Dondy Chat is Dondy’s unified inbox: on the Elite plan, it brings WhatsApp, Instagram, and Facebook conversations together in one place and connects them with your Shopify customer information so your team can respond faster and with more context.
This chat is available on the Power Automation and Elite plans and works as a web platform separate from your Shopify dashboard.
The inbox has its own URL and login, separate from Shopify. Each agent signs in with their own account, so assignments and response times are recorded per person.
- Go to chat.dondy.net from your browser.
- Sign in with your agent email and password. The number of agents depends on your plan: Elite includes 5 agents, while Power Automation includes max of 2.
- Enable two-step verification under Settings > Personal Information > Two-Factor Authentication for added security.
On iPhone:
- Copy this link: chat.dondy.net
- Open Safari and paste the link into the search bar.
- Log in to your account.
- Tap the Share button (↑) in the middle of the bottom menu.
- Select “Add to Home Screen.”
- Tap “Add” to save it.
- Open Dondy Chat from your home screen. You can enable notifications by tapping the bell icon 🔔.
On Android:
- Open Chrome and go to chat.dondy.net.
- Log in to your account.
- Tap the three dots ⋮ in the top-right corner to open More options.
- Select “Add to Home screen” or “Install app,” if that option appears.
- Confirm to add Dondy Chat to your home screen.
- Change the interface language under Settings > Language.
Keep in mind that the language setting only affects Dondy’s menus and buttons; messages exchanged with your customers are never translated automatically.
The left sidebar contains the platform’s main sections. Most of the day-to-day work takes place in Conversations, while the other sections are used to analyze, organize, and configure the platform.
- Conversations: your live chat inbox.
- Tickets: an analytical view with response times, satisfaction, and AI-generated summaries.
- Quick Replies: reusable saved responses.
- AI Insights: AI performance and most frequently asked questions.
- Labels: color-coded labels for organizing and filtering.
- Settings: your account, notifications, appearance, and language.
Within Conversations, the left column lists all your chats. Each one displays the customer’s name or phone number, the channel icon, the status (Open or Closed), their labels, and the time of the last message. Just above the list, you’ll find the conversation search bar, the New button to start a conversation, the Export button to export conversations from a selected date range in Excel format, and the button to enable filters.
When you open a conversation, the top-right corner contains the actions for managing it. You can change its status, assign it, and view a summary. From here, you can control who handles the conversation and what stage it is in.
- Open: change the chat status between Open and Closed.
- AI / [Agent]: assign the conversation to the AI or a human agent.
- View AI Summary: generate an automatic summary of the last 20 messages.
- Search: search within the conversation.
- Panel icon: show or hide the customer data panel.
- Three-dot menu: access the Pin chat, Edit name, and Mark as unread options.
On the right, you’ll see the customer information panel and their Shopify orders. This panel also has its own menu, with the Unsubscribe from Messaging and Pause AI actions for that customer.
When the inbox contains many chats, the filter panel helps you find what you’re looking for. Click the filter icon to the right of the search bar and select the filters you want to apply based on your needs. You can choose from:
- Read Status: All / Unread / Read.
- Status: All / Open / Closed.
- Channel: All / WhatsApp / Instagram / Facebook.
- Label: all your custom labels.
- Assignee: All / Unassigned / AI and each team agent.
- Activity: All time / Last 7 days / Last 30 days / Last 2 months / Last 3 months.
To reply, type your message in the bottom field labeled Type a WhatsApp message…, where you can also attach files, add emojis, or send a voice note. If you’re going to repeat a frequently used message, type / in the same field to open your Quick Replies and select a saved response.
There is one key rule to keep in mind from the start: due to Meta’s policies, you can only send free-form messages if the customer has replied within the last 24 hours. If more time has passed, the notice “As per Meta's rules, you cannot send a message…” appears, and the text field is replaced by the Send Template Message button.
In this case, you must start the conversation with an approved template. You can also configure this template as an automation from the Automations section by selecting the Start conversation template.
Quick Replies are shortcuts that expand into full messages within the text field and help you respond faster within an open chat; they do not replace templates for starting a conversation outside the 24-hour window.
- Use them by typing / in the text field.
- You can create and edit them from the Quick Replies section in the left sidebar.
- You can delete them using the icons for each Quick Reply.
Automated Messages are simple automatic replies sent from the inbox. They are configured under Settings > Automated Messages, along with your availability hours, and are organized into three tabs:
- Greeting Message: sent automatically when a customer starts a new conversation.
- Offline Message: sent outside your business hours.
- Inactive Reminder: an automatic reminder sent to your customer when a conversation becomes inactive, so the 24-hour window does not expire. Here, you can select when it should be sent, who should receive it, and how often should it be sent.
Powered by