A question lands while everyone is busy
“Could you help me check the status of my order?” is a request for help. In the shared pool, an unassigned enquiry remains visible until an available colleague claims it.
Gatherdesk for online stores
Shared inbox for online stores.
Every enquiry has a next step.
Answer the next order question with the previous reply in view.
When a customer asks for an update, the team should see who is handling it and what has already been said. Bring connected email, WhatsApp and web chat into one queue.
EmailWhatsAppWeb chat
Shared enquiry poolNew
Customer enquiry
“Could you help me check the status of my order?”
Assigned to Customer service
A clear next reply
Ask for the order reference, look it up in your storefront and reply with the confirmed information.
Connected channels feed the pool. Access, plan and channel setup determine what each team member can use.
A day in your business
From the first question to a useful reply.
Customer service needs the context
Ask for the order reference, look it up in your storefront and reply with the confirmed information.
The customer comes back with another question
Reply in the same conversation with its history. Connected WhatsApp messages stay linked to the customer number; website chat continues when its session is recognised.
Inside Gatherdesk
The reply, the owner,
the whole conversation.
Open a conversation to see the customer’s messages and the team’s replies together. Ownership makes the next action clear; history gives the next colleague context.
See how enquiry ownership works
A familiar workspace
Your work.
Your team’s language.
OrdersCustomers
Choose your business profile when the workspace is created. It shapes the terminology and relevant services your team sees.
- Use Orders and Customers as the workspace vocabulary for your business.
- Assign channel access to managers and agents, then give each enquiry a clear owner.
- Save enabled reply templates for common questions and adapt them before sending.
- Capture the name, email or phone number available from the conversation in client records.
Set up around your team
Make the first handover a good one.
- 1. Connect one channel. Start with a shared mailbox or one page carrying the website widget. Configure WhatsApp with your Meta account when ready.
- 2. Give the team access. Assign the channel to the manager and agents who will answer it, and check what each role can see.
- 3. Try the complete conversation. Send a test enquiry, assign it, reply and return as the same customer. Then add templates for the questions you hear most.
Before you decide
Good questions.
Straight answers.
Will AI look up order status automatically?
No native storefront lookup is available. Staff should verify order information in the store. Configure any AI instructions to avoid inventing availability or delivery updates.
Which channels are supported?
Connect an IMAP/SMTP mailbox, install the Gatherdesk website chat widget and configure WhatsApp through Meta Cloud API. Channel availability depends on your plan and setup. Phone calls, SMS and social DMs are not native channels today.
Can the team take over from AI?
Yes. Where AI is configured and enabled for a supported chat channel, a staff reply pauses automatic replies. The team can resume AI when appropriate. Email replies stay under staff control.
Does everyone see the same enquiries?
Access depends on the role, channel and mailbox assignments. Managers can supervise assigned teams; agents work within the access granted to them.
Can I keep my current specialist software?
Gatherdesk does not synchronise Shopify or WooCommerce orders, manage inventory, process checkout or generate shipping labels. Order status must be checked in your store.
See Gatherdesk with your online store in mind.
Bring a typical customer enquiry to your demo. We’ll walk through how your team can handle it together.
No card required · See Gatherdesk pricing