Inbox
The conversations Ivy hands to your team: the views, replying with Ivy's draft, assigning and resolving, orders and spam.
- 1
How the Inbox works
Needs you, Mine, Ivy is handling, Resolved, All and Spam: what each Inbox view holds, what the status chip means and how the wait clock works.
- 2
Reply to a shopper
Send Ivy's drafted reply or rewrite it, reach shoppers who left by email when they gave one, and leave internal notes that @mention a teammate.
- 3
Assign and resolve conversations
Take a conversation, assign it to a teammate, return it to Ivy, resolve or reopen it, and choose how new handoffs are assigned. Most actions can be undone.
- 4
Orders next to the conversation
See the shopper's order and past orders next to the chat, then refund, replace, change the address or cancel from the Inbox, with 10 seconds to undo.
- 5
Block a spammer
Mark a chat as spam to block the visitor, and their IP address for 30 days. Anything new from them goes quietly to Spam. Not spam lifts the block.