How does the email inbox work?

Support emails appear in the same inbox as chat, under Open, Monitoring, Closed, Pinned, or Spam. Customers receive ordinary emails; staff work from the Simple Chat dashboard.

Reading and replying

Open a thread to see its messages and available customer and order details. The assistant can answer according to your instructions and enabled tools.

When staff send a reply from the dashboard, it goes to the customer as an email and takes over the conversation from AI. An internal note stays with staff and doesn't send an email to the customer.

You can search email threads or pin conversations that need quick access. When another team needs to help, you can forward the conversation to an outside address, such as a warehouse partner.

Following up

Check Open for conversations waiting for staff and Monitoring for scheduled follow-ups. A customer who emails again may continue their existing ticket; system-generated cases such as warehouse address holds stay separate.

After connecting your mailbox, test an incoming message and a staff reply before directing customers to the address.