Inbox (buyer chats & reviews)

One inbox for buyer chats and product reviews from all connected shops.

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1. Buyer chats / Reviews — switch between conversations and product reviews.
2. Conversation list — shop, waiting time and reply deadline on every chat.
3. Settings & access — who handles which shops, auto-replies.

Answering buyers#

• Start with Needs reply and Overdue. Marketplaces score shops on replying within 12 hours; the clock chip on each chat shows the time left.
• The reply box can be resized (drag its top edge). Use emoji, quick replies (type "/" or click the list icon), send a product card or the order card, and drag files onto the box to attach them.
• Translate: incoming messages can be auto-translated into your language; turn on Send in buyer's language to translate your reply before it is sent.
• AI reply ideas drafts three answers from the chat, the linked order and the product.
• Internal notes are never shown to the buyer.

Assignment#

Leaders decide which shops each agent may handle (Customer service → Settings & access). The first person who replies owns the chat; you can reassign it.

Reviews#

Filter by rating, reply publicly, ask AI for a draft, or flag a bad review to create a follow-up task.

Analytics#

The Analytics tab shows the inquiry → engaged → ordered → repeat funnel, response time and rate per shop and agent, conversation topics, and the rating trend. Hover the (i) icons for exact formulas.

Connection#

Chats and reviews need the marketplace's chat/review permission for each shop. Until it is granted, the shop shows Not authorized and nothing is sent.