Conversations

Every chat from your store lands in Inbox. Select Inbox in the dashboard menu to open your conversations.

Views#

Switch views at the top of the list:

• All: every conversation, newest activity first.
• Waiting: shoppers who asked for a person and are waiting for a reply. The longest wait comes first.
• Review: chats the assistant flagged because it couldn't answer.
• Topics: chats about Products, Orders, Returns, Discounts, Carts or Policies & FAQ.

With more than one store, pick a store or All stores.

Search#

Search by name, email or visitor code, like #6eefd. Type 3 or more letters to search message text too.

Read a row#

• A dot and a bold name mean new messages.
• A green dot means the shopper is on the store now.
• Badges show the wait time, topics, Needs review, Return requested and the cart, like Checkout link sent or In cart.

Live shoppers#

For website chats, the header shows Online while the shopper is on your store, or when they left, like Left 3m ago. On Pro it also shows the page they're on. You see when a shopper is typing.

On Pro, Visitor in the details panel shows the shopper's location, local time, device, language and the pages they viewed.

Mark done#

When you've helped a waiting shopper, select Mark done. The chat leaves Waiting and the assistant answers again. In the Waiting view, the next waiting chat opens.

Mark as read or unread#

Opening a chat marks it read. To come back to it later, open More and select Mark as unread, or press U.

Do many at once#

Open a row's menu and choose Select. Tick the chats, then choose Mark done, Mark as read, Mark as unread or Mark as reviewed. In the Review view, the boxes are always there.

Needs review#

A chat is flagged when the assistant couldn't answer. Read it, help the shopper if needed, then select Mark as reviewed. To teach the assistant, answer the question in Unanswered questions.

Other actions#

From More in a chat:

• Copy link to share the chat with your team.
• Download transcript as a text file.
• Block visitor to stop someone chatting on this store. Unblock them from the same menu.