Full feature list
Every enquiry gets an owner, a reference and a trail.
Everything Kunye Cloud does, in one list — from persistent ownership and the priority queue through to the audit trail your compliance officer asks for.
01 Enquiry ownership & assignment
Persistent enquiry ownership
Replies return to the same owner automatically. No re-queuing, no second person picking up a thread halfway through.
Enquiry grouping with reference number
All related emails are grouped into a single case under one reference the enquirer can quote back to you.
Collision detection
Prevents duplicate replies. If a colleague is already typing on an enquiry, you know before you send.
Pop — priority queue
One button surfaces the oldest, highest-priority enquiry, driving genuine first-in-first-out behaviour across the team.
Pull assignment
Agents claim enquiries from the queue themselves, so work moves without a team leader distributing it.
Manual assignment
Hand an enquiry to a named owner at any point in its life.
Default user assignment
Set the person who owns anything arriving in a mailbox by default, so nothing lands unowned.
02 Communication
WYSIWYG email editor
Compose formatted replies with attachments, exactly as the enquirer will read them.
Pre-defined templates
Canned responses for the questions your team answers every day, worded once and approved.
Auto-acknowledgement
Confirm receipt with the reference number immediately. Toggleable on or off per mailbox.
Internal notes
Private team comments on a thread, kept with the enquiry and never sent to the enquirer.
03 SLA & performance
SLA tracking & dashboard
Set response time targets per mailbox and monitor them live, before a breach becomes a complaint.
Custom enquiry categorisation
A flexible category structure you define, so reporting matches how your business is actually organised.
04 Reporting suite
Queue status report
What is open, what is owned, what is ageing — per mailbox and per queue.
Productivity report
Volumes handled and resolved per agent over any period you choose.
Categorisation report
What your enquirers are actually asking about, grouped by your own categories.
SLA report
Performance against target, ready to put in front of a board or a client.
05 Organisation
Persistent enquiry ownership
Replies return to the same owner automatically. No re-queuing, no second person picking up a thread halfway through.
Enquiry grouping with reference number
All related emails are grouped into a single case under one reference the enquirer can quote back to you.
Auto-assign based on sender
Intelligent routing by sender identity, so a known enquirer lands with the person who already knows the history.
Collision detection
Prevents duplicate replies. If a colleague is already typing on an enquiry, you know before you send.
06 Governance
Persistent enquiry ownership
Replies return to the same owner automatically. No re-queuing, no second person picking up a thread halfway through.
Enquiry grouping with reference number
All related emails are grouped into a single case under one reference the enquirer can quote back to you.
Auto-assign based on sender
Intelligent routing by sender identity, so a known enquirer lands with the person who already knows the history.
Collision detection
Prevents duplicate replies. If a colleague is already typing on an enquiry, you know before you send.
Pop — priority queue
One button surfaces the oldest, highest-priority enquiry, driving genuine first-in-first-out behaviour across the team.
07 Local fit
Persistent enquiry ownership
Replies return to the same owner automatically. No re-queuing, no second person picking up a thread halfway through.
Enquiry grouping with reference number
All related emails are grouped into a single case under one reference the enquirer can quote back to you.
Auto-assign based on sender
Intelligent routing by sender identity, so a known enquirer lands with the person who already knows the history.
Ready to get started?
Let's turn your email black hole into your biggest asset.
