Handle every customer email in yayloh, right next to the order and return it's about, so your team doesn't need to switch between tools. You can start a conversation from a return, and customers can start one by emailing your support address.
Before you start: verify your domain and set up forwarding. See Verify your domain to send emails from your own address and Forward your support emails to yayloh Inbox. To set up tags, quick replies and your signature, see Set up tags, quick replies and your signature.
How conversations start
From a return: Push to Inbox
Open the order in Return management.
Click Push to Inbox.
This creates an open, unassigned conversation that's already linked to the order. It starts with an internal note summarizing the request, such as the items, the return type and the reason. The note shows who pushed it.
Good to know: nothing is sent to the customer yet. The customer only gets an email once someone sends a reply.
From a customer email
When a customer emails your support address, the email arrives in Inbox as a new conversation.
yayloh suggests a matching order based on the customer's email address. You can:
Confirm link to link the suggested order.
Pick another to link a different order.
Dismiss to continue without an order.
We recommend linking an order, since it gives you the full context in one place (see "Work with the linked order" below). You can also skip it and continue the conversation.
Inside a conversation
Reply or add an internal note
Reply: sends an email to the customer from your verified support address, with your signature added automatically. The conversation is assigned to you, and its status changes to Waiting on customer.
Internal note: visible only to your team. Use it to share context or hand over a case.
To save time:
Quick replies: click one above the reply box to add it to your message. Placeholders, such as the customer's name or order number, are filled in automatically. Quick replies are never sent on their own, so you can edit the text before sending.
Attachments: add photos, GIFs or PDFs to your reply. Files the customer sends appear in the conversation too.
Tag a conversation
Click Tag at the top of the conversation and choose one or more tags, for example "Withdraw" or "Claims". The tags show in the conversation list, so you can see what each one is about at a glance.
Mark as read or unread
Click the envelope icon at the top of the conversation to mark it as unread, for example to come back to it later. Unread conversations show a green dot in the list. Read status is shared, so your whole team sees the same.
Work with the linked order
Click the order button at the top of the conversation (for example Order 991831) to open the order in a side panel. You can see the return details and take action there, without leaving Inbox.
To change the linked order, click Change. To remove it, click Unlink.
From the order page, the Conversation button opens the linked conversation in Inbox.
Assign, snooze or close
Assign: click Unassigned (or the current assignee's name) at the top of the conversation and choose a team member from the list.
Snooze: hides the conversation for 24 hours, for example while you wait for information from your warehouse.
Close: click Close when the case is resolved.
When the customer replies
Customer replies are added to the same conversation. The conversation moves back to Open, or stays in Assigned to me if it's assigned to you.
If the customer replies to a closed conversation, it reopens automatically.
Find conversations
Use the filters at the top of the conversation list:
Open: active conversations.
Waiting on customer: you've replied and are waiting for the customer.
Assigned to me: conversations assigned to you.
Unassigned: new conversations nobody has picked up yet.
Unread: conversations marked as unread.
Snoozed and Closed.
To see only conversations with a certain tag, choose it under All tags. To find a specific conversation, search by customer name, subject or RMA.
Tip: Inbox doesn't send notifications. Check Unassigned, Unread and Assigned to me regularly, so no customer is left waiting.
Requirements and limitations
Your domain must be verified and forwarding set up for customer emails to arrive in Inbox.
Inbox currently handles email only. Chat is coming soon.
No notifications for new emails or customer replies.
Snooze is always 24 hours.
Using Zendesk or Gorgias? The Zendesk and Gorgias buttons on the order page create tickets in those tools. Push to Inbox keeps the conversation in yayloh.
Next step
See how your team is doing in Track your team's performance in Inbox.