Tags and saved replies

Two small tools make working the Inbox queue faster once your team is handling real conversations.

Conversation tags

Settings → Tags is where you create the tags your team can apply to a conversation — give each a name (e.g. “VIP”, “Refund”, “Escalated”) and a color. Once created, a tag can be attached to or removed from any conversation directly from the Inbox’s conversation detail panel, so your team can categorize and filter what they’re looking at.

Saved replies

Saved replies live inside the Inbox itself, not a separate settings page. While replying to a shopper, open Saved replies in the composer to insert a reusable response, or choose + New saved reply to create one on the spot with a title and body — useful for answers your team gives often (shipping timelines, a return policy, a standard greeting) without retyping them every time.

Next: Setting up human handoff.