Answer customers with the order already open.

Forward your support address to Ferry Desk and chats from your storefront arrive in the same place. Each conversation shows its channel, priority, assignee, tags and the order it is about, so the list reads like a to-do list rather than a pile of mail.

• Assign and prioritize. Give a conversation to a teammate, set urgent, high, medium or low priority, and add a due date.
• Internal notes and mentions. Discuss a tricky case right in the thread. Mention a teammate and they get notified.
• Rich replies with undo send. Format replies, attach files, and pull a reply back during the undo window.
• Saved views and search. Save the filters you use every day and search every message, including translated text.
• My work at a glance. The home page shows what is assigned to you, what is overdue and what nobody has picked up yet.

The Ferry Desk chat is a Shopify theme app embed. Turn it on in the theme editor and it appears on every page of your store.

• Match your brand. Choose light or dark, primary, accent and secondary colors, corner roundness, a border and the bottom-left or bottom-right corner.
• Show your team. The chat header shows the people who answer, with their photos or initials.
• Signed-in customers are recognized. Guests can start right away, or you can ask for an email first.
• Conversations persist. Customers can leave the page and come back to the same chat later.
• Nothing gets lost. If a reply sits unseen in the chat, Ferry Desk sends it by email.
• Photos welcome. Customers attach files in the chat, and your team can send files back.

Most support questions are about an order. Ferry Desk keeps that order beside the conversation, so your team can see what was bought, how it was paid and where it is, then fix the problem in place.

• Attach an order to any conversation. It shows in the inbox list and on board cards too.
• Refund the attached order with a note for your records.
• Cancel an order that has not shipped yet.
• Add tracking information when a shipment needs it.
• Order details stay private. Automatic replies never share order details with visitors who are not signed in.

“Where is my order?” should not wait in a queue. Automatic replies handle the questions you answer every day, so your team can spend time on the ones that need a person.

• Topics in plain words. Describe what the customer is asking in one sentence, like “The customer asks where their order is or when it will arrive.” No keyword rules to maintain.
• Understands context. The assistant reads the customer’s first messages and matches the meaning, not exact phrases.
• Answers with real data. Use variables like the customer’s first name, order number, order status and order status link. If the order can’t be found, nothing is sent and the conversation waits for your team.
• Never in the way. Each topic answers once per conversation and never after a teammate has replied. Turn any topic on or off at any time.
• Safe for guests. Order details are never shared with storefront chat visitors who are not signed in.
• See what it does. Every automatic reply is labeled in the conversation, and each topic shows how many replies it has sent.

• Write it once. Save answers for returns, sizing, customs, warranty claims and anything else you explain often.
• Variables fill themselves in. Use placeholders like {{customer.first_name}} and {{order.name}}, and Ferry Desk fills them from the conversation and its attached order when you insert the reply.
• Suggested for you. When a new message arrives, Ferry Desk reads it and suggests the saved replies that fit, right above the composer. One click inserts it, and you can still edit before sending.
• Find any answer fast. Search the picker from the composer, or add a new saved reply without leaving the conversation.
• Formatting included. Saved replies keep bold text, lists and links, and insert at the cursor.

Every store promises a response time, written down or not. Ferry Desk makes yours visible.

• Three thresholds you control. Choose when the waiting time turns yellow, orange and red, in minutes, hours or days, for your shop.
• Always in view. Each conversation shows how long the customer has been waiting, in the inbox list and on board cards, colored by your thresholds.
• Spot slipping work early. Yellow and orange show up before a customer is let down, so the team can pick those conversations up first.
• Due dates for promises. Set a due date on any conversation when you promise a follow-up, and see what is overdue on your home page.

Every assistant feature is optional and can be turned off in Settings.

• Reply drafts in your tones. Describe how you write, for example “Friendly” or “Formal and brief”, and Ferry Desk suggests a draft in that tone for your team to edit and send.
• Automatic priority. Ferry Desk reads the customer’s tone and raises priority when a message is urgent. It only ever raises priority, and never changes a priority your team set by hand.
• Tag suggestions. New messages get suggested tags that your team accepts or dismisses with one click.
• Saved replies and automatic replies. The same assistant suggests saved replies in the composer and answers common questions on its own. Both have their own sections above.

Sell across borders without hiring for every language.

• Automatic translation of customer messages and subjects into the language you choose in Settings.
• Replies go out in the customer’s language. Write in English and the customer reads your answer in theirs.
• The original is one click away, so nothing is lost in translation.
• Private by design. Translation runs on Ferry Desk’s own servers. Messages are not sent to an outside provider.
• Search in your language. Full-text search finds conversations by their translated text.

• Notifications that matter. Get notified when you are mentioned, assigned, or when a conversation you watch gets a reply. Read them in the app, in a batched email, or as desktop notifications.
• Shopify Sidekick. Ask Sidekick to find conversations by customer, order, subject, status, priority, assignee, channel or tag, read recent messages, or report open, unassigned and overdue counts.