Answer chats and forms from your phone

See what needs you

Open the Inbox tab. Under the Inbox title sit three sections: Chat for your website chats, Forms for form submissions, and Contacts for the people behind them. The number on the tab is your unread chats plus your new form submissions, so it clears as you work through them.

All, Open, Pending, Resolved

Which conversations the list shows. The filters carry no counts: what needs you shows on each row.

Unread

The visitor’s name and last message turn bold, with a count of unread messages. When you wrote last, the line starts You:.

Where they wrote from

The visitor’s device and page, like Mobile visitor · /private-sessions, or Homepage for your front page.

Status

Open, Pending or Resolved on every row, so a filter of All still tells them apart.

Reply to a chat

A reply from the app is the same reply you would send from the dashboard. It reaches the visitor in the chat window on your website while they are still there.

1. 1
   Tap a conversation. It opens for reading and is marked read, in the app and in the dashboard. A New messages line shows where the unread ones start.
2. 2
   Tap Write a reply. The box grows as you type. Return starts a new line, and the arrow button sends. A reply can be up to 2,000 characters.
3. 3
   Send it. The visitor sees it in the chat window on your website, signed with your website’s name. It shows in Chat in the dashboard too.
4. 4
   Choose Resolve when you are done. Confirm with Resolve conversation. It leaves Open, keeps its history, and Reopen brings it back straight away.

Your draft stays with its conversation, so you can leave a half written reply, check another chat, and come back to it. Under each reply the app shows where it stands.

• Sending. Your reply is on its way.
• Waiting to send. There is no signal. The reply is kept and sends by itself.
• Not sent. The reply could not go out, and says Not sent. Tap to try again. Tapping it offers Try again and Delete.
• Sent, Delivered, Read. Under your newest reply, with its time, like 9:41 AM · Read.

See who you are talking to

Tap the visitor’s name at the top of the conversation, or the details button beside Resolve. Visitor details opens with the context from this conversation.

Visitor

Name, email and phone. Tap the email or phone to write or call. What they did not give says Not shared.

Orders and forms

With an email, the orders and form submissions sent under that same email. Tap an order to open it.

Site context

The page, its address, the device, and the referrer, or Direct. A Campaign row appears when the visit came from a tagged link.

Notification history

The alerts Mirin sent about this conversation, when there are any.

Reply with poor signal

Send your reply as usual, even in a basement or on a train. The app keeps it in the conversation and sends it when the connection returns.

Know when website chat is ready

The Inbox tells you when website chat cannot take messages. Your earlier conversations stay readable in every case. With conversations in the list, the message sits above them. With none, it fills the list.

Website chat is on

New website chats will appear here. This is what an empty Inbox says when all is well.

Setup needed

Website chat needs a privacy policy before it can be turned on. Replies say Website chat setup is incomplete, so replies are unavailable.

Website chat is off

Visitors cannot send new messages. Your history stays readable, and the reply box says Website chat is off, so replies are unavailable.

Chat status unavailable

The app could not confirm whether chat is on. Your conversations may still be current. Choose Try again.

Website chat is turned on, and its privacy policy added, in the dashboard. Website chat shows how.

When the Inbox says a feature is not available

• Nothing to buy in the app. The app shows what your website includes and never sells anything. Changes to your website’s plan happen in the dashboard.

Answer in two taps with saved replies

Save the answers you give every week, like your hours, parking or shipping, and put them in a reply without typing them again. They are kept with your website, up to ten of them.

1. 1
   Type / in an empty reply. Your saved replies appear above the box as /Studio hours, /Grip socks and so on, and narrow as you type.
2. 2
   Tap one. It replaces the shortcut, filled in for this visitor. Change anything before you send.
3. 3
   Or tap the Saved replies button beside the box and choose from the list. Anything you already wrote stays, and the saved reply follows it.

To add one, open Saved replies and choose New saved reply. Give it a Name only you see, write the Reply, and tap a Fill in for each chat button to put the visitor’s details where the cursor is. Choose Edit in the sheet, then tap a reply to change it or to delete it with Delete saved reply. Replies you already sent are not changed.

Visitor’s first name

Puts {first name} in the reply. Nora Bell becomes Nora.

Visitor’s full name

Puts {name} in the reply, the whole name the visitor gave.

Your business name

Puts {business} in the reply, your website’s name.

When it is not known

It is left out cleanly. Hi {first name}, thanks becomes Hi, thanks, and the box says Left out the visitor’s first name, which is not known yet.

