CS Inbox

Manage customer service conversations and message threads.

The Customer Service Inbox is your central hub for customer communications. Manage conversations, respond to enquiries, and track service interactions alongside order and shipment context.

Overview

The CS Inbox shows all customer message threads for your active client. Conversations are organised by status and can include context from related orders and consignments.

Working with conversations

Viewing conversations

The inbox lists all active conversations with:

• Customer name and contact details
• Message preview — Latest message snippet
• Status — Open, pending response, resolved
• Related orders — Links to associated orders or consignments
• Timestamp — When the last message was received

Responding to messages

Open a conversation to view the full message thread. You can:

• Reply — Send a response to the customer
• Add internal notes — Leave notes for your team (not visible to the customer)
• Link to orders — Associate the conversation with specific orders
• Update status — Mark conversations as resolved or requiring follow-up

AI assistance

The customer service module can leverage AI to:

• Suggest response drafts based on the enquiry content
• Analyse sentiment and urgency of incoming messages
• Route conversations to the appropriate team member