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MessagingMessaging System

Messaging System

What is This Software?

The Messaging System is an AI-powered customer communication platform designed to help you manage, organize, and respond to customer messages efficiently. Whether customers contact you through Amazon Seller Central, email, or custom web forms, this system centralizes all communications in one place, provides intelligent categorization, and suggests responses to help you maintain excellent customer service standards.

Key Terminology (Glossary)

Message: Any communication received from a customer through Amazon, email, or web forms.

Ticket Name: The name or identifier associated with a customer conversation. This is typically the customer’s name or email address.

Inquiry: An AI-categorized classification of what the customer’s message is about (e.g., “Damage”, “Refund”, “Shipping Question”). Each inquiry has a color-coded badge for quick visual identification.

SOP (Standard Operating Procedure): Pre-written response templates that guide how you handle specific types of customer inquiries. The AI uses these SOPs to generate suggested replies.

SLA (Service Level Agreement): The 24-hour response time requirement. The system tracks how much time remains before you must respond to meet this deadline.

Source: The origin of a message - either “Amazon” (from Amazon Seller Central), “Email” (direct email), or “Form” (from your custom web form).

Market: The Amazon marketplace where the message originated (e.g., US, UK, DE, FR). Represented by country flags.

ASIN: Amazon Standard Identification Number - the unique product identifier used on Amazon marketplaces.

Order ID: The Amazon order number associated with a customer’s message. Messages can also be “Pre Order” if no order ID exists.

Days Since Order: The number of days that have passed since the customer placed their order. This helps prioritize older orders that may need attention.

Pre-Generated Answer: An AI-suggested response to a customer message, created using your SOPs and inquiry options.

Internal Email: A unique email address generated by the system that you add to your Amazon Seller Central notification preferences. All messages sent to this address appear in your messaging dashboard.

Conversation: A threaded view of all messages exchanged with a specific customer, showing the complete communication history.

Dashboard: An analytics view showing statistics and charts about your messaging activity, including trends by market, product (ASIN), and inquiry type.

The “Why”: Benefits of Using This Tool

Centralized Communication: Instead of checking multiple email inboxes and Amazon Seller Central, all customer messages appear in one unified interface.

AI-Powered Organization: The system automatically categorizes messages by inquiry type, helping you understand what customers need without reading every message individually.

Response Time Tracking: Never miss a deadline again. The system clearly shows how much time remains before you must respond to meet your 24-hour SLA requirement.

Intelligent Response Suggestions: Save time with AI-generated reply suggestions based on your own SOPs and inquiry categories.

Multi-Channel Support: Handle messages from Amazon, email, and custom web forms all in the same place.

Analytics & Insights: Understand your customer communication patterns with detailed charts showing trends by market, product, and inquiry type.

Translation Support: Automatically translate incoming messages and generate responses in your preferred language.

Product Context: When customers mention products, the system displays product images and details automatically, giving you full context for better responses.

Interface Overview

The messaging system has three main views, accessible via tabs at the top of the page:

1. Chats Tab

This is your primary message management interface. It displays all incoming messages in a sortable, filterable table format. Use this view to:

  • Review all customer messages
  • Filter by various criteria (status, source, inquiry type, market, etc.)
  • Sort messages by date received
  • Quickly reply to customers
  • View message details

2. Conversations Tab

This view shows threaded conversation histories with individual customers. Use this to:

  • See the complete back-and-forth conversation with a specific customer
  • View all messages in chronological order
  • Access product information related to the conversation
  • Understand the full context of customer interactions

3. Dashboard Tab

This analytics view provides insights into your messaging activity. Use this to:

  • See overall statistics (total messages, unique senders, recent activity)
  • View trends over time by market, product, and inquiry type
  • Understand patterns in customer communications
  • Make data-driven decisions about customer service priorities

Header Toolbar Elements

At the top of the page, you’ll find several important tools:

Time UTC Widget: Displays a reminder that all messaging timestamps use UTC (Coordinated Universal Time). This ensures consistency across different time zones.

Share Form Links Button: Opens a panel where you can copy links to share your customer request form, your support email address, QR codes, and embed codes for your website.

Message Selector Configuration: Opens settings to configure language preferences for message translation and pre-generated responses.

Add Inquiry Options Button: Opens a dialog to manage your inquiry categories (the types of customer questions you want to track).

Manage SOPs Button: Opens a dialog to create, edit, and delete your Standard Operating Procedures (response templates).

Send Message Button: Opens a dialog to compose and send a new message to a customer (appears when you have messages in your table).

Table Columns (Chats Tab)

When viewing the Chats tab, you’ll see a table with the following columns:

Message Sent: Shows the SLA countdown timer or “Responded ✅” status. Yellow badge indicates time remaining, red indicates overdue, green indicates responded.

Ticket Name: The customer’s name or identifier. Click the filter icon to search for specific customers.

Source: Badge showing where the message came from (Amazon = blue, Email = yellow, Form = green). Click filter icon to filter by source.

Inquiry: Color-coded badge showing the AI-categorized inquiry type. Click filter icon to filter by specific inquiry types.

Market: Country flag icon showing the Amazon marketplace. Click filter icon to filter by specific markets.

Order ID: Shows the order number if available, or “Pre Order” badge if no order exists. Click filter icon to search by order ID or filter for messages without orders.

Days Since Order: Number showing how many days have passed since the order was placed. Color-coded: green (≤30 days), yellow (31-180 days), red (181-365 days), gray (365+ days).

Received: Date and time when the message was received, displayed in UTC timezone.

Action: Buttons to view message details or send a quick reply.

Filtering System

Throughout the interface, you’ll encounter filter controls. Here’s how they work:

Filter Icons: Small funnel icons (🔽) next to column headers indicate you can filter that column. Click the icon to open filter options.

Active Filters: When filters are applied, you’ll see:

  • Filter badges below the search bar showing active filters
  • A “Clear All” button to remove all filters at once
  • Individual X buttons on each filter badge to remove specific filters

Filter Types:

  • Dropdown Filters: Select from predefined options (e.g., Source, Market, Message Sent status)
  • Text Search Filters: Type to search (e.g., Ticket Name, Order ID)
  • Range Filters: Use sliders to set minimum and maximum values (e.g., Days Since Order)
  • Checkbox Filters: Toggle options on/off (e.g., “No Order ID”)

Search Functionality

Global Search Bar: Located at the top of the Chats table, this searches across all message content. Type any keyword and the system will find matching messages.

Column-Specific Search: Some columns have their own search filters (Ticket Name, Order ID) that search only within that column’s data.