Send a product in a reply

When your website sells online, a third button sits beside the reply box: Send a product. Search, tap a product, and its card waits above the box with an X to take it off. Add a line to go with it, or send the card alone.

Which products

Only products for sale in your store, searchable by name. One with no price says Price on the product page.

What the visitor sees

A card with the picture, name and price, any compare at price struck through, and View, which opens the product page.

With no message

You can send the card on its own. The visitor then reads Take a look at this one. above it.

Let Mirin draft a reply

Draft reply writes an answer from what your website already says and what the visitor asked. It goes into the reply box for you to read and change. Nothing sends until you tap the arrow.

• Your published pages. The text of every published page, plus the header and footer, where hours and phone numbers usually live. Drafts in the builder are never used.
• Your store. Live products and their prices, when the website sells online.
• No made up prices. A draft that names a price your website does not show is refused: Mirin could not write a reply that sticks to what your website says. No credit was used.
• No guessing. When your website does not have the answer, the draft says so, like Let me check on that and get back to you shortly.

While it writes, the line above the box says Writing a reply from your website, with the most it can cost, like Up to 0.1 credits. When it lands, the line reads Drafted from your website. Read it over, then send. Beside it is what you have left, like 49.7 of 50 credits left. Chat drafts skip the greeting and sign off, since the visitor is already talking to you.

Out of credits

You are out of AI credits. Your next credit unlocks on the date shown. You can still write the reply yourself.

No signal

Could not reach Mirin. Check your connection and try again. No credit was used.

Not included

Drafted replies use AI credits, which this site’s plan does not include. You can still write the reply yourself.

Step away without going quiet

Tap Available at the top of the Inbox to open Chat availability. Away tells visitors you will reply later. They can still write, and their messages arrive in your Inbox as usual.

Away

The switch saves the moment you move it. The Inbox top changes from Available to Away.

Away message

Up to 255 characters, saved with Save message. It is also shown outside your business hours.

What visitors see

The chat window says Replies will appear here instead of Available now, with your away message under the box.

With no away message saved, visitors read We are currently offline. Leave a message and we will reply as soon as possible.

Find a chat or a submission

Search waits a moment after you stop typing, then looks on the server, so older conversations and submissions turn up too.

Answer form submissions

Choose Forms at the top of the Inbox. Every submission from your website’s forms is here, newest first, with New beside the ones nobody has opened. Opening one marks it read, here and in the dashboard.

Email and Call

Each shows the address or number and opens your phone’s own email or phone app.

Submission

Every answer, in the order the form asked, apart from the email and phone already shown above.

Source

The page it was sent from, and the referrer when there is one.

Draft an email reply

Draft a reply writes an email from your website and what they sent. It opens with Hi and their name, answers in a few short paragraphs, and ends with a thank you and your business name.

Copy puts the reply on your clipboard instead, to paste into any app. Drafts follow the same rules as chat drafts: they stick to what your website says, and are refused rather than invent a price.

Keep every person in one place

Choose Contacts to see everyone who has filled in a form, most recently active first. Search by name or email, or tap a tag chip to see only the people with that tag. Each row shows how to reach them, how many forms they sent, and when they were first seen.

Call, Text, Email

Open your phone app, Messages or your email app. Each shows only when there is a number or an email.

First seen, Last contact

When they first appeared and last reached you. A store adds Total spent and Orders.

Activity

Every chat, form and order, newest first, with a line like 1 chat, 1 form and 2 orders. Tap one to open it.

Private notes

For you and your team, never the visitor. Add a note, or Edit, then Save.

Tags

Tap a tag to remove it. Type in Add a tag and tap plus to add one. Tags are saved in lower case.

Details

The email and phone written out, each with Copy, which reads Copied for a moment.

• From an order too. On a store, tap the customer’s name on an order to open their contact.
• In the dashboard. Notes and tags you change on the phone show on the same contact in the dashboard.

See Lead capture for how forms collect contacts, and Customers for shoppers on a store.

Questions

Does replying from the app send from my own email?

No. A chat reply goes to the chat window on your website. For a form, Open in Mail opens your own email app with the reply filled in, and you send it from there. Nothing is emailed from Mirin.

Will the visitor know I replied from my phone?

No. Replies from the app carry your website’s name, the same as replies from the dashboard.

Does opening a chat or a form on my phone mark it read in the dashboard?

Yes. Read and unread are kept for the website, so the app and the dashboard always agree.

Where do contacts come from?

Contacts are created when someone fills in a form on your site. Their chats and orders join them by the same email.

New to the app? Start with Mirin on your phone.