The email inbox
Answer, assign, snooze, and close email tickets, with the customer's Shopify orders beside each one.
The email inbox holds mail from your connected mailbox. Open it from Social Inbox > Email. You need the View email inbox permission to see it, and Manage email inbox to reply or make changes.
Views, search, and filters
| View | What it shows |
|---|---|
| Open | Tickets that aren't closed, archived, or spam |
| Assigned to me | Tickets assigned to you |
| Closed | Closed tickets, including snoozed ones |
| Archived | Tickets you archived |
| Spam | Tickets marked as spam |
Use Search emails above the list. The filter button narrows by Assignee, Smart label, Unread only, Starred only, or Date. Click Save to keep a set of filters as a view. To act on several tickets at once, tick their checkboxes.
Reply, add a note, or write a new email
In the reply box, pick Reply or Note:
- Reply goes to the customer. Add CC addresses or attachments (any file type, up to 25 MB each, 10 files). Turn on Send & Close to close the ticket as you send.
- Note is for your team only and is marked Not sent to the customer. Click Add Note.
Click the sparkles button to Generate AI response (more on AI replies). If an automation already drafted a reply, the box is filled in and marked AI draft.
To start a new conversation, click the compose button above the list, fill in the recipients and subject, and click Send.
Organize a ticket
The bar above the ticket lets you star it, change its Smart Label, assign it, snooze it, and click Close. More actions has Mark as read, Archive, and Mark as spam.
Snooze hides a ticket until later: pick 1 hour, 6 hours, 1, 3, or 7 days, or a custom date and time. It moves to Closed and comes back at that time. If the customer replies to a closed or snoozed ticket, it reopens. Archived tickets stay archived.
Translation
Mail in another language is translated into your mailbox's Translation language. Click the badge on a message to switch between Translated and Original. When the customer wrote in another language, click Translate in the reply box to put your reply into their language.
Customer sidebar
The right side shows the customer's Shopify details and orders, matched by email address, plus an AI summary, Ticket history (past email and live chat tickets), and Notes. If there's no Shopify match, click Link to a Shopify customer and search by order number. Order actions work the same as in the DMs inbox.
Order actions suggested by AI
When the AI drafts a reply to a request to cancel, refund, or change an address, it can suggest that order change too. Open the suggestion to check the details, then click Execute to make the change in Shopify, or Reject. After it runs, a badge such as Order Refunded shows on the ticket.
Analytics
Analytics > Email shows ticket counts, response and resolution times, daily activity, Smart Label trends, and activity per teammate.
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