Email and chat in one shared inbox
Every customer email and storefront chat becomes a conversation your whole team can see, assign and resolve from the Shopify admin.
Forward your support address to Ferry Desk and chats from your storefront arrive in the same place. Each conversation shows its channel, priority, assignee, tags and the order it is about, so the list reads like a to-do list rather than a pile of mail.
- Assign and prioritize. Give a conversation to a teammate, set urgent, high, medium or low priority, and add a due date.
- Internal notes and mentions. Discuss a tricky case right in the thread. Mention a teammate and they get notified.
- Rich replies with undo send. Format replies, attach files, and pull a reply back during the undo window.
- Saved views and search. Save the filters you use every day and search every message, including translated text.
- My work at a glance. The home page shows what is assigned to you, what is overdue and what nobody has picked up yet.
More of Ferry Desk
- Every conversation becomes a task on one boardSwitch the inbox to a board and see all support work in one screen, from new to done, with who owns each conversation and how long the customer has waited.
- Live chat that looks like your storeAdd a chat bubble to your Online Store theme with an app embed, styled from the theme editor with no code.
- Refund, cancel and add tracking without leaving the threadAttach the order a customer is writing about, then act on it from the order panel beside the conversation.
- Answer common questions the moment they arriveDescribe the questions customers ask most and write your answer once. The assistant recognizes them in context and replies right away, using the customer's real order details.
- Saved replies, suggested at the right momentKeep your best answers as saved replies with customer and order variables, and let Ferry Desk suggest the right one as each new message comes in.
- Reply time SLAs your team can see at a glanceSet how long a customer can wait before a conversation needs attention, is in danger or is critical. Waiting times change color across the inbox and board as each threshold passes.
- Drafts, priorities and answers that read the roomOptional AI help that drafts replies in your tones, flags urgent messages and suggests tags, while your team stays in control.
- Support customers in their languageFerry Desk detects the language of each customer message and translates it into the language your team works in.
- Stay on top of support from anywhere in ShopifyNotifications for mentions, assignments and watched conversations, and a Sidekick that can search and report on your inbox.