Kraken Workshop - Ink
What this course covers:
- How we communicate with our customers.
- What an Ink looks like.
- How to navigate to Ink on Kraken.
- How to tell whether a customer has opened an Ink
What is Ink?
- This is the platform we use to communicate digitally, with our customers.
- Ink is built into Kraken to support effective and consistent communication.
- This covers our emails, but also text messages, app alerts and even lets us know when a customer has called in or if a complaint has been raised.
EXPLORE THE IMAGE
Start a new conversation
Amend settings
Search existing conversations
Back
This shows the emails assigned to you, or any other team "bucket" (our term for inbox)
Back
Shows us every attachment or photo that we've ever received from that customer
Which team bucket the thread is assigned to
Status of the email thread. Will show one of the following: 1. Open Customer Replied2. Waiting for reply 3. Closed
Search for key words in email thread
Who is assigned to this email thread
Back
Will generate a short paragraph explaining what has been discussed with the customer.Saves time reading through previous emails for context.
This is the text box where we can write our replies and use the buttoms at the bottom to add links and attach files
Back
This section is like a mini-Kraken and shows us information about the customers details.We can do things like add meter readings here as well!
Back
How can we find Ink on Kraken?
- We can use the 'Open in Ink' button at the top of an account
2. We can open any messages on the 'Events' Tab and find the same button there
You can click on this button, which will take you to your inbox and show you how many emails are currently assigned to you
You can also see whether a customer has opened any email sent...
- Navigate to the 'Events' tab
- Select the email that you want to view
- Scroll to the bottom of the email
- Here you can see whether the customer has opened the email, how many times they have opened the email and when
That's it!
Kraken Workshop - Ink
Nia Seenan
Created on February 20, 2026
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Transcript
Kraken Workshop - Ink
What this course covers:
What is Ink?
EXPLORE THE IMAGE
Start a new conversation
Amend settings
Search existing conversations
Back
This shows the emails assigned to you, or any other team "bucket" (our term for inbox)
Back
Shows us every attachment or photo that we've ever received from that customer
Which team bucket the thread is assigned to
Status of the email thread. Will show one of the following: 1. Open Customer Replied2. Waiting for reply 3. Closed
Search for key words in email thread
Who is assigned to this email thread
Back
Will generate a short paragraph explaining what has been discussed with the customer.Saves time reading through previous emails for context.
This is the text box where we can write our replies and use the buttoms at the bottom to add links and attach files
Back
This section is like a mini-Kraken and shows us information about the customers details.We can do things like add meter readings here as well!
Back
How can we find Ink on Kraken?
2. We can open any messages on the 'Events' Tab and find the same button there
You can click on this button, which will take you to your inbox and show you how many emails are currently assigned to you
You can also see whether a customer has opened any email sent...
That's it!