Can Simple Chat handle email support?

It can, and it's a full channel, not a bolt-on. Customers write to a support address you configure; each email becomes a conversation in the same merchant dashboard as live chat, with the same controls your team already uses for takeover, pinning, and the monitoring sections.

The AI can respond to emails using the same instructions, tools, and guardrails you set for chat, subject to your workflow settings. One inbox, one AI policy, one history per customer, whichever channel they picked first. You're not maintaining a separate helpdesk product for email.

Connecting an address

Three setup paths, depending on how you already handle support mail:

• Email forwarding from an existing support mailbox, such as support@yourbrand.com.
• A subdomain dedicated to support mail, for clean separation from marketing sends.
• A custom domain configuration, when you want the full address and DNS authentication under your brand.

The Email settings in Simple Chat walk you through verification, DNS records where needed, and testing, so messages reliably reach the inbox.

When email is the right fit

When customers expect asynchronous replies: returns documentation, B2B quotes, detailed order issues. When your team already lives in Shopify Admin and wants AI triage before humans spend time on routine questions. And when a shopper emails after chatting on the storefront, you want one thread history instead of two systems.

Before announcing the channel to customers, connect the address in Email settings, send a test message, and confirm the conversation appears in the dashboard.