Shipping information
Delivery times, carriers, and tracking details for customer orders.
The EchoDesk workflow
An answer you can trace. A send button you control.
Bring your existing information into one review screen, then decide what belongs in each customer reply.
Start with what you have
Paste, don't rebuild.
Add the FAQ and product descriptions you already use. Shipping and returns text can go in too. EchoDesk is designed around the written answers you have, not a new knowledge-base project.
For the planned email-first pilot, connecting an inbox lets EchoDesk read new customer emails to prepare drafts. It does not send without your click.
Explore the flow
One inbox, three clear states.
These illustrative screens show how a question moves from your inbox to your decision.
01 / Inbox
See what needs your attention
New customer emails are organized by whether a draft is ready, needs your input, or cannot be answered from the material you provided.
Customer inbox
Where is your shipping information?Draft ready
Can you help with my order?Needs your input
Do you offer custom sizes?No answer
02 / Review
Read the reply beside its source
Review a suggested draft, inspect where each sentence came from and adjust the wording before choosing to send. Example text here is illustrative, not a real business policy.
Suggested reply
Our shipping information is on the shipping page. Shipping FAQ
SourceShipping FAQ
The owner reviews and sends. EchoDesk does not auto-send.
03 / Knowledge gaps
No source? No made-up answer
When your material does not cover a question, the proposed flow flags it and blocks sending an unsupported draft. Write the answer yourself, then add it to your material if it comes up again.
Needs your answer
“Do you offer custom sizes?”
Matching sourceNone found
No draft is ready to send for this question.
Your material at a glance
Browse the knowledge base.
An illustrative preview of the topics EchoDesk draws on to draft replies. Filter to see how coverage maps to common questions.
Returns and refunds
Your returns window, conditions and how customers initiate a return.
Product descriptions
Materials, sizes, availability and any product-specific details.
Order management
How customers can check status, update or cancel their orders.
Contact and hours
Your opening hours and preferred contact channels.
Sizing guides
Fit notes, measurement tables and size conversion information.
No topics match that search. Add more material to your knowledge base to cover this question.
Why it works this way
Designed around your existing work.
Your voice, not a template
Drafts are drawn from words you have already written for customers. The reply sounds like you because it starts with your material.
Less time hunting
When the same questions land between packing orders and everything else, your existing writing should be easier to use.
Flagged, never faked
Gaps in your material are surfaced honestly so you can address them, rather than hidden behind a guess.
Email-first channel
The proposed pilot focuses on customer email, the channel where small businesses get the most repeat questions.
Review before you send
The send button belongs to you. EchoDesk prepares the draft and shows you the source; your judgment decides whether it goes out.
Good to know
Questions before you begin.
No. The planned workflow leaves sending to you after you review the draft and its sources.
The planned review flow marks it as a gap instead of making up an answer. You can answer personally and add that information for future questions.
Customer email is the proposed first channel. Other channels are not part of the described first workflow.
What questions keep coming back?
Those repeat questions are a useful place to start the conversation about the pilot.