Debounced Search: The search waits briefly after you stop typing before executing, preventing excessive queries while you type.

Pagination Controls

At the bottom of tables, you’ll find:

Previous/Next Buttons: Navigate between pages of results.

Messages Per Page Selector: Choose how many messages to display per page (10, 20, 50, or 100).

Page Indicators: Shows which page you’re viewing and total number of pages.

Comprehensive User Guide

Getting Started: Setting Up Your Messaging System

Step 1: Understanding Your Generated Email Address

When you first access the messaging system, you’ll see a page displaying your unique Internal Email address. This email address is automatically generated by the system and is unique to your organization.

What to do with this email:

  1. Copy the email address using the copy button
  2. Log into your Amazon Seller Central account
  3. Navigate to Settings → Notification Preferences
  4. Add this email address to All Countries/Marketplaces in the buyer-seller messaging section
  5. Save your changes

Why this matters: Once configured, Amazon will forward all buyer messages to this email address, and they’ll automatically appear in your messaging dashboard. The AI will categorize them and suggest responses based on your SOPs.

Important: This email address is specific to your organization. Don’t share it publicly or use it for other purposes - it’s designed solely for receiving Amazon buyer messages.

Step 2: Configuring Inquiry Options

Inquiry options are categories that help you organize customer messages. The AI uses these to automatically classify incoming messages.

To add inquiry options:

  1. Click the “Add Inquiry Options” button in the header toolbar
  2. In the dialog that opens, click “Add an option”
  3. Enter:
    • Name: A short name for the inquiry type (e.g., “Damage”, “Refund”, “Shipping Question”)
    • Description: A detailed explanation of what this inquiry type means
    • Color: Select a color from the available options to visually distinguish this inquiry type
  4. Click “Add” to save

Best practices for inquiry options:

  • Create 5-10 inquiry types that cover your most common customer questions
  • Use clear, descriptive names that your team will understand
  • Write detailed descriptions to help the AI categorize messages accurately
  • Use different colors for easy visual distinction
  • Examples of good inquiry types:
    • “Damage” - Product arrived damaged or defective
    • “Refund Request” - Customer wants money back
    • “Shipping Question” - Questions about delivery status or timing
    • “Product Question” - Questions about product features or usage
    • “Return Request” - Customer wants to return the product
    • “Missing Item” - Order incomplete or item missing
    • “Wrong Item” - Customer received incorrect product

Limitations: You can create up to 10 inquiry options. Choose them carefully to cover your most common scenarios.

Step 3: Creating Standard Operating Procedures (SOPs)

SOPs are response templates that guide how you handle different types of customer inquiries. The AI uses these to generate suggested replies.

To create an SOP:

  1. Click the “Manage SOPs” button in the header toolbar
  2. Click “Create New SOP”
  3. Enter:
    • Title: A descriptive name for this SOP (e.g., “Handle Damage Claims”, “Process Refund Requests”)
    • Description: The full text of your standard response or procedure. This can include:
      • Greeting and acknowledgment
      • Steps you’ll take to resolve the issue
      • Information you’ll need from the customer
      • Expected timeline for resolution
      • Closing statement
  4. Click “Create” to save

Example SOP Structure:

Title: Handle Product Damage Claims

Description:

Dear [Customer Name],

Thank you for contacting us about the damaged product. We sincerely apologize for this inconvenience.

To resolve this issue, we will:
1. Send you a replacement product immediately
2. Provide a prepaid return label for the damaged item
3. Process your replacement order within 24 hours

Please reply with:
- Photos of the damaged product
- Your preferred delivery address

We appreciate your patience and will ensure you receive a perfect product.

Best regards,
[Your Name]

Tips for effective SOPs:

  • Write SOPs in a friendly, professional tone
  • Include placeholders like [Customer Name] that the AI can replace
  • Be specific about what actions you’ll take
  • Set clear expectations for timelines
  • Include information requests when needed
  • Create separate SOPs for different scenarios
  • Review and update SOPs regularly based on customer feedback

Managing SOPs:

  • Edit: Click “Edit” on any SOP card to modify its content
  • Delete: Click “Delete” to remove an SOP (be careful - this cannot be undone)
  • View: All SOPs are visible in the Manage SOPs dialog

Step 4: Configuring Language Settings

The system can translate incoming messages and generate responses in different languages.

To configure languages:

  1. Click the settings icon (⚙️) in the header toolbar
  2. In the popup that appears:
    • Translate messages to: Select the language you want incoming messages translated into. Choose “N/A” if you don’t want translation.
    • Pre-generated messages in: Select the language for AI-generated response suggestions
  3. Click “Save”

Available languages: The system supports multiple languages including English (EN), Spanish (ES), French (FR), German (DE), Italian (IT), Portuguese (PT), Japanese (JA), Chinese (CN), and more.

How it works:

  • When a message arrives in a different language, it will be automatically translated to your selected language
  • The original message remains available in the “Message” tab
  • AI-generated responses will be created in your selected pre-generated language
  • You can switch between original and translated versions when viewing messages

Working with Messages: The Chats Tab

Viewing Your Messages

When you open the Chats tab, you’ll see a table displaying all your customer messages. Each row represents one message with key information visible at a glance.

Understanding the Message Status Indicators:

Yellow Badge - “Left to Respond: Xd Xh”: This message hasn’t been responded to yet, and you have time remaining before the 24-hour SLA deadline. The countdown shows months (m), days (d), and hours (h) remaining.

Red Badge - “Overdue SLA Xm Xd Xh”: This message has passed the 24-hour response deadline. The countdown shows how overdue it is.

Green Badge - “Responded ✅”: You’ve already sent a response to this customer.

Message Status Calculation: The system calculates time remaining using this formula:

Time Remaining=(Received Time+24 hours)−Current TimeTime\ Remaining = (Received\ Time + 24\ hours) - Current\ Time

If the result is positive, you have time remaining. If negative, the message is overdue.

