Note: These changes will be live on Tuesday September 15, 2026

From Marketing &gt; Chat Inbox, you will land in your inbox where you can see all messages from your shoppers who have reached out either via the <a href="https://help.aiq.com/en/articles/16783405-chat-ai">Chat AI</a> widget on your website, or by responding to a campaign SMS message.

Clicking on a particular chat will open that chat window in your side pane. From here, you can read the full chat and see chat details including the persona attributes if the user is verified. This includes things like name, phone/email, and information about past orders -

Additionally, you can hop directly into the chat and either take over for Chat AI, or respond to a shopper who has sent you an SMS reply from a campaign message. 

The messages that have been sent by Chat AI are marked as 'assistant' while those messages that have been sent by a human teammate are marked as 'merchant'.

The SMS feature is currently available only for select industries. Due to 10DLC regulations, two-way SMS messaging cannot be enabled for all industries at this time. However, all industries will have access to Chat AI two-way messaging.

___________________________________________________________

Customer: anonymous customers have yet to be verified. Those with a phone number associated have been verified

Subject/Preview: what the chat entails and a preview of the latest message

Priority: High/Medium/Low - automatically assigned based on the conversation

Status: Ready, Open, In Progress, Closed - can be used in whatever way works best for your team 

Category: the category of the chat discussion

Tags: can be added/removed by your team to better sort issues

1. Customer: anonymous customers have yet to be verified. Those with a phone number associated have been verified
2. Subject/Preview: what the chat entails and a preview of the latest message
3. Channel: SMS or Chat AI
4. Priority: High/Medium/Low - automatically assigned based on the conversation
5. Status: Ready, Open, In Progress, Closed - can be used in whatever way works best for your team 
6. Category: the category of the chat discussion
7. Waiting: when the last message went out
8. Tags: can be added/removed by your team to better sort issues

Note: by default, all new Chat AI messages will come in with a 'Ready' status and all new SMS messages will come in as 'Open'. That said, your team is welcome to use these statuses as you see fit! Feel free to come up with workflows and SLOs that fit your team the best.

This view can be sorted by source (SMS or Live Chat) or filtered by date. Additionally, you can use the search bar to look for chats from a specific person.

Before sending SMS messages through the Chat Inbox, make sure your account is configured properly.

Navigate to your <a href="https://help.aiq.com/en/articles/13921237-overview-texting-settings">Texting Settings</a>

1. Navigate to your <a href="https://help.aiq.com/en/articles/13921237-overview-texting-settings">Texting Settings</a>
 
2. Upload your Texting Logo

⚠️ Important: Outbound messages will not send from the Chat Inbox unless a texting logo has been uploaded.

Once your logo is uploaded, you can begin sending and receiving texts directly within the Chat Inbox.

If you have questions about Chat Inbox availability or setup, reach out to AIQ Support via the chat widget in your AIQ Dashboard.

The Chat Inbox allows you to send and receive messages with your shoppers directly within AIQ, all in one centralized place. It provides a streamlined way to manage shopper conversations while viewing Persona context and history alongside each chat

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Chat Inbox

Navigating the Chat Inbox

Shopper Conversation

Inbox Details

Enabling Chat Inbox for SMS

Step 1: Upload Your Texting Logo

Step 2: Start Messaging

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