Inbox

Customer Identity: Shows the customer's name (or "Visitor" plus a conversation ID for guests), email, and location.

Online / Offline Indicator: A colored dot and label show whether the customer is currently online, offline, or the status is still being checked.

Admin Link: Only on Stand alone conversation page opens the same conversation directly inside the Shopify Admin app in a new tab.

Status: Mark a conversation Open or Closed from the ⋮ menu.

Assign to Staff: Assign the conversation to a specific team member, or leave it Unassigned, from the assignment popup.

AI Replies On/Off: Toggle automated AI responses for this specific conversation without affecting the rest of the store.

Print Conversation: Generate a printable copy of the full chat thread.

Shopify Details: Name, email, phone, and shipping address pulled directly from the customer's Shopify record.

Order Stats: Total number of orders, lifetime spend, and how long they've been a customer.

Last Order: Order number, total, payment status, fulfillment status, and line items - links straight to the order in Shopify Admin.

Active Cart: Items and total currently sitting in the customer's cart, if any.

Conversation Summary: An AI-generated summary of the conversation so far, for quick context when taking over from the bot.

Text Replies: Type and send a reply as the assistant directly from the reply box.

Image & Video Attachments: Attach and send images or short videos alongside your reply, with an inline preview before sending.

Offline Fallback: If a customer is offline and has an email on file, replies are sent via email instead of live chat; if no email is on file, sending is disabled until one is available.