Filtering Messages

Filter by Response Status:

  1. Click the filter icon (🔽) in the “Message Sent” column header
  2. Select:
    • All: Show all messages regardless of status
    • Responded: Show only messages you’ve already replied to
    • Overdue: Show only messages that have passed the 24-hour deadline
  3. The filter badge will appear below the search bar

Filter by Source:

  1. Click the filter icon in the “Source” column header
  2. Select:
    • All: Show messages from all sources
    • Amazon: Show only Amazon Seller Central messages
    • Email: Show only direct email messages
    • Form: Show only messages from your web form
  3. The filter badge will appear showing “Source: [selected source]”

Filter by Inquiry Type:

  1. Click the filter icon in the “Inquiry” column header
  2. Type to search for a specific inquiry type, or scroll through the list
  3. Click an inquiry type to filter (or click “All” to remove the filter)
  4. The selected inquiry will be highlighted, and a filter badge will appear

Filter by Market:

  1. Click the filter icon in the “Market” column header
  2. Select a marketplace from the dropdown (e.g., US, UK, DE, FR, CA, etc.)
  3. Only messages from that marketplace will be displayed

Filter by Ticket Name:

  1. Click the filter icon in the “Ticket Name” column header
  2. Type the customer’s name or identifier in the search box
  3. Click “Apply Filter”
  4. The table will show only messages from that customer

Filter by Order ID:

  1. Click the filter icon in the “Order ID” column header
  2. You have two options:
    • Search by Order ID: Type the order ID in the format XXX-XXXXXXX-XXXXXXX (the system formats it automatically)
    • Filter for messages without orders: Check the “No Order ID” checkbox
  3. Click “Apply Filter”
  4. To clear, click “Clear Filter” or uncheck the checkbox

Filter by Days Since Order:

  1. Click the filter icon in the “Days Since Order” column header
  2. Use the slider to set:
    • Minimum days: The lowest number of days since order (0 to 365+)
    • Maximum days: The highest number of days since order
  3. The slider shows “365+” for orders older than 365 days
  4. Click “Apply Filter”
  5. The filter badge will show the range (e.g., “Min Days: 30, Max Days: 90”)

Using Global Search:

  1. Type any keyword in the “Search messages…” box at the top of the table
  2. The system searches through all message content
  3. Results update automatically as you type (with a brief delay)
  4. Clear the search box to see all messages again

Clearing Filters:

  • Clear individual filter: Click the X button on any filter badge
  • Clear all filters: Click the “Clear All” button (shows count of active filters)
  • Remove filter from column: Click the filter icon again and select “All” or use the clear option

Sorting Messages

Sort by Received Date:

  1. Click the sort arrows (↑↓) in the “Received” column header
  2. First click: Sort newest first (descending)
  3. Second click: Sort oldest first (ascending)
  4. The active sort is indicated by an up or down arrow icon

Default Sort: Messages are sorted by received date, newest first, by default.

Viewing Message Details

To view full message details:

  1. Click anywhere on a message row in the table
  2. A side panel (sheet) opens on the right showing:
    • Overview Card: Ticket name, source, inquiry type, market, received date, sender email, organization email
    • Order Details Card: Order ID, ASIN, product information, order status, days since order
    • Message Content: The full message text with tabs for original and translated versions
    • Attachments: Any images or files attached to the message
    • Pre-Generated Answer: AI-suggested response based on your SOPs
    • Notes: Your internal notes about this message
    • Quick Reply Button: To send a response

Understanding the Overview Card:

  • Ticket Name: Customer identifier
  • Source: Where message came from (badge color-coded)
  • Inquiry: AI-categorized type (color-coded badge, editable)
  • Market: Marketplace flag icon
  • Received: Date and time in UTC
  • Sender: Customer’s email (clickable to copy)
  • Organization: Your organization email

Understanding the Order Details Card:

  • Order ID: Amazon order number (if available)
  • ASIN: Product identifier
  • Product Name: Full product name
  • Product Image: Visual reference
  • Order Status: Current order status
  • Days Since Order: Time elapsed since order placement

Changing Inquiry Type:

  1. In the Overview card, click the inquiry badge
  2. Select a different inquiry type from the dropdown
  3. The change saves automatically
  4. This helps improve AI categorization over time

Viewing Attachments:

  • Images display as thumbnails you can click to view full size
  • Documents show file icons
  • Hover over attachments to see file names
  • Click attachments to download or view

Adding Notes:

  1. Scroll to the “Notes” section in the message details panel
  2. Click in the text editor
  3. Type your internal notes (these are only visible to your team)
  4. Notes are saved automatically
  5. Use notes to track:
    • Internal discussions about the issue
    • Follow-up actions needed
    • Special circumstances
    • Resolution steps taken

Replying to Messages

Quick Reply (Recommended Method):

  1. Click a message row to open the details panel
  2. Scroll to the “Pre-Generated Answer” section
  3. Review the AI-suggested response
  4. Edit the response if needed using the text editor
  5. Click “Quick Reply” button
  6. In the confirmation dialog:
    • Review the message content
    • Add attachments if needed (click “Upload Files”)
    • Click “Reply to Customer” to send
    • Or click “Cancel” to go back

Sending from Table View:

  1. Click the “Quick Reply” button in the “Action” column
  2. Follow the same process as above

What happens when you reply:

  • The message is sent to the customer via the original channel (Amazon, Email, or Form)
  • The message status changes to “Responded ✅”
  • The SLA countdown stops
  • Your reply appears in the conversation history
  • The customer receives your response

Adding Attachments to Replies:

  1. In the Quick Reply dialog, click “Upload Files”
  2. Select files from your computer
  3. Supported file types:
    • Images: PNG, JPG, JPEG, GIF, WEBP
    • Documents: PDF, DOC, DOCX
    • Spreadsheets: XLS, XLSX, CSV
    • Text files: TXT
  4. Maximum total size: Varies by channel (check the limit shown)
  5. Preview attachments before sending
  6. Remove attachments by clicking the X button

File Size Limits: The system enforces file size limits to ensure reliable delivery. If you exceed the limit, you’ll see an error message showing how much space remains.

Sending New Messages

To send a message to a customer:

  1. Click the “Send Message” button in the header (appears when you have messages)
  2. Fill in the form:
    • To: Customer’s email address (required)
    • CC: Additional recipients (optional, comma-separated)
    • BCC: Hidden recipients (optional, click “BCC” to reveal field, comma-separated)
    • Subject: Message subject line (required)
    • Message: Compose your message using the rich text editor
  3. Add attachments if needed (click “Upload Files”)
  4. Click “Send” to deliver the message
  5. Or click “Cancel” to close without sending

Message Editor Features:

  • Rich text formatting (bold, italic, underline)
  • Bullet and numbered lists
  • Text alignment options
  • Link insertion
  • Full editing capabilities

Important Notes:

  • All fields marked with * are required
  • Email addresses must be valid format
  • Subject line is required for email messages
  • Message content cannot be empty
  • Attachments are optional but helpful for providing documentation

Working with Conversations: The Conversations Tab

Understanding the Conversations View

The Conversations tab provides a threaded view of all messages with individual customers, similar to a chat interface. This helps you see the complete context of customer interactions.

