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Kiero OMS guides for orders, catalogue, inventory, integrations, shipping, documents, returns, complaints and workflow automation.

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About 2 min readGuide for the current Kiero OMS version

Messages and Customer Communication Module

Efficient communication is the foundation of successful online sales. The messages module in Kiero OMS consolidates all correspondence from multiple Allegro accounts, email inboxes, and system notifications into a single, shared workspace. Forget about switching between different email clients and seller dashboards.

1. What's Included in the Module?

  • Shared Inbox: Aggregation of incoming emails (IMAP/SMTP), queries from Allegro Message Center, and marketplace disputes.
  • Slack and Telegram Integration: Connect notification bots for your customer service team to alert them about critical system events.
  • Message Templates: Predefined response patterns supporting dynamic variables (customer name, tracking number, document download links).
  • Correspondence History in Order Card: Automated linking of messages to specific orders based on email address or encrypted Allegro alias.

2. What Can You Do as a Merchant?

  • Reply Way Faster: Use templates for recurring questions (e.g., “Where is my parcel?”, “Send me the invoice”) — the system will automatically insert the order details.
  • Control Handling State: Filter conversations by channel and status, star or defer them, and check who sent a reply.
  • Avoid Duplicate Replies: Conversation history and responder information help coordinate work without implying a separate case-assignment system.

3. What Do You Get?

  • Less switching between panels: The shared inbox combines supported channels with order context.
  • Deadline control: Filters and statuses help find conversations that need a reply.
  • Response history: The team can review correspondence and the responder.

4. Automation Capabilities (Automations)

  • Autoresponders and Message Rules: Set up automatic messages sent outside business hours or automated replies confirming message receipt with expected response times.
  • Low-stock alerts: An automation rule can notify Slack or Telegram when a configured threshold is crossed.
  • Automated Trigger Messages: Set up automatic emails to buyers at key stages of the order fulfillment process (e.g., packing notices, invoice download links, or PDF product manuals after successful delivery).
CustomersAllegro autoresponder