Inbox — Conversations With Customers
The Inbox is where you or your support team read what Aria and your customers have been talking about — and step in personally when needed.
What you'll see
- A list of conversations on the left, filterable by: All, Attention (needs a human), Active, Resolved, or Spam.
- Click a conversation to see the full message thread on the right.
- If a customer seems upset or has made a threat, you'll see a warning badge and, often, three AI-drafted reply options you can use as-is or edit.
- If Aria has already started preparing a refund or return for a customer, you'll see a summary here — but Aria never processes the refund itself. You'll need to do that in Shopify.
- A reply box at the bottom, so you can jump into the conversation as a human.
Actions you can take
- Setting What it does Not Spam Moves a conversation out of the Spam tab and back into Active. Shown only on spam-flagged conversations.
- Return to AI Hands an escalated conversation back to Aria so it goes back to answering automatically.
- Resolve Marks the conversation as finished. This also prompts the customer for a satisfaction rating in the chat widget.
- Quick-reply picker Drops a pre-written reply into your message box. You manage your saved quick replies from the Settings page.
Good to know: A conversation escalates to "needs a human" automatically — based on Aria's own judgment (hostility, an explicit request, refund keywords, etc.) — there's no manual "escalate" button.
Good to know: The Inbox updates live as new messages come in, so you shouldn't need to refresh the page.