WhatsApp, Instagram, email and web chat in a single live inbox. AI drafts each reply with the customer's Shopify orders in view — your team approves, edits or discards before anything is sent.
Hi Aina! Order #10482 dah dihantar dan sedang dalam perjalanan. Boleh semak status terkini melalui link tracking dalam emel penghantaran ya.
Every channel, every customer and every order in one place
WhatsApp, Instagram DMs, email and web chat land in one list that updates without refreshing. The same customer's conversations on other channels are shown alongside, so nobody answers twice.
Each incoming message is classified by topic and sentiment, and a reply is drafted from your knowledge base in the customer's own language — English or Bahasa Melayu. Your agent sends it, edits it or discards it.
Refund requests, chargeback threats, very unhappy customers and anyone asking for a person go straight to your team with an alert. Order numbers and tracking codes in a draft are checked against Shopify before it can be sent.
The customer's orders, payment and fulfilment status, items, tracking numbers, total spend and tags sit next to the conversation, with a link straight to the order in Shopify admin.
Every edit to an AI draft is recorded. Corrections your team keeps making are turned into suggested lessons; once an admin approves one, it joins the knowledge base and shapes the very next reply.
Add one script tag to your theme. The widget takes your brand colour, asks for a name and email before the chat starts, swaps to email capture outside business hours and lets customers send photos.
Four steps from message to reply
Link your WhatsApp number, Instagram account and Google Workspace mailbox, and add the chat widget to your store.
It is threaded to the right customer, matched to their Shopify record and shown live in the inbox.
Using your knowledge base and the order details. Sensitive topics are routed to a person instead.
Send as written, edit or discard. Edits are logged so the drafts keep improving.
Not unless you allow it. Out of the box every AI reply is a draft that a person approves, edits or discards. You can enable auto-send for routine topics such as order status or sizing on WhatsApp and web chat; it then only sends above a confidence threshold, after order numbers are verified against Shopify, and within an hourly cap. Refunds, returns, exchanges and complaints always go through your team.
WhatsApp, Instagram direct messages, email through a Google Workspace (Gmail) mailbox, and our own web chat widget for your Shopify storefront. Photos and files can be sent and received on all four, within each platform's own limits.
For WhatsApp, yes. CS Inbox receives WhatsApp messages through the Fulfil-IT WhatsApp app, so your tracking notifications and customer service share one WhatsApp Business number and one set of templates.
Yes. Drafts mirror the customer's language: English for English, Bahasa Melayu for Bahasa Melayu, and a mix only when the customer mixes first. Tone follows the playbook you give it.
It can be. CS Inbox was built to replace Re:amaze for a Malaysian fashion brand, and their customer service team now works from it every day across WhatsApp, Instagram, email and web chat.
Not yet. It's offered as a private install. We connect your channels and Shopify store, load your FAQs and tone of voice into the knowledge base and set up your team with you.
Tell us which channels your customers use and how big your team is. We'll walk you through the inbox with your own store data.