Customer Inbox
The Customer Inbox turns emails your customers send to your support address, for example support@your-domain, into organized conversations inside the hub, so nothing gets lost in a shared mailbox.
From email to conversation
Each inbound email becomes a numbered conversation with a status: open when it still needs a reply, pending once your side has answered, and solved when it is done. The workspace shows three panes side by side: the queue, the conversation, and context about the customer. New emails appear on their own while the page is open, no refresh needed.
- Queue views keep triage fast: needs reply, urgent, pending, solved, all, and spam.
- Each conversation carries a priority from low to urgent, so the important ones surface first.
- Suspected junk is filed to the spam view automatically and kept out of the working queues.
Replying to customers
Replies written in the hub are sent to the customer as a branded email, with a live preview of exactly what they will receive. Attachments can ride along, and if a send fails, the message shows its delivery status instead of failing silently. An AI draft button fills the composer with a suggested reply for you to edit; it never sends anything on its own and follows the customer's language. A separate internal-note mode keeps team-only discussion, with mentions, out of the customer's view.
Customer context in the side pane
- Recent orders from the sender, when your store is connected: items, payment and fulfillment status, and a direct link into your store admin.
- Other conversations from the same customer, so a repeat question is recognized instead of answered from scratch.
- Recent conversations stay at hand; older ones move to an archive whose access depends on your plan.
Inbox vs Support center
The two are easy to confuse but serve opposite directions. The Support center is where your team asks PCD questions about your own hub and engagement. The Customer Inbox is where your customers' emails to your business are handled, by your team and PCD working the same queue.
Does the customer get a real email back?
Yes. Replies go out as branded emails to the customer's address, and each message shows whether the email was delivered.
Can AI answer customers by itself?
No. The AI only drafts a suggested reply into the composer. A person always reviews, edits, and presses send.
Where do my questions to PCD go?
Use the Support center for anything you want to ask PCD. The Customer Inbox is reserved for your customers' emails.