Contacts
Everyone who gives their email in a conversation becomes a contact. Open Contacts in the left menu.
- Customers are contacts with a verified purchase in your Shopify store. Leads are everyone else. Vendors are business senders, such as suppliers, that the AI doesn't reply to.
- Search by name or email, and click Export CSV to download the list.
- Open a contact to see all their conversations and tickets.
- Deleting a contact erases their name, email and purchase verification. Their conversations and tickets are kept.
There's no "add contact" button: contacts are created from conversations.
Tags
Tags label conversations, for example VIP, Refund or Shipping.
- Tag a conversation: open it, and in Details > Tags pick a tag or choose Create new tag.
- Manage tags: go to Settings > Tags to create, rename, recolor or delete tags, and see how often each is used.
Saved replies
Saved replies are answers your team sends often. They're for your team's replies: the AI doesn't use them.
- 1
Create one
Go to Knowledge Base > Saved replies and click New saved reply. Give it a Title and the Content. Optionally add a Shortcut (like
/hi) and a Category. - 2
Use it
In any conversation, type
/in the reply box (or click Saved replies) and pick one. Edit it before sending if you like.
Internal notes
Use Details > Internal Notes in a conversation to leave notes for your team. Customers never see them.