Inbox and customer conversations

Inbox is an OffPress service working on your site. Open it in the main OffPress sidebar. It is not a CMS collection and does not require Content Admin to open.

Inbox brings website chat and connected support email into one place. A form submission is a separate CMS record; see Contact forms.

Activate Inbox

1. Open the site in OffPress and select Inbox.
2. Read the activation explanation and select Activate Inbox.
3. Follow the learning conversation as OffPress reads the site and asks for missing information.
4. Review the Business knowledge before relying on automatic answers.
5. Test a customer question on the website and confirm it appears in Inbox.

Activation turns on Inbox and automatic replies. It needs the appropriate management, publishing, and AI-work permissions, along with available work allowance. If activation is unavailable, review team access and the message shown.

Read and reply

In Conversations, search by name, email, or question. Use Recent, Needs you, and Resolved to narrow the list. Select a conversation to read its messages and send a reply.

Needs you identifies questions requiring human help. Use Help OffPress answer when available to continue the associated conversation in OffPress. Check the result before marking an issue resolved. Resolve closes the conversation.

For email messages, read any pending or unconfirmed delivery status. A reply displayed in the thread is not always confirmation that the email was delivered.

Configure replies and channels

Open Inbox settings after activation. You can pause automatic answers while keeping Inbox available for your team.

The website widget is included when you publish an enabled hosted site. For another connected site, use Website widget setup and add the displayed snippet. Test the public page after installation or publication.

Support email needs a forwarding address configured for the site. If the screen says it needs to be connected by the OffPress operator, contact support. Enable support email, configure forwarding at your email provider, and send a test. Automatic email answers also require automatic replies to be enabled.

Deactivate Inbox

Deactivate Inbox stops new incoming messages and automatic replies. Saved conversation history remains available. Inbox settings and Business knowledge are shown only while Inbox is active.

For missing tools or failed replies, check permissions, work balance, channel setup, and the visible error. Never assume activation alone proves every public page or email connection has been tested.