Work with shoppersInbox
Work with shoppers
Inbox
The inbox holds every conversation shoppers have with your character. Your character answers first, and you can step in on any conversation and hand it back when you're done.
Open the inbox
- On Shopify: open Inbox in the Saytu app and choose Open inbox. It opens full screen over the Shopify admin, so the list, the conversation and the shopper's details get the whole window.
- On any other website: open Inbox in Studio.
A conversation appears after the first shopper message on your live widget.
Find a conversation
The list refreshes every 15 seconds. Choose the refresh button to update it now, or Load older at the bottom to see past conversations.
| Filter | What it shows |
|---|---|
| All | Every conversation |
| Open | Conversations that aren't closed. On other websites, one you replied to leaves this list until the shopper writes back. |
| Waiting | Conversations where the shopper is waiting for a reply from your team |
| Resolved | Conversations you closed |
Search by the shopper's name or by the text of the last message.
Read a conversation
Choose a conversation to read it. The panel beside it shows:
- Conversation: its status, where it came from, how many messages it has and when it was last active.
- Customer: the shopper's name and email when Saytu has them. On Shopify, Verified customer shows when the shopper confirmed an order with its number and email.
- Tags and Notes for this conversation.
- Cart snapshot and Recent order, on Shopify.
- Runtime context: Order lookup shows Verified or Guest, and PII in prompt shows Blocked.
On a phone, only the conversation shows.
Step in
Your character keeps answering until someone joins.
- Open the conversation.
- In the reply box, choose Join conversation. This pauses the AI for this conversation.
- Write your reply and send it. Enter sends, Shift+Enter starts a new line.
Your reply appears in the shopper's chat, and the AI stays quiet while you handle the conversation. If your team doesn't reply for 30 minutes and the shopper writes again, the character starts answering again.
When a shopper asks for a person
If a shopper asks to talk to a person, the character tells them once that it's connecting them with the team, then stops answering. The conversation moves to Waiting, and the reply box says the shopper asked for a person.
- Choose Join conversation to reply. The shopper sees that a team member joined.
- If nobody from your team replies for 30 minutes and the shopper writes again, the character starts answering again so they aren't left alone. The conversation still stays in Waiting. To clear it, choose Join conversation, then Resume, or close the conversation.
Hand it back
When you're done, choose Resume in the conversation header. The button carries your character's name, for example Resume Sayna AI. The character answers the next message, and the conversation leaves Waiting.
Closing a conversation doesn't hand it back. If you close without resuming, the AI stays paused for that conversation.
Internal notes
Notes are for your team. The shopper never sees them.
- In the reply box, switch from Reply to Internal note.
- Write the note and send it.
A note doesn't pause the AI, and you don't need to join first. Every note in a conversation is listed under Notes in the side panel. Choose one to jump to it.
Tags
Add a tag under Tags in the side panel: type it and press Enter. Saytu suggests tags you've already used. Choose the x on a tag to remove it.
Assign a conversation
On Shopify, choose a teammate under Assignee in the side panel, or Unassigned to clear it. Teammates show up in the list once they've opened Saytu from your Shopify admin.
Mark a wrong answer
Under any answer from your character, choose Wrong answer. Optionally write what it should have said, then choose Mark wrong. The answer now shows Marked wrong. Choose it again to change your note or Withdraw the mark.
Marked questions collect in Needs attention, where you turn them into an FAQ. See Knowledge.
Marking answers belongs with Needs attention, which isn't turned on for every store yet. If it's off for yours, the mark can't be saved.
Close, reopen and delete
- Close conversation marks it resolved. If the shopper writes again, it reopens by itself. On Shopify, you can also choose Reopen conversation.
- Delete removes the conversation and all its messages for good.
- To delete several at once, choose Select, tick the conversations, then choose Delete.
When the AI stops answering
If your plan's AI replies for the month are used up, the blocked message carries a note saying the AI is paused. You can still reply yourself. See Troubleshooting.