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New Reply: Shared Helpdesk
- by New craft
- Free plan available
- by New craft
- Free plan available
Manage customer service from email, WhatsApp, Instagram and Messenger in one shared inbox. See orders and shipping with AI-drafted replies.
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About the New Reply: Shared Helpdesk
New Reply brings customer service directly into Shopify with a shared inbox for your whole team. Handle email, WhatsApp, Instagram, Messenger, contact forms and customer account requests all in one place. Every conversation displays the customer's orders, shipping and returns right beside the messages - no need to open another tab.
AI drafts and translates replies using your store policies, pages and order data. Your team reviews and chooses which replies to send. Works seamlessly in Shopify Admin and the Shopify app without requiring extra team logins. Create team tasks and repeating checklists from any order or customer profile. One fixed price covers your entire team within your plan's ticket limit, making customer service simple and affordable.
Launched: September 15, 2026
Key features
- Email, WhatsApp, Instagram, Messenger and forms in one shared inbox
- Orders, shipping and returns beside every customer conversation
- Works in Shopify Admin and the Shopify app, with no extra team logins
- Team tasks and repeating checklists from an order or customer profile
- AI drafts and translates replies. Your team chooses what to send
Integrations with:
- Customer accounts,
- Shopify Flow,
- Shopify Admin,
- Customer accounts,
- Facebook Messenger,
- Flow,
- Instagram,
- OpenAI,
Category:
Pricing of New Reply: Shared Helpdesk
Free
Free
- 30 tickets per calendar month
- Inbox inside Shopify Admin
- Customer and order details per ticket
- Team assignments and internal notes
- Email, forms and social channels
- AI drafts, translations and labels
Starter
$49 / month
or $490/year and save 17%
- 5,000 tickets per calendar month
- Inbox inside Shopify Admin
- Customer and order details per ticket
- Team assignments and internal notes
- Email, forms and social channels
- AI drafts, translations and labels
