Reply to customers in Chizy Inbox
When a shopper asks for a person, the conversation lands in Chizy Inbox with a Waiting for Agents badge. This page walks through finding it, joining, replying using the toolbar, and resolving when you're done.
Before you start, make sure Live Chat is on and your notifications are set up — see Set up Live Chat.
How it works
Chizy Inbox is where every conversation lives — AI-handled and live-chat alike. Each conversation carries an Inbox Type badge so you can tell at a glance what state it's in:
AI Chat — the AI is handling it. Nothing for you to do.
Waiting for Agents — a shopper asked for a person and no one has replied yet. Someone from your team should jump in.
Live Chat — someone from your team is actively replying.
You can filter the Inbox grid by Inbox Type to see just the conversations that need attention.
Find the conversation
Open Inbox from Chizy's left navigation. The grid now includes an Inbox Type column.
Look for rows tagged Waiting for Agents, or use Filter → Inbox Type → Waiting for Agents to narrow the view.
Click the row. Chizy opens the 3-pane inbox: conversation list on the left, the chat in the middle, customer details on the right.
You can also click the notification you received — both web push and email deep-link straight to the exact conversation.
Reply
Type your message and click Send. Above the input, the toolbar gives you seven tools:
Text formatting (A) — bold, italic, underline. Applies to selected text, or to what you type next.
Quick Replies — insert one of your saved shortcuts. You can also just type
/in the input to open the picker inline.Attachments — upload an image or video into the chat.
Products — search your Shopify catalog and send a product card the shopper can click through to the product page.
Discounts — send a discount as a card the shopper can click to apply automatically at checkout.
Emoji — insert an emoji.
Hyperlink — turn selected text into a clickable link.
Shoppers see your reply appear instantly, labeled with the Staff name you set in Human Handover, or Customer Support if you didn't set one.
Edit or delete a message you just sent. Within 1 minute of sending, and only if the shopper hasn't seen it yet, click the 3-dot menu next to your message → Edit or Delete. After that window, the message stays as sent.
Resolve when done
Click Resolve at the top of the chat pane. On the next reload, the conversation moves to the Resolved tab and the AI reactivates for it — if the shopper sends a new message later, it comes back to your Open tab as a fresh AI-handled chat.
To reopen a resolved conversation, click into it and click Reopen.
Good to know
The AI takes over if no one replies. If no one from your team joins within your AI Resume Timeout (default 5 minutes, adjustable in Human Handover), the AI resumes so the shopper isn't left waiting.
Shoppers can ask the AI back too. While waiting for you, or during a live chat, the shopper sees a Continue with AI button in the chat footer. If they click it, the AI takes over immediately.
A burst of messages produces one notification, not many. If a shopper sends five messages in a row, you get one push 60 seconds after the last one — not five in a row.
Notifications pause while you're typing. If someone from your team is already typing in the input for that conversation, Chizy suppresses the new-message push.
Block a conversation to lock both sides. From the row 3-dot menu or the chat 3-dot menu, click Block conversation. Your input and the shopper's Send button both disable. Click Unlock in the chat pane to reverse.
Leave notes about the shopper. In the right-side Conversation Details pane, use the Notes field. Notes stay with the conversation and are visible to everyone on your team.
Mobile stacks the panes. Tap a row to jump to the chat pane; tap ← to go back to the list.
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