Layout Structure:

  • Left Sidebar: List of all customers who have sent messages
  • Center Panel: The conversation thread with the selected customer
  • Right Sidebar (desktop only): Product information related to the conversation

Viewing All Conversations:

  • The left sidebar shows all customers who have sent you messages
  • Each conversation shows:
    • Avatar: Initials of the customer’s name
    • Ticket Name: Customer identifier
    • Message Preview: Snippet of the most recent message
    • Icons:
      • 📦 Box icon = Order ID available
      • 📎 Paperclip icon = Message has attachments
    • Market Flag: Country flag showing marketplace
    • Time: “X minutes/hours/days ago” relative time
    • Source Badge: Color-coded badge (Email=yellow, Form=green, Amazon=blue)

Searching Conversations:

  1. Use the search box at the top of the conversation list
  2. Type customer name, email, or ticket name
  3. Results filter automatically as you type
  4. Clear the search to see all conversations again

Pagination:

  • If you have many conversations, use Previous/Next buttons at the bottom
  • Shows current page number and total pages
  • Default: 7 conversations per page

Selecting a Conversation:

  • Click any conversation in the sidebar to view its messages
  • The conversation thread opens in the center panel
  • On mobile devices, this opens a full-screen sheet

Viewing Conversation Threads

Message Display:

  • Messages appear in chronological order (oldest to newest)
  • Your messages appear on the right (blue background)
  • Customer messages appear on the left (gray background)
  • Each message shows:
    • Avatar: “You” for your messages, customer initials for theirs
    • Message Text: Full message content
    • Attachments: Thumbnails for images, icons for documents
    • Timestamp: “X minutes/hours/days ago” relative time
    • Attachment Icon: Paperclip icon if message has attachments

Inquiry Thread Separators:

  • When the inquiry type changes within a conversation, a colored separator line appears
  • Shows the inquiry type badge
  • Helps identify when the conversation topic shifts

Loading More Messages:

  • If a conversation has many messages, click “Load More Messages” at the top
  • Loads older messages in batches of 20
  • Button disappears when all messages are loaded
  • Shows “No more messages” when you’ve reached the beginning

Scrolling Behavior:

  • New conversations automatically scroll to the most recent message
  • Use the scrollbar to navigate through older messages
  • On mobile, swipe to scroll

Viewing Attachments in Conversations

Image Attachments:

  • Display as thumbnails in the message
  • Click to view full size in a new tab
  • Hover to see download option
  • Images maintain aspect ratio

Document Attachments:

  • Show file type icons
  • Click to download or open
  • File names visible on hover
  • Supported types: PDF, DOC, DOCX, XLS, XLSX, CSV, TXT

Attachment Indicators:

  • Paperclip icon (📎) appears next to messages with attachments
  • Visible in both message list and conversation thread

Product Information Panel

When Products Are Mentioned:

  • If any message in a conversation mentions a product (has an ASIN), a “Show Products” button appears
  • Click to expand the product information panel
  • Shows all unique products mentioned in the conversation

Product Details Displayed:

  • Product Image: Visual reference
  • Product Name: Full display name
  • ASIN: Amazon product identifier (clickable)
  • Order ID: Associated order number (if available, clickable)

Desktop vs Mobile:

  • Desktop: Product panel appears as a right sidebar
  • Mobile: Product information appears at the top of the conversation sheet

Collapsing Products:

  • Click “Hide Products” to collapse the panel
  • On desktop, click the X button in the top-right of the product panel

Conversation Statistics

At the top of each conversation:

  • Customer Name: Ticket name or email
  • Message Count: Total number of messages in the conversation
  • Avatar: Visual identifier with customer initials

Understanding Message Count:

  • Includes all messages from both you and the customer
  • Updates in real-time as new messages arrive
  • Helps gauge conversation length and complexity

Working with Analytics: The Dashboard Tab

Understanding Dashboard Statistics

The Dashboard provides three key metrics at the top:

Total Messages:

  • Shows the complete count of all messages ever received
  • Includes messages from all sources (Amazon, Email, Form)
  • Includes all statuses (responded and pending)
  • Updates in real-time as new messages arrive

Unique Senders:

  • Counts the number of distinct customers who have sent messages
  • One customer = one sender, regardless of how many messages they sent
  • Helps understand your customer base size
  • Updates as new customers contact you

Last 2 Weeks:

  • Shows message count from the past 14 days
  • Calculated as: Current Date - 14 days
  • Helps gauge recent activity levels
  • Useful for spotting trends or spikes in communication

Calculation Formula: Last 2 Weeks Count=∑i=1nMessagesi where (Current Date−Message Date)≤14 daysLast\ 2\ Weeks\ Count = \sum_{i=1}^{n} Messages_i\ where\ (Current\ Date - Message\ Date) \leq 14\ days

Understanding Dashboard Charts

Messages by Market (Monthly):

  • Chart Type: Stacked bar chart
  • X-Axis: Months (formatted as YYYY-MM)
  • Y-Axis: Message count
  • Bars: Each bar segment represents one marketplace
  • Colors: Different color for each marketplace
  • Legend: Click marketplace names to show/hide specific markets
  • Purpose: See which marketplaces generate the most messages over time
  • Use Cases:
    • Identify markets with high customer service needs
    • Spot seasonal trends by marketplace
    • Compare message volumes across regions

How to Read:

  • Taller bars = more messages in that month
  • Wider color segments = more messages from that marketplace
  • Hover over bars to see exact counts
  • Click legend items to focus on specific markets

Messages by ASIN (Quarterly):

  • Chart Type: Stacked bar chart
  • X-Axis: Quarters (formatted as YYYY-Q1, YYYY-Q2, etc.)
  • Y-Axis: Message count
  • Bars: Each bar segment represents one product (ASIN)
  • Colors: Different color for each ASIN
  • Legend: Scrollable list of all ASINs
  • Purpose: Identify which products generate the most customer inquiries
  • Use Cases:
    • Find products with quality issues
    • Identify products needing better descriptions
    • Spot products with high return rates
    • Plan inventory based on support needs

Quarter Calculation: Quarter=⌈Month Number3⌉Quarter = \lceil \frac{Month\ Number}{3} \rceil

Where Month 1-3 = Q1, Month 4-6 = Q2, Month 7-9 = Q3, Month 10-12 = Q4

How to Read:

  • Focus on ASINs with consistently high message counts
  • Look for sudden spikes indicating issues
  • Compare quarters to see if problems are improving
  • Use to prioritize product improvements

