Inbox & buyer messages
The Chats tab is the mobile inbox for buyer messages on Amazon (Buyer-Seller Messaging) and chatbot conversations (if you also use Hilal Chatbot). This page focuses on the seller side.
In this guide:
- Open the inbox
- Filter to buyer messages
- Read a thread
- Reply with templates or AI Copilot
- Mark as resolved
Step 1: Open the inbox
Tap Chats in the bottom tabs.
The inbox is unified across both audiences. A small icon on each row indicates the source (Amazon buyer, chatbot conversation, internal).
Step 2: Filter to buyer messages
The filter bar at the top has presets:
- All
- Unassigned — no one’s owning the thread.
- My — assigned to you.
- Solved — closed/resolved.
- Open, Closed, Group.
To see only Amazon buyer messages, also tap the source filter (icon top-right) and pick Amazon.
Step 3: Read a thread
Tap any thread → the Conversation detail page opens with the full thread, attachments, and the customer profile sidebar.
For Amazon buyer messages, the right rail shows the buyer’s recent orders, the SKU(s) referenced, and any prior conversations.
Step 4: Reply
Three reply paths:
- Type a reply — Amazon enforces no-promo, no-external-links rules. The app shows a warning before sending if your draft might violate.
- Insert a template — saved canned replies. Manage templates on the web (Customer Hub → Templates).
- AI Copilot — opens a side panel that suggests replies based on the thread context. Pick one to insert as a draft. → AI Copilot sidebar
Step 5: Mark as resolved
Top-right of a thread → Mark resolved. The thread leaves Open / My filters and joins Solved.
Coming soon
- Push notifications for new buyer messages — see Amazon-activity push (coming soon).
- Real-time agent take-over — Socket.io–powered live chat. → Real-time agent chat (coming soon)
Troubleshooting
- A new message hasn’t arrived. Pull-to-refresh. Buyer-Seller Messaging has a small lag (~minute). If chronically late, push (coming soon) is the fix.
- Reply blocked. Amazon’s policy filter caught a phrase. Edit and retry.
- Wrong-marketplace context in the right rail. The thread is from a marketplace you haven’t ticked. Add it under Settings → Marketplaces.