Genstore Inbox

Genstore Inbox is a real-time customer service tool designed specifically for e-commerce merchants. It supports the full conversation flow from pre-sale inquiries to post-sale support. Customers can initiate conversations directly from your storefront, and you can either respond manually or enable the AI Agent for automated replies.

In addition to the basic chat feature, Inbox integrates with FAQs, response templates, duty schedules, and the AI Agent module to help merchants improve service efficiency and reduce manual workload.

Feature overview

Module	Description	AI Agent integration
Live chat	Chat entry displayed at the bottom right of the store	No
Conversation handling	Staff can respond to messages in the admin panel	No
FAQs	Display common questions on the chat widget homepage	✅ Referenced by AI
Response templates	Predefined replies that can be quickly inserted	No
Duty schedule	Define service hours; outside of hours, fallback to AI or offline reply	✅ Works with AI
AI Agent	Auto-replies based on store data with personalized training	Core automation tool

Enable Inbox

1. Log in to your Genstore admin.
2. Go to Sales channels -> Inbox.
3. Toggle the Live chat switch to enable.

Once enabled, a live chat icon will appear on your storefront, allowing customers to start conversations.

All customer messages will be consolidated in the Inbox module in your admin panel. Staff members with the required permissions can access the Help desk to manage conversations. The system also supports email notifications, conversation status tracking, and quick replies to help your team respond more efficiently.

Permission settings

To ensure smooth usage of Inbox by your support team, assign the appropriate permissions to each team member.

Path: Genstore Admin -> Settings -> Users and permissions -> Manage roles

When creating a new role, check Inbox to enable related access. Permissions can be further refined as follows:

Permission	Description	Suggested role
Conversation management	View and respond to customer messages	Support staff
Inbox administrator	Full access to settings and chat tools	Store owner, admin

Module configuration

You can configure all Inbox-related features in the Support workspace.

Path: Sales channels -> Inbox. Click Enter to access the workspace

Quick replies

• Use standardized replies to improve response speed and consistency

Learn more: Set up quick replies

FAQs

• The first 5 FAQs will be displayed on the chat homepage, commonly used to answer shipping, returns, and policy-related questions
• The AI Agent can reference FAQs for auto-replies

Learn more: Set up FAQs

Duty schedule

• Define staff service hours; outside of these hours, the system will either trigger an offline reply or let the AI Agent take over (if enabled)

Learn more: Set up duty schedule

Manage customer conversations

Once Inbox is enabled, all messages initiated via the chat widget will appear in your admin’s Inbox module.

Path: Sales channels -> Inbox

Team members with conversation permissions can:

• See a badge on the Inbox sidebar indicating pending messages
• Receive email notifications (configurable under Notification settings)