Genstore Inbox
Customer service is crucial in e-commerce, supporting the entire journey from pre-sale inquiries to post-sale support. High-quality customer service increases brand loyalty, extends customer lifetime value, and improves business performance. According to industry research, live chat has steadily become one of the most preferred customer service channels.
Genstore Inbox provides a real-time communication channel to connect you with your customers. Shoppers can message you directly from your store page, and you can respond with relevant product recommendations and promotions to boost conversions.
When a customer sends a message, you’ll receive an email notification for timely follow-up. You can also manage and respond to customer conversations within your admin.
Permission settings
Store owners and employees with Inbox permissions can access and use Genstore Inbox. Follow these steps to configure permissions for employees:
- Navigate to: Log in to Genstore admin -> Settings -> Users and permissions.
- Click Manage roles and then Create role to set up a role with Inbox permissions:
- Conversation management: Allows employees to access the Inbox menu and handle customer messages.
- Inbox administrator: Allows employees to configure Inbox settings and assign conversations.
- In Staff list, select one staff and check the Inbox role to grant the necessary permissions.
Explanations about inbox permission
- If a conversation is assigned to employee A, only employee A can see it, and all future messages from that customer will notify them.
- If a conversation is not assigned, all employees with Conversation management permissions can see it, and notifications will be sent to all of them.
Configure Genstore Inbox
Store owners and staff with Inbox administrator permissions can enable Inbox and configure settings such as message notifications, store chat widget display, quick replies, online/offline hours, and customer information collection.
Navigate to: Log in to Genstore admin -> Sales channel -> Inbox.
Under the Settings section, you can customize the chat tool. For detailed setup instructions, refer to Configure Genstore Inbox.
Manage customer conversations
Once Inbox is enabled, customers can send messages through the chatbox on your store homepage. Store owners and staff with Conversation management permissions will see unread messages in the Inbox menu or receive email notifications (configured in Message notifications). This allows for prompt responses and better customer service.
Navigate to: Log in to Genstore admin -> Sales channels -> Inbox.
The Inbox menu and homepage will display the number of unread messages. Click View messages to respond to customer inquiries. For more details, see Manage customer conversations.