Total Messages by ASIN (Donut Chart):

  • Chart Type: Donut/pie chart
  • Segments: Each segment represents one ASIN
  • Size: Proportional to total message count for that ASIN
  • Center: Shows total message count across all ASINs
  • Legend: All ASINs listed horizontally
  • Purpose: Quick visual overview of which products dominate your support volume
  • Use Cases:
    • Identify top problem products at a glance
    • Understand product support distribution
    • Quick reference for support team priorities

Percentage Calculation: Percentage for ASIN=Messages for ASINTotal Messages×100%Percentage\ for\ ASIN = \frac{Messages\ for\ ASIN}{Total\ Messages} \times 100\%

How to Read:

  • Larger segments = more messages for that product
  • Hover over segments to see exact counts and percentages
  • Use to quickly identify which 20% of products cause 80% of support issues

Messages by Inquiry Type (Monthly):

  • Chart Type: Stacked bar chart
  • X-Axis: Months (formatted as YYYY-MM)
  • Y-Axis: Message count
  • Bars: Each bar segment represents one inquiry type
  • Colors: Match your inquiry option colors
  • Legend: All inquiry types with color indicators
  • Purpose: Understand what types of issues customers face over time
  • Use Cases:
    • Identify common problem patterns
    • Track if specific issues are increasing/decreasing
    • Plan SOP improvements based on inquiry frequency
    • Allocate resources to most common inquiry types

How to Read:

  • See which inquiry types are most common
  • Spot trends (e.g., damage claims increasing)
  • Identify months with unusual inquiry distributions
  • Use color coding to quickly identify inquiry types

Interacting with Charts

Hovering:

  • Hover over chart elements to see detailed tooltips
  • Tooltips show exact values, dates, and percentages
  • Helps get precise numbers without cluttering the chart

Legend Interaction:

  • Click legend items to show/hide specific series
  • Useful for focusing on specific markets, ASINs, or inquiry types
  • Click again to restore visibility

Zooming and Panning:

  • Some charts support zooming (check if zoom controls appear)
  • Use mouse wheel to zoom in/out
  • Drag to pan when zoomed in

Exporting Data:

  • Charts display data visually, but raw numbers come from your message data
  • Use the Chats tab with filters to get detailed data for specific time periods
  • Combine dashboard insights with filtered table views for analysis

Using Dashboard Insights

Identifying Problems:

  1. Look for ASINs with consistently high message counts
  2. Check inquiry types - are certain issues recurring?
  3. Compare markets - are some marketplaces problematic?
  4. Review trends - are issues getting better or worse?

Making Decisions:

  • Product Improvements: Focus on ASINs with high message volumes
  • SOP Updates: Create/update SOPs for common inquiry types
  • Resource Allocation: Assign more support to high-volume markets
  • Quality Control: Investigate products with damage/defect inquiries

Tracking Improvements:

  • Monitor charts over time to see if changes reduce message volume
  • Compare monthly trends before and after improvements
  • Use inquiry type charts to verify issue resolution

Sharing Your Customer Request Form

Accessing Share Options

  1. Click the “Share Form Links” button (share icon) in the header toolbar
  2. A side panel opens showing all sharing options

Available Sharing Methods

1. Shareable Link:

  • A direct URL to your customer request form
  • Copy using the copy button next to the link
  • Share via:
    • Email to customers
    • Social media posts
    • Website links
    • Printed materials
  • When customers click, they can submit requests directly

2. Support Email Address:

  • Your generated internal email address
  • Copy to share with customers who prefer email
  • Add to email signatures
  • Include in customer communications

3. QR Code:

  • Visual code that customers can scan with their phone
  • Automatically opens your form
  • Perfect for:
    • Printed materials (packaging inserts, receipts)
    • Physical locations
    • Marketing materials
  • Download or print the QR code image

4. Embed Code:

  • HTML code to embed the form on your website
  • Copy the code block
  • Paste into your website’s HTML
  • The form appears directly on your page
  • Includes necessary permissions for file uploads

Using the Embed Code

Step-by-step embedding:

  1. Copy the embed code from the Share Form Links panel
  2. Log into your website’s content management system
  3. Navigate to the page where you want the form
  4. Switch to HTML/code editor mode
  5. Paste the embed code where you want the form to appear
  6. Save and publish your page
  7. The form will appear as an embedded iframe

Embed Code Features:

  • Responsive design (works on mobile and desktop)
  • Includes file upload capabilities
  • Styled to match your branding
  • Secure and isolated from your main site

Customization:

  • The embed code uses a fixed URL - contact support if you need customization
  • Form styling is handled by the system
  • You can adjust the iframe size using CSS if needed

Managing Your Settings

Language Configuration

Accessing Language Settings:

  1. Click the settings icon (⚙️) in the header toolbar
  2. The language configuration panel opens

Setting Message Translation Language:

  • Purpose: Translate incoming messages to your preferred language
  • Options: Select from available languages or “N/A” for no translation
  • How it works:
    • Messages arrive in their original language
    • System translates them to your selected language
    • Original remains available in “Message” tab
    • Translated version appears in “Translated” tab
  • Use Case: If you receive messages in multiple languages but prefer to read in one

Setting Pre-Generated Answer Language:

  • Purpose: Control what language AI-generated responses use
  • Options: Select from available languages
  • How it works:
    • AI uses your SOPs to generate responses
    • Responses are created in your selected language
    • You can still edit before sending
  • Use Case: Ensure all your replies are in a consistent language

Saving Settings:

  • Click “Save” button to apply changes
  • Settings take effect immediately
  • Affects all new messages and responses
  • Existing messages retain their original language

Time Zone Information

UTC Timezone:

  • All timestamps in the system use UTC (Coordinated Universal Time)
  • This ensures consistency across different time zones
  • Your local time may differ from displayed times

Why UTC:

  • Amazon uses UTC for all timestamps
  • Prevents confusion when working across markets
  • Ensures accurate SLA calculations
  • Standard practice for international systems

Converting to Your Time Zone:

  • Use online UTC converters if needed
  • Most modern systems show local time automatically
  • Focus on relative times (“2 hours ago”) for quick reference
  • Use exact UTC times for precise record-keeping

The Logic “Under the Hood”

SLA Countdown Calculation

The system tracks how much time remains before you must respond to meet your 24-hour Service Level Agreement deadline.

