routine questions about orders, deliveries and invoices, and flags the emails that need a person. Your team reviews, edits and sends.
Carla the Cardinal
Customer service agent
Works in
- Outlook
- Front
What Carla takes over. The routine questions in your inbox.
Answers the routine questions, so your team has time for the ones that need a person.
- Sorts the shared inbox before your team starts
- Drafts replies to routine questions, like where an order is
- Passes invoice questions to Hedi and order questions to Wanda
- Flags the emails that need a person
- Files event invitations and newsletters into their folders
A week with Carla. A calmer inbox, every day.
Describe a routine once, the way you would explain it to a new colleague. Carla runs it on schedule, drafts the replies and logs every run.
- Daily · 07:30
Shared inbox triage
Sorts info@ before the team starts, drafts replies to routine questions and flags the emails that need a person.
Sorted, tagged, replies drafted - Hourly · 08–18
Reply drafts
Checks the support inbox in Front for new questions about orders, deliveries and invoice copies, and drafts an answer for each.
A draft in each conversation - Daily · 16:00
Open conversations
Finds conversations that have waited more than a day for a reply and reminds the teammate they are assigned to.
A reminder for each owner - Fri · 15:00 →
Week in the inbox
Counts the week’s emails by topic, lists the questions that came up most and emails the summary to the team.
A one-page summary for the team
Carla in your tools. Drafts in Front, ready for a second look.
Carla has its own user in Front. Forward it a conversation or let it work through the support inbox: Carla drafts the reply and leaves a comment for your team.
Dear Kestrel team, sorry about that. We will send two new parts with Thursday’s delivery. Kind regards Fernhill customer service
You stay in control. Carla drafts. Your team sends.
Carla prepares the answers. Your team decides what goes to customers, and which questions Carla may answer on its own.
Replies wait for your OK
Give Carla the tools to draft but not to send, or have it ask for approval before a reply goes out. Sorting and filing can run on their own.
Only the access you give
Carla works with its own accounts and sees only the inboxes you share: info@ in Outlook and the support inbox in Front.
Every run is logged
Each run shows step by step what Carla read, sorted and drafted. You can open any of them in the dashboard later.
Start with one task. Add the next one when it works.
- 01
Pick the task
Choose one job your team does every morning, like sorting info@ and answering questions about order status.
- 02
Connect the tools
Connect your support tools in the dashboard with Carla’s own accounts, and share the inboxes Carla should work in.
- 03
Describe it in plain words
Write the routine the way you would explain it to a new colleague, and choose when it runs.
- 04
Check the first runs
Review Carla’s drafts and the run log for the first weeks. Then hand over the next kind of question.
One flock, one job each. Meet the others.
Tell us what lands on your desk every week. We’ll show you an agent doing it.
A demo with our team, in English or German. Bring one recurring task and the tools it touches.
@Sam draft is ready: replacements go out Thursday. Does Kestrel need to send the damaged parts back?