const loginSupport = () => YundaDesk.login({
  getToken: () => fetch('/support/identity', { credentials: 'same-origin' })
    .then(response => {
      if (!response.ok) throw new Error('Identity request failed');
      return response.json();
    })
    .then(({ token }) => token),
});
if (window.YundaDesk?.login) loginSupport();
else window.addEventListener('yundadesk:ready', loginSupport, { once: true });

<script src="https://cdn.yundadesk.com/widget.js" data-yd-key="yd_widget_main" async></script>

The Inbox brings customer conversations from connected channels into one workspace. The usual layout includes a conversation list, the message area, and customer context.

Handle a conversation#

1. Open a customer conversation from the list.
2. Review the source channel, message history, service state, and customer profile.
3. If AI is serving the conversation, observe its answers or choose to take over.
4. Send text and, where supported, images, files, or emoji.
5. Transfer the conversation when another teammate is needed, and close it when the issue is resolved.

Message status distinguishes sending, sent, delivered, and failed states. If a message fails, follow the retry or delivery-detail action. Team read receipts mean a member has read the message, not that the customer has received a reply.

Read and reply to email conversations#

Email conversations remain in the same Inbox list. When you open one, the middle area shows the subject, sender, recipients, copies, and email body in an email layout. HTML formatting is displayed after safety filtering. The customer panel and other conversation actions remain unchanged.

When an agent is serving the conversation, each email card provides Reply and Forward actions. Reply fills the selected email's reply address and subject. Forward clears the recipient so you can choose a new one and prepares a Fwd: subject. Expand Cc or Bcc when needed. Replies stay in the existing email thread after they are sent. Correct the body, recipients, or subject before sending if anything is wrong. While AI is serving the conversation, these customer-reply fields and card actions are hidden; you can still add an internal note or take over before replying to the customer.

View store orders and the current cart#

Open Store orders on the right of a conversation to review order numbers, amounts, and the order, payment, and shipping statuses supplied by the store. These statuses mean different things and should be assessed separately. When the store supplies a creation time, Created shows that time, not the last view or sync time. Select Refresh in the orders section to check orders supported by the connection. The three newest fetched orders are shown first; expand the remaining fetched orders as needed. Expand a multi-item order to see product names, quantities, and SKUs, then collapse it when finished. On a narrow screen, open the customer profile panel first.

Check Lookup source and the selected email first. When a trusted store-account source is available, you can choose its email; it may differ from the CRM or visitor contact email. Selecting an existing source immediately looks up orders. Only Email for this lookup requires entering the order’s billing email and selecting Look up orders. Refresh uses the current selection and latest email entry without requiring a lookup first. The choice applies only to this lookup: it does not change customer details or the store login account, or verify email ownership. Use Edit profile separately when contact details need updating. Missing conditions, failed queries, and partial results do not mean the customer has no orders. For denied access or a disconnected store, ask an administrator to check permissions and the app connection.

Connected WooCommerce, Shoplazza, and Yundastore website conversations that support carts show them above orders without requiring a lookup email. Customer carts shows carts for the confirmed customer in that store, not all store carts or a complete history. A Shoplazza buyer's cart shared across browsers appears once without duplicate totals. Other separately displayed carts follow the store's actual data. Current cart refers to a confirmed browser instead; it can also appear for visitors who are not signed in and have not provided a contact email. A subtotal is not the final amount including shipping and taxes.

Select Refresh cart and check the result shown. Shoplazza attempts to check with the store; a signed-in buyer's storefront must remain online, but chat need not be open. If the check is unavailable or times out, the previous data remains. Clicking refresh does not change its original data time. Other platforms reload available data according to their connection capabilities. Unconfirmed ownership, a failed read, or older data does not mean an empty cart; ask the visitor to return to the correct storefront, continue shopping, and check again. When account confirmation is needed, have the customer sign in to the correct store and check again. Reopen the storefront to verify after updating its plugin, connection, or authorization.

AI order replies may include cards with order numbers, products, amounts, and store-reported statuses. Open Customer activity on the right to review visits and activity.

Reply faster#

• Insert shared quick replies for common questions.
• Translate foreign-language customer messages or your outgoing reply.
• Review suggested replies from the agent assistant, but confirm them before sending.
• Maintain customer labels, notes, and follow-up context.

Continuously translate a draft#

If an administrator has enabled outbound translation under Chat tools, go to Settings → Chat tools → Translation settings to choose whether continuous translation is on by default for your new conversations. Open the translation menu in the composer toolbar to override it and choose the customer language for the current conversation.

When enabled, the composer keeps your original text and shows a preview of what the customer will receive. Quick replies and agent-assistant suggestions follow the same rule. When you send, YundaDesk translates the final source text again. If translation or sending fails, the original text is not sent automatically and the draft remains available to edit or retry.

Unread messages and notifications#

Unread badges highlight new messages. Desktop notifications require browser permission and depend on personal notification settings. Teams should avoid having multiple agents reply to the same conversation at the same time.

Mute a conversation#

Select mute at the top of a conversation and choose a duration or an end time. Select unmute to resume alerts earlier.

Mute pauses only your alerts for this conversation on its current channel. It does not affect teammates, the customer's other channels, or colleague @mentions. Messages and unread counts remain available, but muted conversations are excluded from navigation badges. When mute ends, new alerts resume without replaying missed ones.

Conversation history#

Closing a conversation does not remove its history. When the customer contacts you again, previous context remains available from the customer profile.

Customer avatars#

The conversation list, chat header, and customer message bubbles show the same customer avatar supplied by the channel. Telegram, Messenger, Instagram, LINE, YouTube, and Zalo can provide avatars when channel permissions and customer profiles allow it. Availability in WeChat Customer Service depends on the connection method and platform permissions. Website and custom channels can display avatars supplied by your integration.

If no avatar is available or an image cannot load, the customer's initial is shown. The avatar may update after the customer sends another message; their identity and conversation history stay the same.