Basic Formula: Time Remaining=(Message Received Time+24 hours)−Current TimeTime\ Remaining = (Message\ Received\ Time + 24\ hours) - Current\ Time

Detailed Breakdown:

  1. Message Received Time: The exact UTC timestamp when the message arrived
  2. Add 24 Hours: Deadline=Received Time+(24×60×60×1000) millisecondsDeadline = Received\ Time + (24 \times 60 \times 60 \times 1000)\ milliseconds
  3. Calculate Difference: Time Remaining (ms)=Deadline−Current Time (ms)Time\ Remaining\ (ms) = Deadline - Current\ Time\ (ms)

Time Display Formatting:

The system converts milliseconds into human-readable format:

Months=⌊Remaining ms30×24×60×60×1000⌋Months = \lfloor \frac{Remaining\ ms}{30 \times 24 \times 60 \times 60 \times 1000} \rfloor

Days=⌊Remaining ms % (30×24×60×60×1000)24×60×60×1000⌋Days = \lfloor \frac{Remaining\ ms\ \%\ (30 \times 24 \times 60 \times 60 \times 1000)}{24 \times 60 \times 60 \times 1000} \rfloor

Hours=⌊Remaining ms % (24×60×60×1000)60×60×1000⌋Hours = \lfloor \frac{Remaining\ ms\ \%\ (24 \times 60 \times 60 \times 1000)}{60 \times 60 \times 1000} \rfloor

Display Rules:

  • If months > 0: Show “Xm Xd Xh” (e.g., “2m 5d 12h”)
  • If days > 0 but months = 0: Show “Xd Xh” (e.g., “3d 8h”)
  • If hours > 0 but days = 0: Show “Xh” (e.g., “5h”)
  • If hours = 0: Show “0h”

Overdue Calculation:

If Time Remaining ≤ 0, the message is overdue:

Overdue Time=∣Time Remaining∣Overdue\ Time = |Time\ Remaining|

The system displays overdue time using the same formatting rules, prefixed with “Overdue SLA”.

Status Indicators:

  • Yellow Badge: Time remaining > 0 (not overdue)
  • Red Badge: Time remaining ≤ 0 (overdue)
  • Green Badge: Message already responded to (SLA met)

Days Since Order Calculation

This metric helps prioritize older orders that may need attention.

Formula: Days Since Order=⌊Current Date−Order Date1 day⌋Days\ Since\ Order = \lfloor \frac{Current\ Date - Order\ Date}{1\ day} \rfloor

Calculation Steps:

  1. Get the order date from the message’s order information
  2. Get the current date/time (in UTC)
  3. Calculate the difference in milliseconds
  4. Convert to days by dividing by milliseconds per day: Days=Difference (ms)24×60×60×1000Days = \frac{Difference\ (ms)}{24 \times 60 \times 60 \times 1000}
  5. Round down to get whole days

Color Coding:

  • Green (≤30 days): Recent orders, likely still relevant
  • Yellow (31-180 days): Moderate age, may need follow-up
  • Red (181-365 days): Older orders, prioritize if urgent
  • Gray (365+ days): Very old orders, may be historical reference only

Use Cases:

  • Filter messages by order age to prioritize recent issues
  • Identify patterns in when customers contact you relative to purchase
  • Understand if certain products have delayed problem reporting

Dashboard Statistics Calculations

Total Messages

Total Messages=∑i=1n1 for all messages iTotal\ Messages = \sum_{i=1}^{n} 1\ for\ all\ messages\ i

Simply counts every message record in the system, regardless of status, source, or date.

Unique Senders

Unique Senders=∣{Sender Email}i∣Unique\ Senders = |\{Sender\ Email\}_i|

Counts distinct sender email addresses. If the same customer sends multiple messages, they count as one unique sender.

Implementation: The system uses a set data structure to track unique email addresses, then counts the set size.

Last 2 Weeks Count

Last 2 Weeks=∑i=1n1 where (Current Date−Message Datei)≤14 daysLast\ 2\ Weeks = \sum_{i=1}^{n} 1\ where\ (Current\ Date - Message\ Date_i) \leq 14\ days

Filters messages where the difference between current date and message date is 14 days or less, then counts them.

Date Comparison: Days Difference=Current Timestamp−Message Timestamp24×60×60×1000Days\ Difference = \frac{Current\ Timestamp - Message\ Timestamp}{24 \times 60 \times 60 \times 1000}

If Days Difference ≤ 14, include the message in the count.

Chart Data Aggregations

Messages by Market (Monthly)

Grouping Logic:

  1. Extract market identifier from each message
  2. Extract month from message received date: Month=YYYY−MM format from Received DateMonth = YYYY-MM\ format\ from\ Received\ Date
  3. Group messages by (Market, Month) pairs
  4. Count messages in each group

Formula: Count(Market, Month)=∑i=1n1 where Marketi=Market and Monthi=MonthCount(Market,\ Month) = \sum_{i=1}^{n} 1\ where\ Market_i = Market\ and\ Month_i = Month

Sorting: Markets are sorted by total message count (descending) to show highest-volume markets first.

Messages by ASIN (Quarterly)

Quarter Calculation: Quarter Number=⌈Month Number3⌉Quarter\ Number = \lceil \frac{Month\ Number}{3} \rceil

Where:

  • Months 1-3 → Q1
  • Months 4-6 → Q2
  • Months 7-9 → Q3
  • Months 10-12 → Q4

Quarter Format: YYYY-Q1, YYYY-Q2, etc.

Grouping Logic:

  1. Extract ASIN from each message (if available)
  2. Extract quarter from message received date
  3. Group messages by (ASIN, Quarter) pairs
  4. Count messages in each group

Formula: Count(ASIN, Quarter)=∑i=1n1 where ASINi=ASIN and Quarteri=QuarterCount(ASIN,\ Quarter) = \sum_{i=1}^{n} 1\ where\ ASIN_i = ASIN\ and\ Quarter_i = Quarter

Donut Chart Calculation: For the donut chart showing total messages by ASIN:

Total for ASIN=∑i=1n1 where ASINi=ASINTotal\ for\ ASIN = \sum_{i=1}^{n} 1\ where\ ASIN_i = ASIN

Percentage=Total for ASINTotal All Messages×100%Percentage = \frac{Total\ for\ ASIN}{Total\ All\ Messages} \times 100\%

Messages by Inquiry Type (Monthly)

Grouping Logic:

  1. Extract inquiry type from each message (AI-categorized)
  2. Extract month from message received date
  3. Group messages by (Inquiry Type, Month) pairs
  4. Count messages in each group

Formula: Count(Inquiry, Month)=∑i=1n1 where Inquiryi=Inquiry and Monthi=MonthCount(Inquiry,\ Month) = \sum_{i=1}^{n} 1\ where\ Inquiry_i = Inquiry\ and\ Month_i = Month

Sorting: Inquiry types are sorted by total message count (descending) to show most common inquiries first.

