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Inbox

1 author10 articles
The AI writing tools in the reply box, and what each one doesEvery button above the reply box explained, including what Translate translates into, why the target list now covers any language rather than a fixed set, why one button is sometimes…
Your Inbox: reading and working a conversationHow to read your Inbox, the conversation list, filters, search, and the conversation view, and how to find and reply to a specific ticket or customer email.
Compose: start an email conversation the customer didn't startThe Compose button in the Inbox: what it creates, why chat isn't an option here, and why Arbyn stays hands-off until you hand the conversation back.
The conversation list: what each row tells you before you open itEvery pill, dot, and count on the left-hand conversation list explained: status, handler, priority, sentiment, channel, and what the tabs actually filter.
The right-hand panel: everything Arbyn gathered about this conversationA field-by-field walk through every card on the right of a conversation: customer identity, orders, gift cards, order ground truth, commerce activity, requests in flight, handling status, priority, tags, and…
Show events: what the timeline records, and what stays hidden by defaultThe Show events button and its three categories (Reasoning, Commerce events, Guardrails & Escalation), what always shows regardless, and what actually happens when you turn each one on.
Search, filter, and sort your InboxWhat the search box actually matches, every filter you can stack (Intent, Priority, Channel, Handler, Tag), and what each sort option orders by.
Quick actions: the direct way to change an order, without Arbyn in the loopThe ten Quick actions buttons, what each one actually executes in Shopify the moment you submit it, the risk check on Refund and Reship, and what shows up in the…
Snooze: park a conversation and get it back at the right timeThe four snooze presets, where a snoozed conversation goes, and exactly what wakes it back up (including the one real difference between email and chat).
Read any conversation in your own language, without changing what you sendThe Translate toggle at the top of a conversation translates the whole thread for your reading only. It never changes what your customer receives.