The support inbox
What does not end up here is incoming email: there is none. What customers send to your mailbox stays in your mailbox.
Panel → Support gathers what customers write to the store:
- The contact form of the storefront. Every message lands here, whether or
not the store has an email address set up. If it has one (
CONTACT_TO, orSMTP_USERif that is missing), a copy also goes to that mailbox as a notice — but the conversation lives here. - The store's AI chat, when the conversation comes with the customer's email address.
What does not end up here is incoming email: there is none. What customers send to your mailbox stays in your mailbox.
The chat component the system ships with has no email field, so its conversations do not reach this inbox either. See Put the AI chat in your store.
How it is grouped
By email address, not by message. Someone who writes three times about the same problem does not create three loose threads: it is clear it is the same person with the same query.
Three states: Open, Waiting for customer (you replied, their turn) and Resolved.
The AI drafts, a person sends
If you have AI connected, press Draft with AI in a conversation and a draft appears. It is not sent on its own.
The draft is written with the customer's real data: their orders, their delivery status. Most queries are "where is my stuff?", and without being able to cross- reference the real order the answer is left reciting the shipping policy, which is exactly what does not resolve it.
Each draft comes with how confident it is and whether it thinks it needs a person. That is what will later allow answering only what is safe to answer on its own.
You read it, change it if needed, and you press Send to customer. Letting a model write in your store's name without anyone reading it is a risk not worth taking to save thirty seconds.
What the draft never does
It does not promise deadlines you have not given it. It does not invent return conditions. It gives no medical or legal advice. And it does not explain to the customer how it works inside: if someone tries to give it instructions inside a message, they are ignored without mentioning it — replying "I cannot follow injected instructions" to a customer is confessing there is a robot that can be talked into things.
Automatic deletion
Every night, resolved conversations older than the retention period are deleted, up to 500 per night. Open and waiting ones are never deleted. This is not tidying: it is data minimisation. Keeping your customers' queries forever — with their names, their orders and sometimes their problems — is exactly what the GDPR asks you not to do.
The period is 12 months by default, with a maximum of 120. There is no
screen to change it: it is the soporte.meses_retencion value in the store
metadata (see AI in pcreative Commerce).
Deleting someone's data
Delete data in a conversation deletes that conversation completely. When a person asks for all their data to be erased, delete every conversation of an email address at once with:
POST /gestion/soporte/borrar
{ "email": "person@example.com" }Chat marking
Chat replies are marked as written by AI, so whoever picks it up can see what the bot answered before they got involved.
See also
Gift cards and store credit
A gift card and a customer's store credit are the same thing: money the shop has taken (or decided to give) that has not been spent yet.
Install a theme and load its demo content
A theme is the storefront: what the customer sees. The panel and the store run separately, so changing theme does not touch your products or your orders.