AI Inquiry Categorization Logic

While the exact AI algorithm is proprietary, the system uses these principles:

Input Factors:

  • Message text content
  • Keywords and phrases
  • Your defined inquiry options
  • Historical categorization patterns

Matching Process:

  1. Analyze message text for keywords related to each inquiry type
  2. Compare against inquiry option descriptions
  3. Calculate confidence scores for each inquiry type
  4. Select the highest-confidence match
  5. Assign color-coded badge based on selected inquiry

User Verification: You can manually change inquiry types, which helps train the AI for future messages.

Pre-Generated Answer Generation

The AI generates response suggestions using:

Inputs:

  • Customer’s message content
  • Selected inquiry type
  • Relevant SOPs matching the inquiry
  • Product information (if available)
  • Order details (if available)

Process:

  1. Identify inquiry type from message
  2. Find SOPs related to that inquiry type
  3. Extract relevant information from customer message
  4. Fill SOP template with:
    • Customer name/ticket name
    • Product details (if mentioned)
    • Order information (if available)
    • Specific details from customer message
  5. Generate response in configured language
  6. Present as editable suggestion

Template Filling: The system replaces placeholders like:

  • [Customer Name] → Actual ticket name
  • [Product Name] → Product display name
  • [Order ID] → Order number
  • Other dynamic content from message context

Troubleshooting & FAQ

Common Issues and Solutions

”I’m not receiving messages from Amazon”

Possible Causes:

  1. Email not added to Amazon Seller Central
  2. Email added to wrong marketplace
  3. Amazon notification preferences not saved
  4. Email address copied incorrectly

Solutions:

  1. Verify Email Configuration:

    • Copy your internal email from the messaging page
    • Log into Amazon Seller Central
    • Go to Settings → Notification Preferences
    • Navigate to Buyer-Seller Messaging section
    • Verify the email is added to ALL marketplaces (not just one)
    • Save changes and wait 24 hours for propagation

  2. Check Email Format:

    • Ensure you copied the entire email address
    • No extra spaces before or after
    • Email should end with your organization’s domain

  3. Test with Form:

    • Use the Share Form Links to test if the system is working
    • Submit a test message through your form
    • If form messages appear but Amazon messages don’t, the issue is with Amazon configuration

  4. Contact Support:

    • If email is correctly configured but messages still don’t appear after 48 hours, contact support with:
      • Your internal email address
      • Which marketplaces you’ve added it to
      • Screenshot of Amazon notification preferences

”Messages show incorrect inquiry types”

Understanding: The AI categorizes messages automatically, but it’s not always perfect, especially when:

  • Messages are in languages the AI doesn’t handle well
  • Inquiry types are too similar
  • Messages are very short or unclear

Solutions:

  1. Manually Correct:

    • Click the message to open details
    • Click the inquiry badge in the Overview card
    • Select the correct inquiry type
    • The system learns from your corrections

  2. Improve Inquiry Options:

    • Review your inquiry option descriptions
    • Make them more specific and distinct
    • Add keywords that help the AI differentiate
    • Consider splitting similar inquiry types

  3. Update SOPs:

    • Ensure SOPs are clear and specific
    • Include keywords related to inquiry types
    • This helps the AI understand context better

”SLA countdown seems wrong”

Understanding: The countdown uses UTC time and calculates from the exact moment the message was received.

Solutions:

  1. Check Time Zone:

    • Remember all times are in UTC
    • Your local time may differ significantly
    • Use relative times (“2 hours ago”) for quick reference

  2. Verify Message Status:

    • If you’ve already replied, status should show “Responded ✅”
    • If it still shows countdown, your reply may not have been recorded
    • Try refreshing the page

  3. Check Received Time:

    • Open message details to see exact received timestamp
    • Verify it matches when you actually received the message
    • If timestamp is wrong, contact support

  4. Refresh Page:

    • Countdown updates every minute
    • If it seems stuck, refresh the page
    • Check your internet connection

”I can’t send a reply”

Possible Causes:

  1. Required fields not filled
  2. Message content is empty
  3. File attachments too large
  4. Network connection issues
  5. Customer email invalid

Solutions:

  1. Check Required Fields:

    • “To” field must have a valid email address
    • Message content cannot be empty
    • Subject line required for email messages

  2. Verify Message Content:

    • Ensure text editor has content (not just whitespace)
    • Check for hidden characters or formatting issues
    • Try typing a simple message to test

  3. Check File Attachments:

    • Verify file sizes are within limits
    • Remove oversized files
    • Ensure file types are supported
    • Try sending without attachments first

  4. Network Issues:

    • Check your internet connection
    • Try refreshing the page
    • Wait a moment and try again
    • Check browser console for error messages

  5. Invalid Email:

    • Verify customer email address is correct format
    • Check for typos
    • Ensure email doesn’t have extra spaces

”Dashboard shows zero messages but I know I have messages”

Possible Causes:

  1. Filters are applied
  2. Viewing wrong time period
  3. Data not loaded yet
  4. Account/organization mismatch

Solutions:

  1. Check Filters:

    • Look for filter badges below search bar
    • Click “Clear All” to remove filters
    • Verify you’re viewing “All” messages, not filtered subset

  2. Verify Time Period:

    • “Last 2 Weeks” only shows recent messages
    • Check “Total Messages” for all-time count
    • Use Chats tab to see all messages

  3. Refresh Data:

    • Click the refresh button (circular arrow icon)
    • Wait for data to load
    • Check if loading indicator appears

  4. Check Organization:

    • Ensure you’re logged into the correct account
    • Verify you’re viewing the right organization
    • Contact support if messages seem to belong to different account

”Charts are not showing data”

Possible Causes:

  1. No messages in selected time period
  2. Filters excluding all data
  3. Data still loading
  4. Browser compatibility issues

Solutions:

  1. Check Time Range:

    • Charts show data for time periods where messages exist
    • If you have messages but charts are empty, check date ranges
    • Try different time periods

  2. Verify Data Exists:

    • Check “Total Messages” statistic at top
    • If zero, you need to receive messages first
    • Charts require message data to display

  3. Wait for Loading:

    • Dashboard data loads separately from message list
    • Wait for loading indicators to disappear
    • Refresh page if loading seems stuck

