AI in the Inbox
Reply suggestions, Lead/Support/Ordered triage, and the order matcher for chats with no phone number.
Yes, the Premium Sneakers are available in blue — EGP 1,250 with free delivery to Cairo. Would you like me to reserve a pair?
The AI drafts, sorts and searches. It never sends anything on its own — every suggestion needs your click.
Three separate AI features live in the Inbox, and they solve three different problems: writing replies faster, knowing which chats matter, and finding the order behind a conversation that has no phone number. None of them ever messages a customer by itself.
Reply suggestions
Press the suggest button in the composer and the assistant reads the recent conversation and your product catalogue, then drafts a reply. It lands in the composer as editable text — nothing is sent until you press send.
It's good at the answers you'd otherwise type a hundred times: is this in stock, what does it cost, do you deliver here, how long does shipping take, what's your return policy. It's grounded in your actual catalogue, so prices and product names are real rather than invented.
The assistant reads a bounded slice of each conversation — the most recent messages, truncated — which keeps it fast and cheap. For a long thread it's working from the recent context, not the entire history.
When suggestions aren't available
If the service is momentarily rate-limited, Wapify says "No suggestions right now — try again in a moment." Nothing else in the Inbox is affected.
Chat triage — Lead, Support, Ordered
Every conversation with a real customer message in it gets read and sorted into one of three kinds, shown as a badge on the chat row and available as a filter.
Chats with nothing but button taps, reactions or automated messages are never sent to the model — a COD "تأكيد" is the customer pressing a button, not something they wrote, and it says nothing about intent.
When it runs
Triage is demand-driven: it runs when customers actually write, not on a schedule. A labelled chat is left alone unless the customer has written since, and even then it's only re-read after a few hours have passed — so a chat that opens as a delivery question and turns into a sale two hours later gets relabelled, while a quiet chat is never re-read at all.
Filtering to Lead first thing each morning is the single highest-value habit in the Inbox. Those are the people ready to spend money, and they're usually buried under order-status questions.
When it's wrong
Use Mark as lead in the chat's ⋯ menu. Your label wins.
Order match — for chats with no phone number
Messenger and Instagram identify people by their platform account, so there's no phone number to match against a Shopify order. That's a real problem: someone DMs "where's my order?" from an Instagram handle, and nothing connects them to a purchase.
Find matching orders reads the conversation for anything identifying — a name, a phone number typed into the chat, an address, an order number — then searches your Shopify orders and proposes candidates.
The evidence shown is always the literal terms it searched on — never the model's prose. You confirm; it doesn't decide.
Confirming links the orders to that chat, so the customer panel shows their history from then on. Linking only changes what you see: nothing is sent to the customer, and the Shopify order isn't modified.
A phone number is never written onto a Messenger or Instagram chat, even after you link an order. The chat stays what it is — the link is a view, not a merge.
If the customer hasn't said anything searchable yet, Wapify says so plainly and tells you what would help: a name, a phone number, an address or an order number.
Create an order from a chat
The biggest time-saver of the three, covered in full on Orders from a chat. In short: the assistant reads the conversation, identifies the products discussed and the delivery details given, and pre-fills a COD order for you to check and place — without leaving the Inbox.
What the AI never does
- It never sends a message. Every suggestion is a draft that needs your click.
- It never places an order. Order details are pre-filled for you to review and confirm.
- It never links an order on its own. Matches are proposals with visible evidence.
- It never invents products or prices. Suggestions are grounded in your Shopify catalogue.
- It never changes a Shopify order. Only you do that.
Reporting
Analytics has an AI tab: how many suggestions were written, how many chats were triaged, how many leads converted into orders, how many order lookups ran for phone-less chats, and how many orders were created from the Inbox.