A customer writes to the project's address for twenty jerrycans of "the degreaser from last time", hydraulic oil and floor paint. Esan reads the catalogue, the price list, the customer's terms and their order history, sees that "last time" could be two products, quotes the latest and flags it, works out the 12% discount, the free delivery and the VAT in code, fills in the company's own template and leaves the reply, PDF attached, as a draft nobody has sent.