  4. Browser Issues:

    • Try different browser (Chrome, Firefox, Safari, Edge)
    • Clear browser cache
    • Disable browser extensions that might interfere
    • Check browser console for JavaScript errors

”Conversation view is empty”

Possible Causes:

  1. No conversations exist yet
  2. Search filter excluding all conversations
  3. Wrong page selected in pagination
  4. Data loading issue

Solutions:

  1. Check for Messages:

    • Switch to Chats tab to verify messages exist
    • Conversations only appear if you have messages
    • Each unique sender creates one conversation

  2. Clear Search:

    • Clear any search text in conversation sidebar
    • Remove any filters
    • Check you’re on page 1 of conversations

  3. Refresh:

    • Click refresh button
    • Reload the page
    • Wait for conversations to load

  4. Verify Sender List:

    • Conversations require sender information
    • If messages don’t have sender emails, conversations won’t appear
    • Check message details to verify sender data exists

Frequently Asked Questions

General Questions

Q: How do I get started? A: Follow these steps:

  1. Copy your generated internal email address
  2. Add it to Amazon Seller Central notification preferences (all marketplaces)
  3. Create inquiry options for common customer questions
  4. Create SOPs for standard responses
  5. Configure language settings if needed
  6. Start receiving and responding to messages!

Q: Is there a mobile app? A: The system works in mobile web browsers. The interface adapts to mobile screens with:

  • Collapsible sidebars
  • Touch-friendly buttons
  • Mobile-optimized conversation view
  • Responsive tables and charts

Q: How many messages can I store? A: There’s no hard limit on message storage. The system paginates results for performance, showing 8-100 messages per page depending on your selection.

Q: Can multiple team members use this? A: Yes! All team members with access to your organization can:

  • View all messages
  • Respond to customers
  • Manage SOPs and inquiry options
  • View dashboard analytics
  • Share form links

Q: How secure is customer data? A: The system uses industry-standard security practices:

  • Encrypted data transmission
  • Secure authentication
  • Access controls
  • Regular security updates
  • Compliance with data protection regulations

Feature Questions

Q: Can I customize the inquiry types? A: Yes! You can:

  • Add up to 10 inquiry options
  • Edit names and descriptions
  • Choose colors for visual distinction
  • Delete options you no longer need
  • The AI learns from your custom categories

Q: How accurate is the AI categorization? A: Accuracy improves over time as:

  • You correct mis-categorized messages
  • You refine inquiry option descriptions
  • The system learns from your patterns
  • You provide more context in SOPs

Typical accuracy ranges from 70-90% depending on message clarity and your inquiry option definitions.

Q: Can I use my own email templates? A: Yes! SOPs act as your email templates. You can:

  • Create multiple SOPs for different scenarios
  • Include placeholders for dynamic content
  • Format with rich text
  • The AI fills templates with customer-specific information

Q: Does the system work with languages other than English? A: Yes! The system supports:

  • Automatic message translation
  • Multi-language response generation
  • 20+ languages including Spanish, French, German, Chinese, Japanese, and more
  • Configure languages in Message Selector Configuration settings

Q: Can I export message data? A: Currently, you can:

  • View all messages in the table
  • Filter and search to find specific messages
  • Copy individual message content
  • View analytics in dashboard charts
  • Contact support for bulk export options

Q: How do I handle attachments? A: Attachments work as follows:

  • Receiving: View images and download documents from customer messages
  • Sending: Upload files when replying (images, PDFs, documents, spreadsheets)
  • Limits: File size limits vary by channel (check limits when uploading)
  • Types: Supported formats include images, PDFs, Office documents, CSV, TXT

Technical Questions

Q: Why are all times in UTC? A: UTC (Coordinated Universal Time) ensures:

  • Consistency across different time zones
  • Accurate SLA calculations
  • Alignment with Amazon’s timestamp system
  • No confusion from daylight saving time changes
  • International standard for business systems

Q: How often does data refresh? A: Data refreshes:

  • Real-time: New messages appear as they arrive
  • Countdown timers: Update every minute
  • Dashboard: Refreshes when you open the Dashboard tab
  • Manual refresh: Click refresh button anytime

Q: What happens if I delete an inquiry option? A: When you delete an inquiry option:

  • Messages already categorized with that option keep their categorization
  • You can still filter by that inquiry type for historical messages
  • New messages won’t be categorized with the deleted option
  • Consider reassigning existing messages to new inquiry types

Q: Can I undo sending a message? A: No, once a message is sent, it cannot be recalled. Always:

  • Review the message preview before sending
  • Double-check customer email address
  • Verify attachments are correct
  • Use the confirmation dialog to review one more time

Q: What if the AI suggests a bad response? A: You can always:

  • Edit the pre-generated answer before sending
  • Ignore the suggestion and write your own response
  • Update your SOPs to improve future suggestions
  • Provide feedback to help improve AI accuracy

Integration Questions

Q: Can I integrate this with other tools? A: Current integrations include:

  • Amazon Seller Central (via email forwarding)
  • Custom web forms (via embed code)
  • Direct email (via internal email address)
  • Contact support for API access or additional integrations

Q: How do I add the form to my website? A: Follow these steps:

  1. Click “Share Form Links” button
  2. Copy the embed code
  3. Paste into your website’s HTML where you want the form
  4. Save and publish your page
  5. The form appears as an embedded iframe

Q: Can customers contact me without going through Amazon? A: Yes! Customers can:

  • Use your custom web form (via shareable link or embed)
  • Email your internal email address directly
  • All messages appear in the same messaging dashboard

Billing and Limits Questions

Q: Are there message limits? A: Message limits depend on your subscription plan. Contact your account manager or check your plan details for specific limits.

Q: What happens if I exceed limits? A: If you approach or exceed limits:

  • You’ll receive notifications
  • Some features may be temporarily restricted
  • Contact support to upgrade your plan
  • Historical messages remain accessible

Q: Can I try this before committing? A: Yes! The system offers:

  • Free trial period (check current offers)
  • Full feature access during trial
  • No credit card required for trial
  • Easy setup to start receiving messages immediately

Conclusion

This messaging system is designed to streamline your customer communication, save time with AI-powered organization and suggestions, and help you maintain excellent customer service standards. By following this manual and exploring the features, you’ll quickly become proficient in managing customer messages efficiently.

Remember:

  • Set up your inquiry options and SOPs early for best results
  • Regularly review and update your SOPs based on customer feedback
  • Use filters and search to find messages quickly
  • Monitor the dashboard to understand communication patterns
  • Don’t hesitate to manually correct AI categorizations - it helps improve accuracy
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