RagChat
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Manage conversations in the inbox

Features · Updated Jul 10, 2026

The Inbox is where you see every conversation from your storefront, watch the AI work, and jump in when a shopper needs a human. Open RagChat and go to Inbox.

The Inbox with the conversation list on the left, an AI-handled chat with a product card in the middle, and the shopper details panel on the right

Find conversations

The left pane lists all conversations, newest activity first. Use the search box to find one, or filter with All, Unread, and Pending. Each conversation shows a status pill: AI (the AI is handling it), You (you took over), Pending (waiting for attention), or Resolved.

Jump in and take over

Open any conversation and just start typing. The AI hands the conversation to you the moment you reply. You can also toggle the AI per conversation with Disable AI agent and Enable AI agent, without touching your global default.

While chatting you get the same realtime experience as the shopper: typing indicators, presence (Online or Last seen), and Seen receipts under your messages.

Reply, note, or let the AI draft it

The composer has two modes:

  • Reply: sent to the shopper.
  • Note: an internal note, visible only to your team. Notes never reach the widget or email.

Click Suggest reply to have the AI draft an answer from your knowledge. The draft lands in your composer where you can edit it before sending, and nothing is sent until you decide.

You can also edit or delete a message you already sent (the shopper sees an edited marker), with a short Undo window for deletes.

Fix a wrong AI answer on the spot

If the AI answered something incorrectly, use Correct this answer on that message and write the right answer. Corrections are saved as Q&A overrides, which always take priority over generated answers from then on. See Add Q&A overrides.

Shopper details

The right panel shows who you are talking to: customer, lead, or anonymous visitor, plus their location, session start, satisfaction rating, and Recent orders from the last 60 days pulled live from Shopify, so you never have to switch tabs to check an order.

Wrap up

  • Resolve a conversation when it is done. If satisfaction ratings are on, this is what triggers the rating request. See Collect customer satisfaction ratings.
  • Add tags to organize conversations (type to search or create one).
  • Delete conversation removes it permanently.

Still stuck? Message us from the chat widget and we'll help.