Portal · customers who keep asking the same things
Order status, invoices, delivery changes, and “how do I…?” land in a shared inbox because customers have nowhere else to look. The answers already exist in your systems and your docs.
What Portal does: gives each customer a signed-in place for their account, and an AI chatbot that answers from your knowledge and that customer’s own data.
Who it is for: companies whose customers need status and documents more often than they need a new ticket. How Portal works.
Mail · the inbox that still runs the operation
Support, finance, and sales still work from Microsoft 365. The next step lives in a CRM, an ERP, or a helpdesk. Mail keeps that path as rules your team can open and edit.
The four workflows below are the ones Mail is built around. Start with the mailbox that creates the most manual work.
Shared inbox automation
Support, info, and operations inboxes fill because several people watch the same folder. Mail gets answered twice, or not at all. Native Outlook rules can file messages; they rarely give the team a shared, labelled view plus a next step in another system.
What Mail does: match incoming mail on sender, subject, body, or attachments; apply labels; assign or notify; optionally create a ticket or post to Teams or Slack when a connector is installed.
Who it is for: support and operations teams on Microsoft 365 shared mailboxes.
Invoice and order mail
Supplier invoices and order confirmations land in finance@ or invoices@ as attachments. Someone downloads, names, and keys them into ERP. Exceptions sit until someone notices.
What Mail does: label supplier and invoice mail, trigger connector actions toward ERP where configured, and flag exceptions for a person instead of leaving them in an unsorted folder.
Who it is for: finance and purchasing teams that already receive operational mail in Microsoft 365.
CRM and lead follow-up
Sales still lives in Outlook. Replies to quotes and inbound interest sit in personal or shared sales mailboxes. CRM is updated later, or not at all, so pipeline reporting lags the inbox.
What Mail does: detect matching replies or inbound mail, apply sales labels, update contacts or opportunities through CRM connectors, and alert the sales channel when a rule fires.
Who it is for: sales teams on Microsoft 365 that also run Salesforce, HubSpot, Dynamics 365, or similar CRM.
Ticket and case creation
Priority customer mail should become a case, not another unread item. Copying from Outlook into a helpdesk is slow and inconsistent.
What Mail does: when mail matches the conditions you define, open a ticket or case in the connected helpdesk and keep a label on the message so mail and ticketing stay reconcilable.
Who it is for: support teams that use Microsoft 365 mail plus a ticketing tool such as Zendesk or a comparable connector.
First Line · questions about the systems you run
These are the questions that used to wait on the person who knows the ERP, the CRM, the report, and SharePoint: why invoices are missing, why SI-5846 will not post, why the CRM and Power BI disagree, and where the SharePoint site for an opportunity is when it is not connected.
What First Line does: checks how that system works, the documentation, and the live record through MCPs. Then it fixes the issue, when you have allowed that change, or walks the person through the same steps.
Who it is for: finance, sales, operations, and the internal support team who get these questions first. How First Line works.
How to start
Pick one system. Talk to us and we’ll map the first setup. For Mail, you can also start free and connect Microsoft 365 yourself.