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Agent identity & settings

1 author16 articles
Your Settings hub, and giving your agent a name, tone, and voiceHow to set your agent's name, avatar, tone, and brand voice, connect your support inbox, and find your way around everything else Arbyn's Settings hub controls.
Setting your business hours and what customers hear outside themHow to set your store's business hours and the auto-reply customers get outside them, or when your store is at its conversation limit. Enable business hours to schedule when the…
Quick replies, reusable reply shortcuts for your teamSave your team's most common answers as slash-command shortcuts you can drop into any reply in one keystroke, with the customer's own details filled in automatically.
Tags, organizing and filtering your conversationsCreate labeled tags to triage your inbox and segment reporting, applied by hand from any conversation or automatically by a Custom Rule you set up.
Notifications, choosing which emails Arbyn sends youChoose which emails Arbyn sends you, escalations, approvals piling up, low ratings, and the weekly, monthly, and daily summary emails, plus how to preview or send yourself a test.
Inbox settings, ticket numbers and the quiet-conversation nudgeHow every conversation gets its own ticket number, and the wording Arbyn uses when it checks in on a customer who's gone quiet.
Managing the emails Arbyn sends youThe difference between the alerts you cannot turn off and the four scheduled summaries you control, and what the Unsubscribe button in your mail app actually does.
Customize the emails Arbyn sends your customersRewrite the subject line and the opening paragraph of the four emails Arbyn sends your customers, so they sound like your store rather than like a tool.
Replies, threading, and what your customers seeWhat your customers see as the sender when Arbyn replies by email, how their replies find their way back into the right conversation, and how threading holds together over a…
The font library, uploading and managing your chat widget's fontsUpload your brand's own font files once, keep them in one place, and pick any of them in the widget customizer, without hunting for the file again every time you…
How to forward your support email to ArbynHow to forward your support inbox to Arbyn, step by step setup for Gmail and Google Workspace, Outlook and Microsoft 365, and Shopify's own domain email forwarding, plus the Gmail…
Verifying your forwarding worked, and what 'Not confirmed' meansHow Arbyn confirms your support address forwarding actually works, why Send test needs the rule to already exist, and what to do if it stays unconfirmed.
Your Arbyn inbox address, and why you have oneWhat [email protected] is, what happens to mail sent there, and why Arbyn works by forwarding instead of reading your real inbox.
Language in Arbyn: your admin, your widget, and the language Arbyn replies inThe difference between your Shopify admin language, your chat widget's language, and Reply language, the setting that decides what language Arbyn replies in, Match customer language or a language you…
Shopify Markets and Arbyn: what we read, and what it explainsIf you sell into more than one country, Arbyn now shows you each market's currency, storefront address, catalogs and tax treatment, and explains why a product can look unavailable to…
Uninstalling Arbyn: your 72-hour window, and what happens to your dataIf you uninstall, your data waits 72 hours before it's permanently deleted, and you're emailed both when the window opens and when deletion actually completes.