Customer Inbox
Manage live chat conversations and customer support messages.
Overview
The Inbox is where customers message you from live chat. Every conversation stays here so your team can reply, review past messages, and keep a full message history.
New messages appear in the conversation list on the left. A blue unread indicator shows which conversations need your attention. Click any conversation to open the full thread on the right.
Page Layout
- Conversation List (left panel)
- Lists all conversations, newest first. Each item shows the customer name or email, a preview of the last message, and a timestamp. Unread conversations are highlighted — click any to open it.
- Active Conversation (right panel)
- Shows the full message thread. Your messages appear on the right; customer messages appear on the left. Type a reply in the box at the bottom and press Send or hit Enter.
- Filters (above the list)
- Two sets of filters narrow the conversation list: status tabs — Open, Closed, All — and channel pills — Chat and Email. Use them to focus on, say, just open email conversations. Open is the default so you see what still needs a reply.
Start a New Email
You don't have to wait for a customer to message you first. Start a new email thread to any customer or contact straight from the Inbox.
Type a name, email, or phone number in the search box. Alongside any matching conversations, a Start a new email section lists customers and contacts who don't have a conversation yet. Pick one to open an empty email addressed to them.
Searching for someone who isn't a customer yet? Type their full email address and choose Email <address> to start a thread to anyone.
- Subject
- The subject line the customer sees. Required for a new thread.
- Message
- Write your message with the formatting toolbar — headings, bold, lists, quotes, and links. Sending the first message creates the conversation and delivers the email.
Tip: Sending email needs a mailbox connected under Settings. If none is set up, you'll be prompted to add one before your first email can go out.
Using the Inbox on Mobile
On smaller screens the inbox switches to a single-panel view. The conversation list fills the screen initially. Tap any conversation to open it — the list slides away and the thread takes over. Tap the back arrow in the top-left to return to the list.
Tips
- Aim to reply within a few hours. Fast responses convert browsing customers into buyers — especially when they're asking about availability or delivery times.
- Check the Inbox before the end of each day. The blue unread badge in the sidebar is your reminder.
- If a customer asks about a specific order, copy the order number from the Orders page into your reply so both parties have a clear reference.
Frequently Asked Questions
How do I reply to customer messages in DabDash?
Open Inbox from the sidebar. Unread conversations are highlighted. Click a conversation to view the full thread, type your reply in the text box at the bottom, and press Enter or click Send. On mobile, the thread opens full-screen with a back button to return to the conversation list.
How do I know when customers send me a message in DabDash?
The Inbox link in the sidebar shows an unread badge count whenever new messages arrive. Enable browser notifications in your browser settings for real-time alerts. You can also configure email notifications for new chat messages in Settings → Notifications.
How do I start a new email to a customer in DabDash?
In the Inbox, type a name, email, or phone number in the search box. Under "Start a new email", pick the customer or contact you want — that opens an empty email addressed to them. Add a subject, write your message, and press Send email to start the thread. To email someone who is not a customer yet, type their full email address and choose "Email <address>". Sending requires a mailbox connected under Settings.