Most of your replies happen in the reply box at the bottom of an existing conversation, here's how it works. To message a customer who hasn't contacted you first, see Starting a new conversation below.
Reply or Note
Switch between the two modes using the toggle at the top of the reply box.
- Reply : sent to the customer on this conversation’s channel.
- Note : visible only to your team, never the customer. Type
@to mention a teammate.
Composing your message
- CC / BCC : click
CCorBCCnext to the recipient to add more addresses. - Attachments : attach up to 5 files, 10 MB each.
- Macros : type
/for a quick search, or use the Macros button in the toolbar.
Drafting with AI
Click Draft (or Expand with AI if you’ve already started writing) and the AI Agent writes a reply grounded in the customer’s real order history.
Not quite right? Use the adjustment field that appears below the draft. Type something like shorter or deny refund and press Enter to regenerate.
Sending, resolving, or scheduling
The send button has three options, reached via the dropdown arrow next to it:
- Send and Resolve : sends the reply and marks the conversation resolved. This is the default.
- Send : sends the reply and leaves the conversation open.
- Schedule : opens a scheduler to send the reply later instead of now.
When scheduling, pick a suggested time (this morning, this afternoon, tomorrow morning, etc.) or choose a custom date and time from the calendar, shown in your store’s timezone. Confirm with Schedule Send.
Starting a new conversation
Click the pencil icon (New conversation) in the sidebar.
- Pick a Via inbox to send from.
- Fill in To and Subject (both required).
- Optionally add Cc.
- Write your message, then click Send.
This compose form is simpler than the reply box: no attachments, Bcc, macros, or AI drafting, and it's email-only for now.