MimiDesk

For teams · E-commerce teams

Every order question, one desk

Order questions, returns and delivery updates arrive all day. They are worked in one desk, with the customer's whole history beside each reply — and as WhatsApp, chat and SMS arrive, they join the same conversation.

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A day on the desk for e-commerce teams — stylised illustration.

The problem

Peak season buries the questions that matter

When a sale starts, delivery questions arrive by the hundred and a real complaint gets lost among them. Agents answer the same question in slightly different words all day. The customer who wrote twice gets two different replies.

How it works

How e-commerce teams works in MimiDesk.

  1. 1

    Clear the delivery questions

    Canned responses cover the questions that repeat, and the agent adjusts each one to the order in front of them before it goes.

  2. 2

    Sort the queue by tag

    Automation rules tag returns, delivery and payment questions as they arrive, so each group reaches the people who handle it.

  3. 3

    Draft the careful replies

    For a refund dispute, ask Mimi to draft from the conversation. She marks what she cannot know, such as an amount, for the agent to fill in.

  4. 4

    Hand over between shifts

    A summary from Mimi tells the evening shift what each open customer wants and what they are waiting for.

  • Every channel, one conversation

    Email arrives today, threaded by customer. As WhatsApp, Telegram, live chat and SMS arrive, they join the same conversation rather than a new queue.

  • Canned responses that stay human

    Saved replies for the questions that repeat, sent by a person, tuned to the conversation.

  • Peak season without the chaos

    Assignment, response goals and bulk actions keep a busy queue owned — and Mimi catches people up between shifts.

Questions

MimiDesk for e-commerce teams: common questions.

Can MimiDesk handle WhatsApp and live chat for our store?

Email through Microsoft 365 is available now. WhatsApp, Telegram, SMS and live chat are coming soon; as they arrive, they join the same customer's conversation instead of a separate queue.

Does MimiDesk show order details from our store platform?

Not today. The history beside a reply is the customer's conversations, not their orders. Agents can record order references in custom fields and tags on the conversation.

How do we keep replies consistent across a large team?

Canned responses give every agent the same starting point, and internal knowledge holds the policies behind them. A public help centre for customers is on the way.

Can Mimi reply to order questions automatically?

Not yet. Mimi drafts replies for an agent to review and send. Resolving routine questions herself is on the way, within limits the workspace sets and with each action recorded in the audit log.

Other teams

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