Inbox
Manage all convesations from customers
What is Inbox
Inbox is your central hub for managing all customer conversations across multiple channels.
It brings together messages from live chat, email, Facebook Messenger, and other connected channels into one workspace
You can easily track, respond to, and organize every customer interaction.

What Inbox helps you do
How to use Inbox
Access your inbox
Go to Chatty in your Shopify admin
Click Inbox tab in the main navigation
Or click Go to inbox from Dashboard
Your inbox opens with the conversation list on the left and chat details on the right.
CustomersRespond to conversations
Send messages
Select a conversation from the list
Click the message input field at the bottom
Type your message
Press Enter or click Send
Change send behavior
By default, pressing Enter sends your message. You can change this in settings (Settings → Inbox settings → Message preference)

Learn more about responding in chat zone.
Chat zoneFilter conversations
Filter by status
Click filter options in the filter menu or at the top of conversation list
Select Open, Resolved, Starred, Blocked, Unread
Conversation list updates to show only matching conversations
Filter by channel
Click channel icons in the filter menu
Select specific channel (Online store, Live chat, Email, Messenger, Instagram, Whatsapp)
View only conversations from that channel

Filter by assignee
Select Your inbox (Conversation assigned to you), Unassigned from the filter menu; or select an assignee in the list at the top of conversation list
View conversations assigned to that assignee.

Manage conversations
Mark as resolved:
Open the conversation
Handle the customer inquiry completely
Click Resolve
Conversation moves to Resolved filter.
Learn how to resolve conversations automatically.

Star conversations:
Open important conversation
Click star icon
Find starred conversations in Starred filter
Delete conversations:
Open conversation to delete
Click Delete
Check customer details
See important customer information while chatting:
Contact information (email, phone)
Order history and purchase details
Customer tags and notes
Pages they've browsed on your store
Real-time actions:
View FAQs
Add products to empty cart (with product details)
Add products to existing cart (with product details)
Remove products from cart (with product details)
Place an order
These behaviors help you understand customer intent and respond appropriately.
Conversation detailsUse with team members
When working with team members:
Assign conversations: Select team member in conversation details
Add notes: Leave context for teammates handling the conversation
Track assignments: Filter by assigned conversations
Collaborate: Multiple team members can view conversation history
Learn more about team collaboration.
TeamLast updated
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