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Who writes, and what you send them

You know who is writing, and reply with the right document

Every incoming email comes with a hint: known customer, newsletter, sender never seen before. Whoever writes ends up in the customer list on their own, with their history. And the price list, guide or form you send ten times a day is attached in one click, always in its latest version.

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Every reply starts from two questions: who is it, and what do they need

In a shared inbox, the long-standing customer’s email sits next to a supplier’s promotion and a phishing attempt, all looking the same. And when the customer asks for the returns form, someone digs through folders and attaches last year’s. kDesk recognises the sender as soon as the email arrives, with checks that need no AI, gathers each customer’s history without anyone filling anything in and keeps recurring documents in one place, in the right version.

How it works

  1. An email arrives, and kDesk recognises it

    Is the sender in the Kontacts address book, among the customers in the registry, or have they already been answered in a previous ticket? Then they are “Known”. If the email comes from a newsletter platform it is “Marketing”; if it fails the SPF, DKIM and DMARC checks, the ticket flags it. No email is moved: you decide.

  2. Reply with the right document

    In the reply, “From library” opens the support documents: price list, installation guide, returns form. You pick up to five and they go out as attachments. The ticket remembers which document you sent and in which version.

  3. The customer gets their own profile

    Anyone who has written at least once appears in Customers, grouped by company or by person, with open tickets, first and last contact and average closing time. When a new customer deserves to enter the ecosystem’s shared registry, “Add to registry” takes them there.

You know at once who is writing. What to do, you decide.

What you can do

  • A customer list that fills itself in

    It is not an address book to keep up to date: it builds from the tickets, so it cannot get out of step. By company you see who is writing from Ferrari Design and with which requests; every profile takes you in one click to all of that customer’s tickets. Each agent sees the customers of the tickets they can already see.

  • Into the shared registry, when you decide

    A mailbox also receives strangers, and the registry is what the other Kamzan products work on: that is why kDesk never writes to it on its own. The profile says whether the company or person is already in the registry; if not, whoever has the privilege adds them in one click, and from then on Klokka and Kore see them too.

  • Support documents, with versions

    Upload them once and send them again and again. When the price list changes, “Replace file” and from then on the new one goes out; next to attachments already sent with the old version “Superseded version” appears, so you know who should get it again. A document removed from the library stays in the tickets it was sent to.

  • Imported from Kamzan Files

    If the document already lives in Files, you import it from there instead of downloading it again. When it changes in Files, the library flags it and “Update from Files” takes the new version. Files in the vault stay where they are: they only open in Files, with their code, and cannot be imported.

  • Senders recognised without AI

    Address book, customer registry, tickets the team has already answered, SPF/DKIM/DMARC signatures and newsletter platform domains: quick checks done as each email arrives. In the list you see them as badges and can filter Known or Unknown senders. It is a hint: the ticket stays where it is.

  • AI, if and how you choose it

    If the company switches it on, AI reads emails from senders the checks did not recognise and suggests a label: support, spam or marketing, with a one-line reason. It does not move or close anything. The same AI also proposes the translation of the acknowledgement email into the other six languages, to be reviewed before saving.

Frequently asked questions

Can AI move or delete customer emails?

No. The AI’s label is only a hint shown next to the ticket, with its reason: the ticket does not change status, does not go to spam and is not closed. If it really is spam, an agent marks it. AI does not reply to customers and does not write replies for you.

Which model does the AI use, and where does the data go?

The company chooses it, in the Artificial Intelligence panel of Kamzan ID. With an internal model, running on Kamzan’s infrastructure, the subject and text of the emails stay in-house. With an external model (Anthropic, OpenAI or DeepSeek) you use your own key, and the subject and text reach that provider. Without a configured model, AI simply does not run.

Does AI read every incoming email?

Only if you have switched it on, and usually only emails from unknown senders: if the checks have already recognised a customer, AI is not needed and is not called. You can choose to have it classify every incoming email, but the recommended setting is the other one.

What if the customer already received a document that was later updated?

What was sent stays as it was, because the customer received a copy. But in the ticket, next to that attachment, “Superseded version” appears with the number of the version sent and the current one: whoever picks up the conversation knows the new document should be sent.

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