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Integration • bring email into the same support workflow

Email Integration (Bring Email Support into One Workflow)

Email still matters for escalations, refunds, and official communication. ShuttlePro brings email conversations into the same shared inbox as WhatsApp and social DMs—so follow-ups stay owned and trackable.

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See WhatApp Business API →

Typical go-live: 2 -5 Days

ShuttlePro’s email integration brings email conversations into the same shared inbox as WhatsApp and social DMs—so teams can assign ownership, collaborate, and convert exceptions into tracked tickets.

Works best when WhatsApp Business API is connected too.

Why it matters

Email still matters for escalations, refunds, and official communication—especially when a WhatsApp thread turns serious.

✓  Context gets split across tools (email vs WhatsApp vs DMs)

✓  Ownership becomes unclear across shifts and roles

✓  Follow-ups are missed when threads are not tracked

Outcome: Unifying email keeps one operational view of the customer.

How it works

Connect → route → assign → escalate → review.  No technical documentation on this page.

Most teams combine this with WhatsApp

1

Connect your support email

Connect your support email to ShuttlePro.

2

Route messages into the unified inbox

Emails appear alongside WhatsApp and social DMs.

3

Assign ownership + collaborate

Use assignments, internal notes, and handoffs.

4

Escalate exceptions to ticketing

Track refunds/complaints and follow-ups with tickets.

5

Review outcomes (optional)

Use KPIs and audit trails for coaching and accountability (if enabled).

Related: Ticketing & complaints • Audit trail • Agent KPIs

Key Features

Email handled like a first-class channel inside the same workflow as WhatsApp and social.

✓  Email handled inside the same inbox as WhatsApp/social

✓  Ownership and assignment to reduce missed follow-ups

✓  Internal collaboration and handoffs

✓  Ticket escalation for complaints/exceptions

✓  Consistent workflow across channels

Use cases (Ecommerce Support)

Where email still shows up—and why it shouldn’t live outside the support workflow.
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Refund/escalation threads

Tracked with ownership instead of floating inboxes.

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Courier/vendor escalations

Email escalations linked to ticketing and follow-ups.

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Proof conversations

Invoices/screenshots attached to the same case.

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Shift handoffs

Continuity across agents without re-explaining context.

What makes ShuttlePro different

Email isn’t isolated—it’s connected to WhatsApp-first operations.

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WhatsApp-first operations

Email support connects to WhatsApp-first workflows (not a separate tool).

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Courier/vendor escalations

Exceptions become tickets with ownership and accountability.

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Omnichannel without rework

Expand into omnichannel without changing your workflow.

FAQs

Short answers to common questions customers ask before booking a demo.

Email often handles escalations and official threads—unifying it prevents context loss and missed follow-ups.

Can emails be assigned to specific agents? Yes—ownership and assignment are core to the inbox workflow.

Can email escalations become tickets? Yes—exceptions and follow-ups can be tracked with ticketing.

It centralizes handling workflows; how it integrates depends on your existing setup.

Can I unify email with WhatsApp and social DMs? Yes—this is the main value: one workflow across channels.

Typical go-live is 2–5 days, depending on channels and setup scope.

Want email and WhatsApp handled in one support workflow?

Chat on WhatsApp and share your channels + team size—we’ll recommend a rollout plan.
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