Inbox and handoff
Every conversation in one inbox. Step in whenever you want.
See what shoppers are asking, jump into any chat, and give your team the context to reply well.
Handoff
Hand off to a person.
When a shopper asks for a person, the chat is handed off and lands in Needs reply. You decide who’s emailed and what the shopper sees.
- Notify up to 10 email addresses
- Write your own message for shoppers
- Take over, assign a teammate, or hand the chat back to the AI
Context
Context beside every chat.
The sidebar shows who you’re talking to: whether they’re logged in, their orders and spend, their current cart, and past conversations.
- A “Verified · Shopify account” badge for logged-in shoppers
- Lifetime spend, orders and abandoned checkouts (these need the optional order permission)
- Internal notes with @mentions, and an activity timeline
AI for your team
AI help when you reply.
Draft a reply, or summarize a long chat, then edit before you send. Every AI answer shows its sources and a confidence label, with thumbs up or down so you can mark what good looks like.
- “Suggest reply” drafts a response (it uses credits)
- “Chat summary” for long conversations
- Sources, confidence and feedback on every AI reply
Stay organized
Find the chats that matter.
The inbox updates live as new messages arrive. Filter by status, search by shopper name or email, and use priority, sentiment and tags to sort the rest.
- Views for All, Needs reply, AI handled and Assigned
- Search by shopper name or email
- Priority, sentiment and tags on every thread
Questions about this feature
Where does my team reply?
The inbox lives inside the Chablyy app in your Shopify admin, so your team replies without leaving Shopify.
What does a shopper see when a chat is handed off?
A message you write. The default is “Thanks for your patience — a team member will follow up shortly.”
How do I hand a chat back to the AI?
Use “Assign AI” in the thread header.
Can I assign chats to teammates?
Assigning becomes available once you have at least two team members. How many extra team members you can add depends on your plan.
Ready to meet your storefront assistant?
Add Chablyy from the Shopify App Store. Setup takes a few minutes.