Can Simple Chat handle email support?

Yes. Simple Chat includes a full email support channel, not just storefront chat. Customers can reach you by email, and your team handles those threads in the same merchant dashboard as live chat.

That unified model matters for merchants who want one inbox, one AI policy, and one history per customer—regardless of which channel they chose first.

What email support includes

With email enabled, Simple Chat can:

• Receive inbound messages on a support address you configure for your brand.
• Create conversations from each email so they appear alongside chat in the dashboard.
• Let the AI respond to emails using the same instructions, tools, and guardrails you set for chat—subject to your workflow settings.
• Let staff reply, escalate, and close email threads with the same controls you use for chat (takeover, pinning, monitoring sections, etc.).

You are not maintaining a separate helpdesk product for email and another for chat.

Setting up your support email address

Simple Chat supports practical setup paths merchants already use:

• Email forwarding from an existing support mailbox (for example support@yourbrand.com) into Simple Chat.
• A subdomain dedicated to support mail (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 support is the right fit

Email works well when:

• Customers expect asynchronous replies (returns documentation, B2B quotes, detailed order issues).
• Your team already lives in Shopify Admin and wants AI triage before humans spend time on routine questions.
• You need one thread history when a shopper emails after chatting on the storefront.

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