Glossary

Synchronised

A Belgian company that sets up AI systems for companies. Three solutions are ready: Portal, Mail, and First Line. The Mail app is synchronised.app.

Portal

A customer portal with an AI chatbot. Customers sign in, see their account, and ask questions answered from the company’s knowledge and that customer’s own data.

First Line

A chat for internal systems such as ERP, CRM, Power BI, and SharePoint. It knows how those systems work, knows the documentation, and uses MCPs to check the live record. It can fix an issue, such as reconnecting a SharePoint site, or walk someone through the steps.

MCP

Model Context Protocol. A connection First Line uses to read, and where allowed to change, live data in systems such as ERP, CRM, Power BI, and SharePoint.

Email orchestration

Connecting a mail system to business tools and automating what happens when messages arrive (routing, labelling, and actions), so email drives workflows instead of sitting in inboxes.

Mail

Synchronised’s email orchestration system for Microsoft 365. Rules, labels, and connector actions. Product app: synchronised.app.

Rule

A tenant-defined condition set (sender, subject, body, attachments, and related fields) that runs continuously across connected mailboxes. When matched, a rule can apply labels and run actions.

Label

An automatic category applied to matching mail so teams can filter, prioritise, and report without manual sorting.

Action

A workflow step triggered when a rule matches, such as notify, forward, update CRM/ERP, create a ticket, or send an SMS alert where configured. Actions can be chained.

Connector

An installable integration that extends Synchronised rule actions into an external system (CRM, ERP, ticketing, messaging, and more).

Tenant workspace

An isolated organisation workspace in Synchronised with its own mailboxes, rules, users, and access control.

Shared inbox

A mailbox used by multiple people (for example support@ or invoices@). A common Synchronised use case is routing and labelling shared inbox mail automatically.

Microsoft 365 mail automation

Using Synchronised to connect Outlook / Microsoft 365 mailboxes and automate rules, labels, and cross-system actions without relying only on native Outlook rules.