Email, chat and contact forms
Connect a mailbox, put chat on your store and publish contact forms.
- Connect a Gmail or Google Workspace mailboxConnect your support mailbox so its mail arrives as tickets within a minute and replies go out from Gmail in the customer's own thread.
- Forward a support address from any mail providerSet up forwarding from Outlook, Zoho or any other provider, see how replies are sent, and why no DNS records or domain verification are needed.
- Import older emailBring up to two years of past conversations from a connected Gmail mailbox into the helpdesk as tickets, without sending anything or running rules.
- Email signaturesGive each mailbox a signature that is added under every email reply, with the sending agent's name filled in for you.
- Email, your store and several mailboxesPartly availableHow mailboxes, Shopify stores and helpdesks fit together, which address a reply comes from, and when a second brand needs its own helpdesk.
- When an email reply is not deliveredWhat the red line under a reply means, the reasons a reply is refused or bounces, how you are told, and what to check before sending again.
- Put chat on your storePartly availableCreate a chat, paste its one-line script into your store's theme, limit it to your own sites, and test it before customers see it.
- Chat appearance and preferencesMatch the chat to your store's colours and logo, place its button, choose how your team is named, and decide what visitors fill in before chatting.
- Chat outside business hoursPartly availableWhen the chat is live, who counts as available, what visitors see when nobody is, and how their offline messages reach you and get answered by email.
- Phone numbersGet a local or toll-free number in the US or Canada for calls and texts, rename it, and release it. Growth Dept pays for every number.
- Take phone calls in the helpdeskPut a voice line on one of your numbers so calls ring your agents in the browser, every call becomes a ticket, and you control greetings, queues, voicemail and recording.
- Call flows and phone menusBuild what callers hear and where each call goes: hours, menus, queues, voicemail, forwarding and more, as a tree of steps you edit on the voice line's page.
- Call queuesQueues hold callers and ring your agents. Choose who rings, one at a time or all at once, how long callers wait, priority, capacity, wrap-up time and hold music.
- Voicemail, call recording and transcriptsTake voicemails with your own greeting, record calls with a notice to the caller, and turn recordings and voicemails into text on the ticket.
- Answer and make callsPartly availableTake calls in the browser, from the incoming call banner to the call bar (mute, hold, record, transfer, hang up), call a customer from a ticket, and fix calls that do not ring.
- Answer texts (SMS)Put an SMS line on one of your numbers so customers' texts become tickets you answer by text, with photos, the 1,600-character limit, and STOP, START and HELP handled for you.
- Chat languages and privacy noticePartly availableOffer the chat in English, French, German and Spanish, write its texts in each, and what to do about a privacy notice, which the chat does not show.
- Chat questions and limitsPartly availableWhy the chat button can vanish, how long visitors keep their conversation, attachments, videos, page speed, and what you cannot control with your own code.
- Contact formsPartly availableBuild a contact form, publish it as a link or on any page of your store, swap it in for email links, and sort its tickets with rules and views.
- Paying for calls and textsWhat calls and texts cost, what Growth Dept covers, how to pay by card or by emailed invoice, and how to let the same card pay your Growth Dept bill.
- Register your numbers for texting (10DLC and toll-free)US carriers block business texts from numbers that are not registered. Fill in one form, Growth Dept checks it and sends it to the carriers for you, and Growth Dept pays the fees.
Still stuck?
Write to the Growth Dept team and a person answers. Say which helpdesk you work in and what you were trying to do.