Use the conversation inbox

#What the conversation inbox is for

Open Customer Service → Conversations to see buyer conversations across Shops in one place. The inbox is not an approval queue for every AI reply. It is where operators observe automation, handle exceptions, add a manual message, and pause AI for one conversation when necessary.

APP CAPTUREThe English light-theme conversation inbox with Sonia W. selected. AI enabled is visible in the upper-right, while the list shows replied, pending, and escalated states.

#Use filters to find conversations that need attention

The filters at the top narrow conversations by Shop, reply state, and search text. Advanced filters separate AI state from escalation state.

• Pending / Replied describes whether the latest buyer message has received a response.
• AI enabled / disabled describes whether AI continues handling this conversation.
• Escalated describes whether a Customer Service escalation needs a human decision.
• Review, order, and escalation badges call attention to context; they do not necessarily mean AI has stopped.

“Replied” does not mean “escalation resolved.” AI can tell the buyer that the case is being checked while the underlying business decision remains open in the escalation queue.

#Read conversation and order context

After selecting a conversation, the center pane shows messages from the buyer and AI. The order entry exposes relevant order, refund, and aftersales context. The details entry includes conversation, buyer, and order identifiers for investigation or team coordination.

For long histories, start with Generate summary. A summary helps an operator understand the case quickly, but refund or reshipment decisions should still be checked against the latest messages and order facts.

#Understand the AI switch and Run AI now

The AI switch in the upper-right applies only to the selected conversation:

• AI enabled: future buyer messages continue through automated handling.
• AI disabled: this conversation is handled manually while other Shop conversations can continue automatically.

If AI is enabled but the current message needs immediate processing, use Start AI from the details controls. It triggers one run for the current conversation; it does not change business rules or replace Shop configuration.

Disable AI temporarily when a person is coordinating outside the platform, needs to send a sequence of explanations, or is handling an exception that cannot yet be expressed in the current rules. Re-enable it afterward so the conversation does not remain outside automation indefinitely.

#Reply manually and end a conversation

Use the composer at the bottom to send a manual reply. A manual buyer reply does not automatically finalize an escalation. If an open escalation remains, submit the business decision from escalation and human review.

Use End conversation after the case is complete. If an open escalation still exists, resolve it first so an unfinished business decision is not left behind in a closed conversation.

For an escalation that was created by mistake or is no longer relevant, use Dismiss escalation after checking the context. Dismissal means the item no longer requires action; it should not replace a real approval, rejection, or other final decision.

#Recommended daily review order

1. Filter for Pending and make sure messages are not accumulating because of an offline device or configuration issue.
2. Filter for Escalated and route business decisions to the responsible people.
3. Review AI-disabled conversations and restore automation when exception handling is complete.
4. Generate summaries for long or high-risk conversations and verify order context.
5. End resolved conversations that have no open escalation.

If many conversations repeatedly fail to run, return to Configure AI Customer Service and check the service, device, model, and run profile instead of repeatedly starting each conversation.