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Overview

Knead emails your customers at the key moments in an order — an acknowledgement, a quote, an invoice, a receipt, a delivery reminder, and more. These keep your customers in the loop without you sending messages by hand. And every one of them is yours to reword: you can edit the subject and body of all of them at Settings → Templates.

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The moments Knead can email your customers

There are 15 moments Knead can send an email for. Some go out on their own; others open a draft you review and send. Here’s the full set.

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Sent automatically

These fire on their own — you don’t have to do anything:
  • Inquiry received — a customer submits your order form.
  • Order confirmed — an order is confirmed.
  • Order ready — you mark an order ready.
  • Delivery reminder (24 hours) — the day before fulfillment.
  • Delivery reminder (1 hour) — shortly before fulfillment.
  • Missed pickup — a pickup window passes without collection.
  • Payment received — a customer pays (this is their receipt).
  • Payment reminder — a balance is still outstanding. See Payment Reminders.
  • Review request — about 24 hours after an order is completed, if you’ve turned it on. See Message Templates.

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You review, then send

For these, Knead drafts the email from your template and opens a panel so you can edit and send it — or skip it:
  • Inquiry accepted and Inquiry declined — drafted when you accept or decline an inquiry. See Inquiry Emails.
  • Quote sent and Quote revised — sent when you send a quote or a new version of one. See Revising and Versioning Quotes.
  • Order declined — a polite “I’m not able to take this on” note.
  • Invoice sent — you can edit the subject and message on the send page before it goes out. See Creating and Sending Invoices.
Good to know: not every status change triggers an email. Only customer-relevant moments — like “Order ready” or a delivery reminder — send notifications. Internal changes, like a cancellation you record on your side, 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’ve uploaded one.
  • Your brand colors are reflected in the email design.
  • Your inbox email address ({slug}@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 straight to your Knead inbox. You don’t 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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Customizing what these emails say

You’re in charge of the wording. Every one of the 15 moments above is an editable card at Settings → Templates, with its own subject line, message body, merge-field chips, and a live preview. Rewrite them to sound like you, or leave a subject blank to turn that email off entirely and use the wording as an inbox snippet instead. For the full walkthrough — including merge fields, quick replies, and review requests — see Message Templates.
Still need help? Contact us