Inbox and taking over

Reading chats

Open Inbox in Catchly. The inbox has three tabs:

• Needs you: chats handed to your team, open order requests, forms nobody has answered yet, and chats where the AI could not answer. The number next to Inbox in the menu counts these chats. Order requests has its own button in this tab.
• Leads: chats where the shopper left an email. Use Export leads to download them.
• All: every chat, with buttons to show only AI chats, chats with your team or closed chats.

Each chat has a one line summary: the shopper's first question and what happened, such as Answered, email left. Search by email or by words in a message. Test chats are hidden unless you turn on Show test chats.

Open a chat to see the messages, with the store pages each AI reply was based on, the shopper's details if they left them, and context such as the page they were on and what was in their cart when the chat started.

Take over a chat

1. Open the chat and click Take over. You can also type in Reply as your team and send, which takes over the chat too.
2. The AI is paused in that chat until you hand it back. Your replies appear in the shopper's chat.
3. When you are done, click Hand back to AI, or click Close.

Taking over one chat does not change any other chat.

When the AI hands a chat to you

The AI hands a chat to your team when:

• the shopper asks for a person, or uses one of the words you set under Settings, Handing over to your team;
• it is not sure of the answer from your store data;
• the shopper asks for a refund, discount or delivery date your policies do not state.

If your team is offline or the shopper leaves, the chat can ask for their email. When you reply after the shopper has gone, your reply is sent to that email.

Alerts

Catchly emails you when a shopper needs a person or leaves an email. Under Settings, Email capture and alerts, you can list up to 5 addresses, one per line. If you leave it empty, alerts go to your store contact email.

Saved replies

If you answer the same questions often, add saved replies from the inbox. In a chat, use Insert a saved reply, then edit it before you send.

Delete a chat

Open the chat and click Delete. This cannot be undone.

Chats your team answers are free and unlimited on every plan.