Messages

Review and action channel conversations in one Inbox view.

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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, listing reference, thread reference, or message-body text; 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 right-aligned Offers header button to jump from Messages to offer handling
  • Mark a conversation as read, or mark the latest inbound message as unread for follow-up
  • Bulk assign, unassign, mark read, mark unread, 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
  • Use Mark as unread from the conversation detail actions to return the latest inbound message to the unread queue
  • Reply where channel reply is supported
  • Review response-state badges such as Awaiting reply, Reply due soon, Reply overdue, and Reply urgent when the latest inbound message has not been answered. Reply due soon uses an informational/soft-warning treatment, Reply overdue uses warning, and Reply urgent uses a stronger warning. These badges are not send errors. Very overdue conversations move to Reply urgent so the list can separate normal follow-up from conversations needing immediate attention
  • Insert a saved reply, save the current reply as a new template, and append or save your per-user reply signature from the composer
  • Use Ask Eden in the reply composer to draft a buyer response from the current conversation context, then review and send it yourself
  • Review attachment metadata and linked images/files captured from channel message content or forwarded inbound email
  • 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.

Replies are recorded with a deterministic ChannelWeave outbound id before the external eBay send is attempted. If a send is retried after a local error, ChannelWeave reuses the same reply identity instead of creating a new buyer message.

Opening a conversation, marking it read, or marking it unread updates local read state first. For eBay conversations, ChannelWeave also makes a best-effort Trading API read-state update so eBay My Messages stays aligned.

The reply composer includes Ask Eden for eligible conversations. Eden drafts plain-text reply copy from the recent thread context, but it never sends the message. Review the draft, adjust it where needed, then choose Send reply.

The header sync control queues an eBay Inbox sync only when viewing all channels or the eBay channel filter. It does not enqueue eBay work when another channel is selected. The sync runs in the background; wait a moment, then reload the list to check for newly imported conversations. Repeated sync clicks coalesce into the active background job rather than starting duplicate eBay fetches.

Amazon-specific behaviour

Amazon can be selected as a Messages channel filter, and Amazon conversation rows for your account will be shown with the Amazon badge.

Amazon buyer-message import is not available through the Selling Partner API connection. Amazon's SP-API Messaging surface is order-scoped for supported messaging actions rather than a general inbound buyer-message inbox feed.

From Sales → Orders → order detail, Contact buyer can initiate an Amazon order-scoped message when Amazon returns the required Messaging action for that order. ChannelWeave stores the outbound message in the Inbox as an Amazon conversation row for audit and continuity.

Amazon buyer replies can appear in the ChannelWeave Inbox when Seller Central message emails are forwarded through the signed Amazon inbound email bridge. The bridge is email-based: it does not pretend that SP-API provides a general inbound buyer-message feed. Forwarded emails are parsed, matched to Amazon orders or message headers where possible, and stored under channel_code='amazon'.

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 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)

Website replies use the same deterministic ChannelWeave reply id that is sent to the relay as the idempotency key.