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Overview

Knead sends automatic emails to your customers at key moments in the order process. These emails keep your customers informed without you needing to send messages manually.

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Automatic Emails Knead Sends

Here are the emails your customers receive and when they are triggered.

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Order Confirmation

Trigger: A customer submits an order through The Board. The email confirms that their order was received. It includes:
  • Order summary (items and quantities)
  • Requested fulfillment date
  • Fulfillment method (delivery or pickup)
  • Your business name and contact info
This gives the customer immediate reassurance that their order landed safely.

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Invoice Sent

Trigger: You send an invoice from the order. The email delivers the invoice to the customer with:
  • Itemized list of products and prices
  • Total amount due
  • A link to pay online (if you have Stripe connected)
  • Payment instructions
Customers can tap the payment link to pay directly. No account creation required on their end.

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Payment Received

Trigger: A customer completes a payment. The email confirms their payment went through. It includes:
  • Amount paid
  • Payment method summary
  • Order reference
  • A thank-you message
This serves as their receipt. Customers often save this email for their records.

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Order Status Updates

Trigger: You update the order status (for example, marking it as ready for pickup or out for delivery). The email notifies the customer of the change. It includes:
  • Updated order status
  • Any relevant instructions (pickup location, delivery window)
  • Your business contact info
Good to know: Not every status change triggers an email. Only customer-relevant updates — like “Ready for Pickup” or “Out for Delivery” — send notifications. Internal status changes stay internal.

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What the Emails Look Like

All notification emails carry your business branding:
  • Your business name appears as the sender name.
  • Your logo displays at the top of the email if you have uploaded one.
  • Your brand colors are reflected in the email design.
  • Your inbox email address (@inbox.kneadapp.co) is the reply-to address.
The emails are clean, mobile-friendly, and focused on the information your customer needs. No clutter.

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How Customers Can Reply

When a customer replies to any Knead notification email, their response goes to your Knead inbox. You do not need a separate email client to manage replies. This creates a natural conversation flow:
  1. Knead sends an order confirmation.
  2. The customer replies with a question about their order.
  3. The reply appears in your Knead inbox, linked to their client profile.
  4. You respond from the inbox.
Pro tip: Because replies land in your inbox, you can keep all customer communication in one place. No need to check a separate email account.

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Emails You Cannot Customize

The content and timing of automatic emails are managed by Knead. You cannot edit the email templates or change when they are sent. This ensures your customers always receive accurate, timely information. If you want to send a custom message to a customer — a thank-you note, a follow-up, or pickup instructions — use your Knead inbox.
Still need help? Contact us