Try Engage on your own inbox
Connect your stores, bring your real customer messages in and see how much of your inbox Engage clears before you commit.
Engageby 
Automate up to 80% of your unified support inbox for every marketplace, brand and store
Engage AI answers routine buyer messages on its own, from tracking to invoices, while auto-responders cover weekends and busy periods. Your team only sees what needs a person, with the order, stock and profit already open.
Free trial
Human handoff always on
Customers keep your support email
AutomationUp to 80% of your inbox
In every ticketOrder, stock and profit
Engage AIAnswers, or hands over safely
Connecting a channelAbout 1 to 2 minutes
The outcome
Your inbox challenges, sorted
The messages that eat your team's day are the ones Engage automates first. Here is what changes when they stop landing on someone's desk.
100 new messages
Handled automaticallyTo your team
80handled automatically
20sent to your team
Up to 80% of your support inbox, handled without your team
- Engage AI answersDelivery, tracking and invoice questions, answered on their own, using AI credits.
- Auto-responders cover the gapsWeekends and busy periods, with a human-like delay.
- Bulk reply and templatesThe same question from hundreds of buyers, cleared in one go.
- The rest reach your team, ready to answerWith the order, stock and profit already open beside the message.
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The challenge
Sorted“Where is my order?” messages bury everything elseEngage AI answers tracking questions on its own, with the courier link from the live order.
Automated -
The challenge
SortedInvoice requests eat hours every weekEngage AI sends invoice copies itself, and any agent can attach the order invoice as a PDF in one click.
Automated -
The challenge
SortedWeekend and peak-time messages pile upAuto-responder rules reply with reply caps and a human-like delay, so buyers hear back while you're away.
Automated -
The challenge
SortedMessages scattered across every marketplace and brandAmazon, eBay, Shopify, Walmart, OnBuy and Mirakl land in one inbox, sorted by type with a reply countdown.
One inbox -
The challenge
SortedAgents switch between three tools to answer one questionThe order, tracking, stock and profit sit beside every conversation, so the answer is on one screen.
One screen -
The challenge
SortedRefunds approved without knowing what they costSee a refund's real impact before you approve it, with partial-refund suggestions that protect margin.
Margin kept with Linnworks
Up to 80% depends on your message mix and the request types you switch on. Illustrative animation.
Engage AI
Automation that answers customers and knows when to hand over
Choose how AI joins your team. Start with suggested replies, then move to live responses when you're confident.
Suggest replies. AI drafts a reply on each supported ticket. Your team reviews and sends.
Human handoff is always onUnclear, sensitive or unsupported requests go straight back to your team.
Every decision is reviewableTrack results under Activity and review decisions with Human checks.
Delivery and tracking
Tracking links and delivery updates.
AvailableInvoices and payments
Invoice copies and payment questions.
AvailableReturns and refunds
Return steps and refund requests.
Coming soonProduct questions
Specs, details and compatibility.
Coming soonGeneral enquiries
Account and everyday questions.
Coming soon- Message arrivesFrom any connected channel
- AI checks the requestIs it a type you switched on?
- AI drafts or sendsBased on your response mode
- Stuck or sensitive?Escalated to your team
AI credits
Ask us about AI credits
Engage AI runs on AI credits, and you stay in control of the spend
- Credits power each AI replyEvery reply Engage AI drafts or sends uses AI credits.
- You decide where they goPick the request types AI covers, and whether it suggests or sends.
- See what they paid forEvery AI decision is logged under Activity, ready to review.
Why sellers switch
One customer question, two very different workflows
A standalone helpdesk only has the message. Engage already has the order, the stock and the margin, so the answer is on one screen.
Customer on eBay: “My jacket arrived damaged. Can you send me another one in blue?”
Agent needs: order, stock and margineDesk4 steps across 3 tools
- In eDesk1
Read the message
- In your inventory system2
Check blue stock
- In another tool3
Check the margin
- Back in eDesk4
Write and send reply
Engage3 steps on 1 screen
- In the ticket1
Open the ticket
- Same screen2
See stock and profit
- Same screen3
Offer blue and send
Resolvedon one screen
Illustrative workflow and timings; your results will vary. Assumes stock and margin data are kept outside eDesk, as is typical with a standalone helpdesk.
