What is the merchant dashboard?
The dashboard is where your team manages support. Open Simple Chat in Shopify Admin to read chat and email conversations, reply to customers, and configure the assistant.
Each conversation shows its message history alongside available customer and order details. Staff can see AI replies and tool activity, add private notes, take over, or turn AI off for a conversation.
The inbox groups active work, monitored conversations, closed threads, and spam. Search helps you find past messages, and pins keep important conversations or customers easy to reach. You can also review resolution recommendations and open analytics and reports.
Changelog releases
This topic appears in the following release notes:
- Subscription free shipping and staff-specific unread tickets
- New conversation button updates correctly
- Clearer conversations and order questions
- Chat context and performance reports
- Clearer AI handoffs and subscription choices
- More reliable replies and clearer conversation controls
- Confirmed order actions and clearer shipping support
- Agent workspace centered on sessions
- Review AI Reply Tool Results
- Safer order approvals and ticket replies
- Clearer dashboard drafts and safer support conversations
- Faster nudge responses and clearer replay confirmations
- Manage ChatGPT Connections and Actions
- ChatGPT connector controls and quieter inbox notes
- Consistent Image Attachment Tiles
- Clearer order links and support context
- Staff suggestions focus on open tickets
- Better handling for staff conversations
- Simpler agent console and product comparisons
- Clearer support activity and shipment timing
- Clearer Status History and Resolution Pricing
- Clearer agent status and order selection
- Open Status and Clearer Agent Tasks
- Slack conversations across multiple workspaces
- Clearer staff queues and system notes
- Awaiting-staff tickets selected first
- Tickets and Shopify FAQ publishing
- Top-bar notification log and a new Gemini plan
- Spellcheck, order pages, and shared tickets
- Live tracking and daily AI learning
- Clearer AI costs and smarter support
- Faster social replies and better store search
- More consistent left sidebar
- More reliable staff and conversation data
- Smoother setup and mobile messaging
- Faster Inbox and ShipHero Upgrades
- Customer history and a more reliable dashboard
- Rename inbox conversations
- Click images when previews fail
- Inbox polish and conversation reliability
- Chargeback drafts and safer order tools
- Help center access and smarter back-in-stock handling
- Declined mis-shipment reviews now show for staff
- Slack images, email threading, and Help center updates
- Steadier dashboard, cleaner staff handoffs, and in-app consulting
- Cart sync, inbox, and dashboard reliability
- Dashboard chats, day summaries, smarter setup and replacements
- Safer checkout chat and Slack notes in conversations
- Chargeback tracking and a more reliable cart
- Merchant chat and lasting customer memory