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Kyloth

Messages your shop sends

What goes out automatically, how to tell whether it arrived, and why there is no mailing list yet.

User guide
These guides describe implemented workflows. You still need an account and access to the product; individual features can have separate requirements.

Where: Dashboard, Settings and any order

Your shop sends order emails to buyers on its own, when the buyer left an email address and you have not switched that message off: order received, payment confirmed, payment not completed, shipped with the courier and tracking you entered, delivered, and cancelled. Each says only what happened. None carries an offer, a delivery date or a promise about how long a refund takes. You also get an alert when an order is placed.

Buyer emails are sent from Kyloth's email account, in your shop's name, and need that account to be configured on this Kyloth. Until it is, nothing is sent: each order's page says Not sent and why, and you can use WhatsApp from the order page as before. Replies go to the reply-to address you set under Settings, Buyer messages, or to your shop contact email if you have not set one.

Open any order and you will see what was sent for it and what happened to each message. That is the page to check when a customer says they heard nothing. It shows the failures as plainly as the successes, because those are the two you most need to tell apart. Send again repeats one message after a confirmation; it emails the buyer a second time.

  • Sent means we handed it to the mail provider. Delivered appears only when the provider reports it reached the buyer's mail server. Whether it landed in the inbox or the spam folder is not something anybody can see from here.
  • May have been sent means the provider did not confirm either way. Kyloth never resends these by itself. Check with the buyer, then use Send again if you need to.
  • Not sent, email is not set up means this Kyloth has no email account configured, so nothing left. Your customer got nothing.
  • Not sent, address bounced or marked as spam means the buyer's address refused a message or was reported as spam. Kyloth stops emailing that address for your shop. Check the address on the order.
  • Nothing at all is normal. Most cash-on-delivery buyers do not leave an email address, so there was nothing to send to.
  • SMS and WhatsApp are not available for buyer messages. They need approved templates and registrations that Kyloth has not completed.
  1. Open Settings and select Buyer messages. The owner or an admin can change these; staff can read them.
  2. Set the reply-to email: where a buyer's reply goes. Choose Save message settings.
  3. Switch off any message you do not want your buyers to get. Turning one off does not affect the order, and a switched-off message shows on the order as not sent because you switched it off.
  4. Select Preview to see a message with sample data, exactly as a buyer would get it. Select Send me a test to send the sample to your own verified email address. Test messages are limited to a few an hour, and are not sent while email is not set up on this Kyloth.
Before you continue
There is no way to write your own email to your whole customer list yet, and that is deliberate rather than missing. Shoppers can now agree to hear from you and stop without asking you, and the automatic follow-ups described on the next page use that record. A message to a list needs one more thing first: a way to see bounces and spam reports as they arrive, because sending without it is how a shop loses the ability to reach anyone at all, including the customers waiting on an order.

WhatsApp works differently and always has. Order pages open WhatsApp with the message already typed and you press send yourself, so it comes from your own number and the customer can reply straight to you. That is usually better than an email, and it is why we have not rushed to automate it.

SMS needs an account in your own name. Indian rules require every sender and every message template to be registered against the business sending them, and that registration has to be yours rather than ours. So SMS will always run on an account you connect.