Overview

The Inbox is where customers message you from live chat. Every conversation stays here so your team can reply, review past messages, and keep a full message history.

New messages appear in the conversation list on the left. A blue unread indicator shows which conversations need your attention. Click any conversation to open the full thread on the right.

Page Layout

Conversation List (left panel): Lists all conversations, newest first. Each item shows the customer name or email, a preview of the last message, and a timestamp. Unread conversations are highlighted — click any to open it.
Active Conversation (right panel): Shows the full message thread. Your messages appear on the right; customer messages appear on the left. Type a reply in the box at the bottom and press Send or hit Enter.

DabDash inbox showing an open conversation thread with customer and support messages — An open conversation — the full thread with a reply box at the bottom.

Using the Inbox on Mobile

On smaller screens the inbox switches to a single-panel view. The conversation list fills the screen initially. Tap any conversation to open it — the list slides away and the thread takes over. Tap the back arrow in the top-left to return to the list.

Tips

Aim to reply within a few hours. Fast responses convert browsing customers into buyers — especially when they're asking about availability or delivery times.
Check the Inbox before the end of each day. The blue unread badge in the sidebar is your reminder.
If a customer asks about a specific order, copy the order number from the Orders page into your reply so both parties have a clear reference.