The Inbox: how to read your cases

What you see in the list

The Inbox shows your cases in a list, with the latest activity at the top. Each row gives you:

• The customer's name and how long ago something last happened
• The subject of the case
• The category (for example Returns or Order status) - set by Nemma. If the case comes from Messenger or Instagram instead of email, the channel is shown next to it
• A label when something needs attention: Escalated, Resolved or Waiting
• A small dot next to the name when a draft is waiting for your approval
• Small initials at the far right when a colleague has the case. If you have the case yourself, nothing is shown; yours are under the Mine tab

The list updates itself. You do not need to reload the page when something new arrives. It shows the 40 newest cases in the chosen view. If there are more, Show more sits at the bottom of the list, and one click fetches 40 more.

If a case is marked Escalated, Nemma has judged that it should go past a human. It is never sent automatically.

The tabs

Above the list you can switch view:

• All - open, waiting and resolved cases. Spam and automatic emails are not included
• Mine - open and waiting cases assigned to you (see the Assignment section below). The number on the tab is the count
• Drafts - cases with a draft waiting for your approval. The number on the tab is the same as on Inbox in the menu
• Open - waiting for you or for Nemma

At the far right, four views sit behind ...: Waiting (a reply has been sent, and the ball is with the customer), Resolved (fully dealt with), Auto (see below) and Spam.

Search

The magnifying glass at the far right of the tab row (or the / key) opens the search field Search name, email or subject. It finds cases by the customer's name and email address, the subject and the text of the messages - also in older cases and in the English translation of emails in other languages.

The search applies to the view you are in. If you do not find what you are looking for, try All or Resolved. Cases you have imported from Zendesk or Gorgias (Settings → Import) are history and only show up when you search.

To look across cases, customers and settings, use the global search: Search at the top of the menu, or Cmd+K (Mac) / Ctrl+K (Windows) anywhere in Nemma. See Search.

The "Auto" tab

Invoices, order and shipping notifications, newsletters and emails from no-reply addresses are not customer cases. Nemma recognises them and puts them under Auto, so they do not get in the way of your real customers.

Important to know:

• They are archived, not deleted. You can always open the Auto view and find them.
• Nemma never writes drafts for them and never replies to them.

Spam sits separately under Spam. If you mark a case as spam yourself (Mark as spam), or block the sender (Block sender), it moves there, and future emails from a blocked address go straight to Spam. If a case ends up in Spam by mistake, choose Not spam in the ⋯ menu, and it comes back to the inbox. At the top of the Spam view is the line Blocked senders with the count in brackets, which opens the list of blocked addresses in a panel. Unblock opens the address up again.

What Nemma has done before you open it

When an email lands, Nemma gets going straight away. Before you even click in, it has typically:

1. Read the email and set the right category
2. Looked up the customer's order in Shopify - only if the email comes from the email the order was placed with
3. Written a draft reply, and suggested an action if something should happen to the order

What happens next depends on the category's setting:

• Manual: the case is only sorted. Nemma does not look up the order and writes no draft, so you write the reply yourself.
• Draft: the draft is ready inside the case. You read it, edit it if you like, and press Send reply. Nothing is sent without you.
• Auto-send: the reply has already been sent. The case is Resolved, and the reply field says Sent by AI. You can read the whole sequence by opening it, and if you still want to write to the customer, you press Write a reply.

If the customer writes again on a resolved case, it reopens automatically and lands back under Open.

Inside a case

Click a row, and the case opens next to the list. On a narrow screen it opens instead of the list, and Inbox at the top left takes you back.

• The heading is the subject. Below it are the case number, category, who has the case, the customer and email address, and on the right one label, for example Escalated, Draft, Manual, Ready for Auto-send or Resolved.
• The category can be changed: click it under the subject and choose another. If the case has an open draft, Nemma writes a new one so it follows the new category. A category you have chosen yourself is not re-sorted afterwards. The change appears in Activity as Category changed.
• Show summary expands a short summary of what the customer wants, in addition to the thread. See When Nemma asks for a human.
• The messages are in order, with the newest at the bottom close to the reply field. The customer's messages are white, the shop's replies light green, and internal notes yellow.
• The reply field is fixed at the bottom. It has two tabs, Reply to customer and Internal note, the Templates button (see Reply templates) and the ⋯ menu with Discard draft, Resolve without replying, Mark as spam (or Not spam), Block sender and Delete case. Everything about it is in Approve and edit the AI draft. What you have written but not sent is remembered per case. You can attach files to a reply by email, and a sent reply can be undone for 15 seconds - see Undo send and attachments.

Assignment

In a team of several people, it matters who has a case. Under the subject it says either Not assigned or the name of the colleague who has it. Click it to open a menu with Assign to me, the others on the team and Remove assignment. Both owner and agent can assign.

• The Mine tab gathers the open and waiting cases assigned to you and shows the count.
• If a colleague has the case, the colleague's initials sit at the far right in the list.
• In Activity you will see Assigned followed by the name, or Assignment removed.
• Assignment is only an internal marker. No email is sent to the customer or the colleague, and it changes neither the status nor the draft.
• If a member is removed from the team, their cases stay behind as Not assigned.

Order and activity

The column on the right is called Orders and activity and has three parts:

• Customer's orders - the customer's orders from Shopify, with the order the case is about open. This is where the buttons to cancel and refund are. See Order actions. If the order was placed with a different email than the one the customer writes from, you can confirm it here: see Order placed with a different email.
• Customer - name and email address, whether it is the customer's first case or how many cases the customer has, language and (if Shopify is connected) country, and the customer's Previous cases. The block links to the customer's own page with all cases, orders and notes - see Customers.
• Activity - what Nemma has done with the case, with the newest events at the top, for example AI draft ready, Acknowledgement sent, Out-of-office reply sent, Escalated to a person and Sent and resolved.

On screens narrower than 1680 px the column is a drawer, which you open with the Orders and activity button (on a phone, the icon at the top right).

Help when you get stuck

At the bottom of the menu are Ask Nemma, which opens the assistant, and Help, which opens the help centre in a new tab. The assistant answers questions about how to use Nemma, based on the help articles - not based on your own orders or customers.