3 min read

Inbox

The Inbox app puts a chat button on your store. Shoppers ask questions while they browse, and your team answers from Sales channels → Inbox → Conversations. It works like Shopify Inbox: the list of chats on the left, the open chat in the middle, and the customer on the right.

Turn it on

1. Go to Apps, find Inbox under Built-in apps and click Install. It is free.
2. Open Sales channels → Inbox → Settings to set your greeting, your team’s hours, the away message, and whether guests are asked for an email or phone.
3. Save a few Quick replies (type / in the reply box to use them).

AI help while you reply

When AI is on for your store (Settings → AI, the Assistant switch), every chat gets help for the person replying. Nothing is ever sent by itself: you always read, edit and send.

Suggested replies

When the shopper’s message is the newest one, up to three short reply drafts appear above the reply box.

• Click a draft to put it in the reply box. Change anything you like, then press Send.
• Click the refresh button next to Suggested replies for new drafts.
• Drafts use your real store data: the product the shopper is looking at and the products their question names (price, in stock or sold out), your policy pages, your shipping rates and the notes you gave the AI agent in Inbox → Settings → AI agent.
• For a shopper who is signed in, drafts can quote their orders: order number, payment and delivery state, courier and AWB number. Team members who cannot see orders get drafts without them.
• Drafts follow the shopper’s language: English, Hindi, or Hinglish (Hindi typed in English letters), the way they wrote.
• The AI never makes up a price, stock, delivery date, discount or refund. When your data does not answer the question, the draft asks the shopper a question or says the team will check.

Chat summary

Chats with six or more messages open with a Chat summary at the top: what the chat is about, and what the shopper is still waiting for from your team. It is written in your admin language. Click the refresh button on the summary to write it again after new messages.

What it costs

Suggestions and summaries count against your store’s monthly AI credits, like the AI assistant (Settings → AI shows what is left). A chat you open again in the same session reuses its suggestions and summary instead of asking again. Turn the Assistant switch off in Settings → AI to hide the AI help.

The customer panel

Beside the chat (or behind Customer in the chat header on a smaller screen) you see:

• Who it is: signed in (verified) or a guest, new or returning, their name, email and phone, and a link to the customer. A guest who typed an email that matches a customer shows as a Possible match, without their orders, because the email is not proven.
• Cart: what is in their cart right now.
• Recent orders and total spend (for team members who can see orders).
• Activity: the product page they are on, the pages they chatted from, where they are (their saved address) and their last order with its delivery and payment state.
• Customer note, when you saved one.

Good to know

• The AI agent that answers shoppers by itself (Inbox → Settings → AI agent) is a separate switch. Suggested replies and the summary work whether it is on or off.
• Team notes (the Note switch in the reply box) are only for your team. The AI reads them as background but never puts them in a draft.