Messages

Review and action channel conversations in one Inbox view.

Last updated:

Use Inbox → Messages to manage buyer conversations across connected channels.

What you can do

  • Filter by channel, unread state, and message type
  • Filter assignment by All, Mine, or Unassigned
  • Search by buyer, subject, or listing reference; the search field keeps focus after the debounced list refresh so you can keep typing
  • Assign or unassign a conversation to an active team member
  • Use Assign to me from the list or the conversation header for quick pickup
  • Use the Offers header action to jump from Messages to offer handling
  • Bulk assign, unassign, archive, or delete selected conversations from the bulk-action row beneath the filters
  • Open a conversation from the linked subject
  • Use the Subject column as the primary summary cell on narrower layouts:
    • a compact unread-count slot sits beside Subject on wider layouts so unread state stays visible while scanning
    • unread badges move into Subject when the dedicated unread-count slot is hidden
    • type chips move into Subject when the dedicated Type column is hidden
    • owner status moves into Subject when the compact Owner column is hidden
  • Open a conversation and review full history
  • Change the assignee from inside the conversation detail card
  • Reply where channel reply is supported
  • Archive, unarchive, delete, and restore conversations

Message types

  • Buyer question
  • Offer update
  • Order financial
  • Order cancellation
  • Returns and cases
  • Shipping or fulfilment update
  • Account notice
  • Other

eBay-specific behaviour

For eligible eBay conversations, you can reply from inside ChannelWeave.

Shopify and Website behaviour

Shopify and Website contact/buyer messages can appear in the same Inbox list when their channel message setup is enabled. Shopify storefront contact-form previews start with the customer's message in the list; source/path/contact metadata remains available inside the conversation detail. Shopify and Website rows show the buyer name without repeating the email suffix in the Subject column.

For eligible Website conversations, you can now reply from inside ChannelWeave when:

  • the Website thread has a valid buyer email address
  • your Website relay accepts signed outbound reply requests at /api/website/replies/send
  • your relay has email-sender credentials configured (for example SMTP credentials for your mailbox provider)