Letting the agent handle support

Forward your support email here and answer customers in one place.

Customer questions usually arrive in the same inbox as your invoices, your newsletters and everything else, and they get buried. To the person who wrote in, two days of silence and being ignored look exactly the same. This pulls those emails into one queue where the first thing on the page is who is still waiting on you.

Setting it up

One forwarding rule. You keep the inbox you already use and nothing is redirected away from you; a copy just lands here as well.

Open Settings, go to Shop, and find "Let the agent handle support". Copy the address it shows you.
In whatever runs your support email (Gmail, Outlook, your web host), add that address as a forwarding address.
If it sends a verification email, it will appear in your Support screen. Confirm it there.
Send yourself a test message from another address to check it arrives.

We do not need your email password and we do not connect to your mailbox. A forward is all it takes, and you can remove it at any time.

What you see

Every conversation arrives matched to the person who sent it and to what they bought. You see their order, its status, its tracking link, how many times they have bought from you and what they have spent, sitting right beside what they wrote. Most support questions are answered by that panel alone.

What the agent does

By default it writes the reply and you send it. The draft is already in the box when you open the conversation, with the real order details in it. Read it, change anything you want, press send.

You can turn that down to nothing, so it only collects the emails. Or up one notch, so it answers "where is my order" on its own.

Even at the most permissive setting the agent only answers order questions, and only using facts read from the order itself. Anything mentioning a refund, a chargeback or money, and anything from an angry customer, always waits for you. That is not a setting you can change, and it is deliberate.

Just askWhat customer emails are waiting on me, and draft replies for the easy ones.

Answering from your phone

When a customer writes in, you get an email that contains their actual message and the reply your agent wrote. Not a notification telling you to go and look. The decision is right there.

Tap the button and a page opens with the reply in an editable box and one Send button. Change a sentence if you want, press send, done. Nothing reaches the customer until you press it, and the link stops working after a week.

There is no one-tap send straight from the email itself, on purpose. Email apps and security scanners quietly open links to check them, and a link that sent your reply would go off before you had read a word of it.

Replying

Your reply goes out from your business address and lands inside the conversation the customer already has open, so it reads as one continuous exchange rather than a series of emails from strangers. If they reply again, it comes back into the same thread here.

Support replies are never counted against your monthly marketing allowance. Answering a customer who wrote to you is not marketing.

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