Frequently asked questions

No. Your customers, members and brokers carry on emailing the addresses they already use, such as claims@, complaints@ or bookings@, and never see a difference. Your existing addresses keep working exactly as they are.

Behind the scenes, each email that arrives becomes an enquiry with an owner, a reference number and a service target.

One mailbox can be live in a morning. Most teams start with a single queue, set their service targets, then bring the rest of their mailboxes across over two or three weeks.

Yes. Kunye Cloud connects to Microsoft 365 and Google Workspace mailboxes. It can also receive mail by forwarding rule where your IT team prefers that.

Yes. We run a 20-minute walkthrough against a workflow like your own: your mailboxes, your service targets, no slide deck. Tell us about your team and we will come back within one business day to book a time.

Yes. After the walkthrough we set up a trial mailbox so your team can run real enquiries through Kunye Cloud before committing, with no charge and no minimum term to start.

Kunye Cloud is priced per user, per month, with the mailbox count included. We quote once we know how many people work the inbox and how many addresses you run.

Monthly and annual terms are both available. Annual carries a discount; monthly gives you the freedom to stop.

Setting up your first mailbox, service targets and users is included. Larger migrations are quoted up front, never billed by surprise.

Give every email an owner the moment it arrives. In Kunye Cloud each incoming email becomes an enquiry that is assigned automatically by sender, to a default owner for that mailbox, or pulled from the queue by an agent, so nothing sits unowned.

Status tracking replaces read and unread, so the team can see at a glance what has been received, what is pending, what has been escalated and what is resolved.

Collision detection warns you if a colleague is already typing a reply on the same enquiry, before you send. Persistent ownership means follow-up emails return to the same person automatically, so nobody picks up a thread halfway through.

Set response and resolution targets per mailbox and Kunye Cloud measures every enquiry against them in real time. The live SLA dashboard shows which enquiries are on track and which are at risk, so you can act before a late reply becomes a complaint.

The Pop button surfaces the oldest, highest-priority enquiry first, driving genuine first-in-first-out handling across the team.

Yes. Each mailbox keeps its own address, service targets and reporting, and a team lead can see across all of them at once.

Each department can also have its own internal address, so an enquiry can be handed to another team, such as a delivery query that becomes a damage claim, without leaving the system or losing its history.

Acknowledge each complaint straight away, give it a named owner and a resolution target, and keep every reply on one record. Kunye Cloud's auto-acknowledgement sends the customer a reference number immediately, and later emails about the same complaint are grouped under it.

Escalated complaints stay visible in the queue, and internal notes let the team agree an approach without anything being sent to the customer.

Yes. Pre-defined templates hold approved wording for common questions, so replies are quick and consistent across the team. Replies are written in a formatted editor with attachments, exactly as the enquirer will read them.

Kunye Cloud reports on productivity per user, SLA performance against target, and the categories you define, over any period and filtered by department. An MIS summary rolls this up into a management view of what the work actually was.

Categories mean you can see what people are asking about, such as claims, payments or delivery delays, not just how many emails arrived.

Yes. Enquiry and SLA data is available by export and API, so your existing dashboards can read from the same numbers your team leaders see.

Yes. Kunye Cloud is built against South Africa's Protection of Personal Information Act (POPIA) from the start, rather than retrofitted to it, with the retention and access controls an information officer needs, configured for your own organisation.

Yes. Kunye Cloud has a SOC 2 Type I report, an independent audit confirming that its security controls are properly designed and in place. Together with POPIA compliance, in-region data storage and encryption at rest and in transit, it gives your compliance and IT teams assurance before customer data moves onto the platform.

You can request the full SOC 2 report through the Chouette Trust Center, or ask for it when you book a demo.

Kunye Cloud has partnered with Chouette Software Solutions, whose Trust Center sets out the security controls, subprocessors and compliance reports behind the platform.

It covers product security, access management, business continuity, data security and endpoint security, including penetration testing, multi-factor authentication, tested disaster recovery and encryption at rest and in transit.

Your data stays in-region, encrypted both at rest and in transit. We will confirm the exact data centre, retention period and access controls with your compliance team before you sign anything.

Every reply, reassignment and status change is written against the enquiry, along with who viewed it and when. The whole record exports on request.

That gives you the record a regulator, auditor or ombud asks for when a complaint or claim is questioned.

Yes. Kunye Cloud integrates with your existing identity provider, so access follows your own joiners and leavers process. There are no new passwords to manage.

Role-based access decides who can see which mailbox, who can reassign and who can change a service target.

Yes. You choose how long enquiries and attachments are kept, per mailbox, so retention matches the policy your compliance team has already signed off.

Kunye Cloud is a South African shared inbox and service-level agreement (SLA) tracking platform. It turns team mailboxes into one accountable queue, so every email enquiry has a named owner, a reference number, a status and a visible clock against its service target.

It is built for any team that lives in email, including call centres, insurers, medical schemes, financial services and logistics operators.

Because a shared mailbox has no memory. Nobody owns a thread, nothing expires, and the only record of what was promised sits in somebody's sent items. Kunye Cloud gives you the owner, the deadline and the trail.

Kunye Cloud is for operations and service leads whose teams work from shared email, especially in regulated industries such as insurance, medical schemes and financial services, who have to prove to a board, a regulator or an ombud that nothing was dropped.

It is configured mailbox by mailbox, so the same platform runs claims processing, policy servicing, complaints and escalations, adviser and broker support, finance and collections, retirement fund administration, customer service, call centres and internal teams such as IT, HR and payroll.

No. Kunye Cloud is built on a legacy application with 25 years of real-world use running shared inboxes for South African insurers, medical schemes and administrators. That experience has been rebuilt as a modern cloud platform.

Support comes from a South African team working South African hours.

Kunye Cloud does the job teams often look to a ticketing system for, but it works with email as your customers already send it. There is no portal for customers to learn: they keep emailing your normal addresses, and each email becomes a tracked enquiry with an owner, a reference number and a service target.