Configure Genstore Inbox

In the Genstore merchant admin, you can configure the Genstore Inbox by customizing its appearance, setting up customer information collection, quick replies, message notifications, and online availability. Once configured, you can enable the Genstore Inbox, allowing customers to communicate with you via the chatbox on your store page. When a customer sends a message, you’ll receive an email notification, ensuring timely responses and improved customer satisfaction.

Customize chat widget design

You can design the chat widget’s appearance to match your store’s branding and provide a seamless customer experience.

Steps

1. Navigate to: Log in to Genstore admin -> Sales channels -> Inbox, click Widget design under Settings.
2. In the design page. You can adjust the content and layout of the chat widget.
   • Content: Set the chatbox text and welcome message. By default, Genstore Inbox translates the chatbox text and welcome message based on the customer’s language. If you customize the text, translations will no longer apply. Your chat avatar defaults to your store logo. You can update it in store brand assets.
   • Layout: Customize the chatbox’s position and appearance.
     • Adjust the horizontal and vertical position on your store page.
     • Choose to display an icon and text or only an icon with customizable styles.
     • Modify the color mode and color scheme for the chatbox background and text.
3. Click Save to apply the design to your store.

Manage customer information collection

When customers browse your store and initiate a chat, you can request their contact details. If they leave your store, your response will be sent to the email they provided. You can also allow customers to subscribe to marketing emails for future promotions.

Steps

1. Navigate to: Log in to Genstore admin -> Sales channels -> Inbox. Click Customer information collection under Settings.
2. By default, the system enables "Show marketing opt-in to customers". This prompts visitors to opt in when entering their contact details.
3. In the Message field, enter a message (up to 350 characters) that explains why they should subscribe.
4. Click Save to apply the changes.

Set up quick replies

Quick replies help standardize customer service and improve efficiency. For example, if customers frequently ask about product sizing, you can create a standardized size chart response. You can also organize quick replies into folders for easy access during customer interactions.

Steps

1. Navigate to: Log in to Genstore admin -> Sales channels -> Inbox. Click Quick replies under Settings.
2. Click Create quick reply, then enter:
   • Folder name (optional, for better organization).
   • Shortcut question (e.g., “What are your shipping times?”).
   • Response (e.g., "Standard shipping takes 5-7 business days.").
3. Click Save to complete the setup.

Genstore Inbox comes with three pre-set quick replies that you can use or modify.

To use quick replies during a conversation, open the chat with a customer, click the lightning bolt icon, and select the appropriate quick reply.

Configure message notifications

Genstore Inbox offers two types of message notifications:

1. Customer notifications: If a customer is offline, your response will be sent via email. This is enabled by default.
2. Staff Notifications: You will receive notifications if all of the following conditions are met:
   • If a customer sends a new message.
   • If no one responds within 15 minutes.
   • If a conversation is assigned to you.

By default, staff notifications are disabled to avoid unnecessary alerts. You need to enable them manually.

To configure message notifications, go to Settings -> Notifications and look for Inbox. For more details, see Manage notifications.

Configure online availability

To set customer expectations for response times, you can define your service hours and set up automated first replies for both online and offline hours.

Set service hours

By default, service hours are set to Monday-Sunday, 08:00 - 23:00 (store time). You can update this anytime.

Steps

1. Navigate to: Log in to Genstore admin -> Sales channels -> Inbox. Click Availability under Settings.
2. In the Hours section, choose one of the following options:
   • Set custom service hours for each day of the week.
   • To disable service for a specific day, click ... next to that day and select Clear time slot.
   • To apply the same service hours for all days, set one day’s schedule and select Apply to all days.
3. Click Save to update your service hours.

Set automated first replies

You can set different automated replies for online and offline hours.

• During online hours, you can set a greeting message and request additional customer information.
• During offline hours, you can inform customers about your availability and expected response time.

By default, automated first replies are enabled with a pre-set message. You can customize it as needed.

Steps

1. Navigate to: Log in to Genstore admin -> Sales channels -> Inbox. . Click Availability under Settings.
2. In Automated first responses, turn on the toggle switch.
   • To customize the online message, click Edit online reply.
   • To customize the offline message, click Edit offline reply.
3. Enter a message (up to 2048 characters). You can preview how it will appear.
4. Click Save to apply the changes.

Enable the store chat tool

Once all settings are configured, you can enable the store chat tool so customers can see the chatbox on your store page and start conversations with you.