Supported marketplaces
Every channel you sell on, in one inbox
Buyer messages from every marketplace and store land in the same place, whether the channel connects directly or through Mirakl, across all your brands.
Direct connectionsMarketplaces and web stores
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+1
+1
+1
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TikTok ShopComing soon
Via MiraklSame inbox, same workflow as every other channel
+1
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+1- Plus any other Mirakl marketplace
Inside Engage
See how Engage runs your inbox
From the first message to the weekly review, here is what each part of Engage does.
Every message, with what needs you first
Messages from every marketplace and brand land here together, sorted by type with a countdown showing how long is left to reply.
- 1Quick queuesOpen, Overdue, Unassigned, Handed to you, AI drafts ready and Proof of delivery, one click each.
- 2Search and statusFind tickets by subject, order ID, customer or email, then switch between open, in progress, overdue and resolved.
- 3Filters that build a work queueBrand, platform, type, priority, user and AI state. Try Amazon plus Unassigned.
- 4AI and owner at a glanceSee if AI skipped a ticket or handed it to you, and who owns it.
Everything beside the conversation
Your agent never has to switch tabs to answer a customer. The order, product and profit sit right next to the reply box.
- 1Order, stock and activityOrder number, dates, tracking and address, with stock by location one tab away.
- 2Product detailsItem, SKU, ASIN, Linnworks SKU, fulfilment, price and units sold.
- 3Profit breakdownOrder total, fees, shipping, unit cost, tax and estimated profit.
- 4Reply composerTemplates, AI grammar, reply language, invoice, refund and Send & resolve.
Your daily health check
Pick 7 days and all platforms, then check what is still open, what is overdue and what needs a reply right now.
- 1Key numbersNew, open, overdue and resolved tickets, and tickets per order, each against the previous period.
- 2Reply speedFirst reply and time to resolve against a 24-hour target, plus tickets solved in one reply.
- 3When customers write and whyA day-by-hour heatmap, ticket types and tickets per channel.
- 4Team and refundsOpen tickets and resolved counts per person, plus refunds by day, reason and item.
Decide exactly what AI may handle
Switch on the request types AI can work on and choose whether it suggests replies or sends them.
- 1Response modeOff, Suggest replies or Live responses.
- 2Supported requestsDelivery and tracking, and invoices and payments, are available now.
- 3Recent performanceThe estimated share of tickets AI could handle, and how many need your team.
Write once, reuse everywhere
Templates are shared with your whole team. Type an underscore in any reply box to insert one.
- 1Order placeholdersOrder number, total cost, ordered and dispatched dates.
- 2Shipping placeholdersTracking code and URL, shipping address, country and return address.
- 3Product placeholdersSKU, product name, marketplace, and feedback and review links.
Automatic replies that don't look automatic
Cover weekends and busy periods without risking bot loops or marketplace flags.
- 1When and reply withChoose when the rule fires and which template it sends, with a preview first.
- 2Reply capLimit replies to one customer per 24 hours to stop loops with other automatic replies.
- 3Smart delayA short wait before sending stops marketplaces flagging the reply as a bot.
Automation tools
Automate the busywork around every ticket
Built into every Engage ticket, so the work that is left takes minutes, not hours.
- Bulk replyAnswer hundreds of tickets in one go.
- Scheduled sendA 30-minute window to catch mistakes.
- One-click invoicesAttach the order invoice as a PDF.
- Auto-respondersReply caps and a human-like delay.
- AI grammarClear, professional replies in any language.
- Internal notesPrivate notes only your team can see.
- eBay refundsRefund instantly through the eBay API.
- Full analyticsCSAT, response times and team performance.
×Connect Linnworks and every ticket gets sharper
Engage works on its own. With Linnworks connected, agents check stock, offer alternatives and send replacements without leaving the ticket.
Synced from Linnworks
- Orders
- Stock by location
- SKUs and categories
- Parent and alt SKUs
- Purchase orders
- Product costs
Linnworks integration is on the Pro and Enterprise plans. Authorise it in a few clicks and stock, SKU and order data flow into Engage straight away.
