Manage customer messages

When a customer sends a message, you will receive an email notification, allowing you to respond promptly. You can log in to your admin panel to manage and reply to customer messages.

Reply to customer messages

Staff with Genstore Inbox access permissions can log in to the admin panel to manage and respond to messages sent by customers through the store chat. Follow these steps:

Steps

1. Navigate to: Log in to Genstore admin -> Sales channels -> Inbox.
2. Click View messages to enter the message management page.
   • If you have new messages, you will see a notification badge next to the Inbox menu.
   • The Messages module will display the number of unread messages and the latest message content.
   • Conversations are sorted by the most recent activity, making it easy to find the latest messages.
3. Select the conversation you want to reply to, type your response, and click Send.
   • If the customer is currently browsing your store, their status will show as Online, and your message will be sent directly to their chat window.
   • If the customer has left your store, the Online status will not appear, and your reply will be sent to their email.
4. You can send text, links, quick replies, images, and videos within the chat window.
   • If you have configured quick replies, you can use them for faster and more standardized responses. See Configure Genstore Inbox for details.
   • If you want to upload images or videos, ensure the file size does not exceed 1MB and the video length is no more than 1 minute.

Manage customer conversations

• Unresolved messages: If a customer sends a message and you haven't opened it, a blue dot will appear next to the conversation, marking it as **Unresolved **. You can also use the filter at the top to quickly view unread messages.
• Resolved conversations: If you have resolved a customer inquiry, you can mark the conversation as Resolved so you don’t need to monitor it further.
• Reopened conversations: If a processed conversation receives a new message, it will automatically change to Unresolved, making it easy to track active conversations.
• Assign conversations: If a specific staff needs to handle a conversation, you can assign it to them. Only employees with Conversation management permissions can be assigned conversations. Once assigned, only that staff will see and receive notifications for the conversation.

To receive email notifications for new messages, go to Settings -> Notifications -> Staff notifications and enable Inbox notifications. See Manage notifications for details.

• Blocking spam messages: If a visitor sends spam, you can block the sender to prevent further unwanted messages.

Access customer profiles

During a conversation, you can click on the customer's name or email to view their profile, allowing you to provide more personalized service and improve customer satisfaction.

Customer profile includes:

• Basic information: Customer name, account creation date, email (including marketing subscription status), address, and internal staff notes.
• Shopping cart details: View the customer’s current cart items to help guide them toward completing a purchase.
• Order history: See the customer's past orders to better understand their purchasing preferences and quickly address any order-related questions.