Every incoming email is tracked with an owner and a reply-time target, visible across the organisation inside Wenodo’s Microsoft 365 environment.
Customer issues don’t usually escalate. They sit quietly in inboxes. We built SupportSight to surface them while there is still time to act.
Key metrics
Zero
Unseen customer emails
down from one to three days of silent delay
0+
Mailboxes monitored
shared and personal inboxes, unified into a single view
0+
Customers tracked end to end
every thread with ownership and reply status
0 h
Reply-time targets
tracked live across teams
The opportunity
More than 160 customers writing in across 25 mailboxes, with no way to tell which thread was still waiting.
Wenodo’s support organisation handles customer conversations across shared support addresses and individual inboxes. There was no single queue, no shared view of pending work, and no way to reliably tell whether a thread had already been answered or was still waiting.
The limitation is structural. Microsoft Outlook and Microsoft Graph store messages, not conversation state. There is no field that confirms whether a thread has been replied to. That has to be derived by reconstructing the full conversation across Inbox and Sent Items.
Without that, unanswered and slow-moving emails can sit undetected for days. Customers rarely escalate immediately. They go quiet, and by the time it shows up, it is already a retention issue.
Two inboxes per customer, no shared visibility
Shared and personal mailboxes each held part of the conversation. Managers had no single view of the full thread.
Messages visible, status unclear
Outlook showed that an email had arrived, but only when someone was looped in. It did not show whether the customer was still waiting, or how the conversation was evolving over time.
Delays of one to three days
Pending work was not visible. Load balancing across teams was reactive rather than informed.
No defined ownership
Responsibility depended on who opened the email first. There was no structured ownership or collaboration model.
The impact
The conversations that need attention are now visible without changing how teams work
SupportSight runs inside Wenodo’s environment and reads authorised mailboxes through Microsoft Graph. It reconstructs each customer conversation, determines whether it is pending or responded, assigns ownership, and tracks reply-time targets.
Teams continue using Outlook as they do today. No email leaves Wenodo’s VPC.
Zero
Conversations that go unnoticed
Every thread is reconstructed across monitored inboxes and marked as pending or responded within minutes. Auto-replies and system messages are excluded.
24 h
Reply-time targets tracked live
Each thread is measured against team targets, whether within range, at risk, or breached. Conversations close to breach surface first. Targets can be configured for business hours or 24/7.
160+
Customers with full visibility
A single view of pending, at-risk, and breached conversations across teams. Agents see their queue, leads see team load, and leadership sees the full system. Customer sentiment trends are derived over time, and conversations are linked with CRM data to highlight accounts where delays may impact future opportunities.
5X
Improvement in response consistency
Pending counts, breaches, and workload imbalance are tracked over time. Teams that were previously reacting after delays now operate with a clear view of what needs attention. In Wenodo’s case, this translated into a 5X improvement in response consistency across customer conversations.
0
Email bodies stored by the AI layer
The AI reads signals like sentiment and urgency when needed, but stores only derived outputs. It runs separately and does not affect the core system.
The stack
What it runs on.
- Mail source
- Microsoft 365 through Microsoft Graph, 25+ authorised mailboxes, Inbox and Sent Items
- Identity
- Microsoft Entra ID single sign-on; only provisioned users can sign in
- Deployment
- A Docker stack in Wenodo's own cloud account, single tenant
The road ahead
The queue is visible. Next is reducing response time.
The system already measures time to first response, pending counts by team, and breaches per cycle, and makes this visible across the organisation in near real time. The next iteration focuses on acting on this data inside the reply workflow itself.
- 1
AI-drafted replies for human review and sending directly from the application
- 2
An Outlook add-in so thread status is visible within email
- 3
Business-hours-aware reply-time tracking and webhook-based ingestion
Talk to us
Want to reduce churn and improve response consistency across your support teams?
We unify your inboxes, identify what is still waiting, and help your team act on it before it becomes a customer issue.