See the Linnworks integration
How Engage compares
Built for ecommerce, not adapted for it
eDesk and Replyco are general helpdesks. Engage is the only one with profit and stock in every ticket, plus AI agents that resolve tickets.
| Feature | Engage | eDesk | Replyco |
|---|---|---|---|
| Unified ticket inbox | |||
| Amazon, eBay, Shopify and B&Q | |||
| Estimated profit in every ticket | |||
| Stock availability per locationwith Linnworks | |||
| Parent and alternative SKU visibilitywith Linnworks | |||
| Refund approval from support to finance | Partial | ||
| Auto-export refunds to Excel | |||
| Smart delay that mimics a human | |||
| AI agents that resolve tickets | Partial | ||
| Built into a profitability dashboard |
eDesk and Replyco details are based on publicly available information (October 2026) and can vary by plan.
Getting started
How each channel connects
Some channels are picked up automatically. Most need one quick step, and Engage Setup shows exactly what each store needs.
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AutomaticZero setup
WhatSales channelsPicked up from WhatSales with no extra work.
Shows as Active & Monitored -
Engage email1 to 2 min
Add your Engage email in the marketplace’s settings.
Notifications › Messaging -
ForwardingOne-time
Other channelsForward your support email, or connect via SMTP.
support@ → your Engage address -
Sign-in or API key1 to 2 min
Sign in to eBay, or paste your B&Q API key.
eBay › Agree and Continue
Your first day with Engage
Six steps from connected to fully running.
- Morning1Finish setup
Connect every store until all show Receiving messages.
- Morning2Add details
Return address, courier tracking links and invoice template.
- Midday3Templates
Replies for your most common questions, with placeholders.
- Midday4Automate
Auto-responder rules for weekends and busy periods.
- Afternoon5Switch on AI
Start in Suggest replies, then move to Live responses.
- End of day6Work and review
Clear tickets, process refunds and track the dashboard.
Help whenever you need it
Step-by-step guides for every part of Engage, and a team that replies.
Engage help articles28 walkthroughs with screenshots, from setup to Engage AI
support@whatsales.comSetup, channels, tickets, AI or anything else
Help button inside EngageChat with us, report an issue or search guides from any page
Quick answers to popular questions
Can't find what you're looking for? Email support@whatsales.com and we'll help.
What does “automate up to 80%” mean?
It is the share of incoming messages Engage can handle without an agent: Engage AI answering the request types you switch on, such as delivery and tracking or invoices, auto-responders covering weekends and busy periods, and bulk replies with templates for repeated questions. Your own rate depends on your message mix and the request types you switch on.
Which marketplaces does Engage support?
Amazon, eBay, Shopify, Walmart and OnBuy connect directly. B&Q, The Range, Debenhams and any other Mirakl marketplace arrive in the same inbox through Mirakl. More channels are coming soon, including TikTok Shop.
Will my customers notice anything different?
No. For email-based channels you forward your existing support address to Engage, so customers keep writing to the same address and see no change.
Does Engage AI reply to customers on its own?
Only if you choose Live responses, and only for the request types you switch on. In Suggest replies mode AI drafts and your team sends. Human handoff is always on, so unclear, sensitive or unsupported requests go straight to your team. Engage AI uses AI credits.
How do AI credits work?
Engage AI runs on AI credits. Each reply Engage AI drafts or sends uses credits. You choose which request types AI covers and whether it suggests replies or sends them, so you stay in control of how many credits you use. Every AI decision is logged under Activity.
How do refunds work?
With instant eBay refunds switched on, eBay refunds go through the eBay API straight away. Refunds on other platforms, or on eBay with instant refunds off, wait in an approval queue so you can process them in one batch whenever suits your team.
Can I use Engage without Linnworks?
Yes. Engage works as a helpdesk on its own. Connecting Linnworks, available on the Pro and Enterprise plans, adds live stock by warehouse, alternative SKUs, replacement orders and refund impact inside every ticket.
Is there a free trial?
Yes. Start a 14-day free trial, connect your stores and run Engage on your real customer messages before you commit.
Your inbox challenges, sorted
Automate up to 80% of your support inbox across every marketplace, brand and store, and give your team only the messages that need them.
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