What is the merchant dashboard?

The merchant dashboard is the staff workspace inside Simple Chat. It is where your team runs day-to-day support: reading conversations, reviewing what the AI did, stepping in when needed, and tuning how automation behaves.

Instead of treating the AI as a black box on the storefront, the dashboard makes automation visible and controllable so you can trust it at scale.

What the dashboard brings together

Simple Chat unifies support channels into one operational home:

• Live chat and email conversations share a single inbox, so staff do not jump between tools to see the full customer story.
• Conversations are grouped into workflow sections (such as active work, monitoring, closed threads, spam, and other states your team needs to review).
• Each conversation shows customer and order context alongside the message history, so replies are informed rather than generic.

The dashboard is designed for teams that want AI to handle routine volume while humans stay in charge of exceptions, escalations, and policy-sensitive cases.

Core tasks your team can do from the dashboard

From the inbox and conversation view, staff can:

1. Read full AI and human message threads, including what the customer actually sees versus internal-only notes.
2. Search past messages and customers when you need history for a return, VIP issue, or repeat question.
3. Send a customer-visible reply to take over a thread instantly when the AI should step back.
4. Pin important customers or conversations so priority work stays at the top of the queue.
5. Manage tickets and follow ongoing issues without losing track of who owns what.
6. Review AI close recommendations and validate or reject resolutions before they are treated as final.

These controls are meant to answer practical questions: Is the AI resolving the right issues? Where do we still need people? What did we promise this customer?

Visibility into automation and workflows

The dashboard exposes automation instead of hiding it:

• You can see when the AI is actively handling a conversation versus when it is monitoring and following up automatically.
• Tool usage (such as order lookups) appears in context so you understand why the AI responded a certain way.
• Workflow-oriented sections and counts help managers prioritize—unread indicators show where attention is needed without scanning every thread.

For merchants configuring support, the same workspace is also where you shape how Simple Chat behaves: support workflows, AI involvement, and the guardrails that keep automation aligned with your policies.

Who the dashboard is for

Use the merchant dashboard if you are:

• A support lead who needs oversight across channels and agents.
• An agent who needs fast context (customer, orders, prior messages) before replying.
• An operator tracking whether AI resolution is improving and where staff intervention still happens.

Open Simple Chat in Shopify Admin to reach the dashboard. Your team's day-to-day support work should live there—not only in the customer-facing chat widget.