How does Simple Chat handle email conversations?

Email conversations use the same inbox, instructions, FAQs, and enabled tools as storefront chat. Staff can read and reply from the dashboard, and a customer-visible staff reply takes over from AI.

Keeping related messages together

When a customer with an open ticket emails again, Simple Chat can add the message to that ticket, including messages started as a new email or sent after a storefront chat. System-generated cases, such as chargebacks or warehouse address holds, stay separate.

If duplicate tickets are already open, monitoring stays with the conversation staff are handling, or the original thread. The duplicate is closed with a link between them.

Order verification

Email provides a sender address that Simple Chat can use for order verification, so the customer often only needs to supply an order number. Access still has to match the order's identity checks.

Connect and verify your support address in Email settings, then test an incoming message, an order lookup, and a staff reply before using it for customers.