Read and reply to a customer message
Use Inbox to keep customer conversations alongside their order context.
What to do
- Open Inbox and choose a conversation, or select Message from an order or customer profile.
- Read the conversation history and check the customer details on the right.
- Use View customer if you need their order history or private team note.
- Enter your reply in Message, checking any collection dates, item choices and order references you mention.
- Select Send.
- Check the message appears in the conversation. The customer gets an email notification and can reply through the link.
What happens next
Your reply is stored with the conversation and the customer is notified.
Good to know
Customer-facing messages are different from private notes on customer profiles. Keep important order instructions explicit and tied to the correct reference.