The inbox is where your team reads and answers every conversation from the Messenger and email.

Views

On the left you find Open, Mine, Unassigned, Snoozed, Closed and All, each with a count. You can filter by tag, priority and channel, and save a filter as a personal or shared view.

Reply or write a note

Reply sends a message to the customer.
Note is internal: only your team sees it. Type @ to mention a teammate — they get a notification.

You can attach files, use emoji and type / to insert a saved reply.

Made a mistake? Hover over your message and click the bin to delete it for everyone: it disappears in the customer's Messenger too and shows "This message was deleted". Admins can also delete Are AI's and other teammates' messages. An email that was already sent can't be recalled.

Work as a team

Assign a conversation to a teammate or team.
Set a priority.
Snooze it until later; it opens again by itself.
Close it when it is done, and reopen it if needed.
Tags help you sort and find conversations.
You see when a teammate is viewing or replying to the same conversation, so two people don't answer at once.
With typing preview (Settings → Messenger → Features) you see what the customer is typing before they send it.
The Messenger shows your team as online while a teammate has Shopxare open — any page of the web or desktop app, or the mobile app in the foreground.

The contact panel

On the right you see who you are talking to: the page they are on, their device, local time, attributes, companies, recent events and past conversations.

Live connection

At the top of the inbox you see how many people are on your website right now. Click it to open Live visitors. If the live connection drops, the inbox keeps working and catches up when it is back.

Keyboard shortcuts

Press ? in the inbox to see all shortcuts.