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Overview

Every inquiry that comes through your order form kicks off two friendly touches: an automatic acknowledgement the moment the customer submits, and a pre-drafted email you can send when you decide to accept or decline. Both are drawn from your saved templates, so they sound like you without any typing.

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The automatic acknowledgement

When a customer submits your order form, Knead immediately sends your “inquiry received” email so they know their request landed and you’ll be in touch. This one goes out on its own — you don’t have to do anything. Want to change what it says? Edit the Inquiry received card at Settings → Templates. If you clear its subject line, no acknowledgement email is sent — the wording is used only as an inbox snippet instead.

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Accepting or declining an inquiry

Open an inquiry from Orders → Inquiries (/orders/inquiries/{id}). When you click Convert to Order or Decline, a pre-filled email panel slides open — “Send an accept email?” or “Send a decline email?” — drafted from your template. From the panel you can:
  1. Read the draft, already filled in with this customer’s details.
  2. Edit the subject and message if you want to add a personal note.
  3. Click Send Email to send it, or Skip to move on without emailing.

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Send and Skip are independent of the status change

The email and the status change are two separate things. Whether you Send Email or Skip, the inquiry is still converted to an order (or still declined) — skipping just means no email goes out for that step. So you’re always free to reach out your own way instead, and the order still moves forward.
Good to know: the “inquiry declined” note is a warm “I’m not able to take this on right now” message. It’s the polite version of a no, and it’s entirely optional to send.

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Other assisted emails

The same “edit, then Send or Skip” pattern shows up at a few other moments so you’re always in control of what reaches a customer:
  • Quote revised — after you revise a quote, a “Let your customer know?” panel opens so you can send the new version with a note. See Revising and Versioning Quotes.
  • Invoice sent — on the invoice send page, you can edit the subject and message before it goes out. See Creating and Sending Invoices.
  • Payment receipt — when a customer pays, Knead automatically sends them a receipt. No action needed on your end.

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Changing what these emails say

Every one of these drafts starts from a lifecycle message you can rewrite. Head to Settings → Templates to set the subject and body for Inquiry received, Inquiry accepted, Inquiry declined, and the rest — Knead will draft from your version every time.
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