Every message a customer sends through Ask for help arrives as an ordinary email in a mailbox you choose. You reply from that mailbox and the reply goes straight to the customer. Tacey is not in the middle of the conversation.
Which mailbox receives it
Tacey picks the destination in this order:
The tool's own Support email address, if you set one (Editing Tools, then Ask for help, then Configure).
Otherwise, your Customer support email from Editing Tools, then Global settings, under Sender identity. By default that is the customer email in your Shopify store details, unless you chose a different mailbox there.
The tool page shows which address is in use: "Defaults to your Customer support email ([email protected]) unless you set a different address below."
On the Global settings page, the Contact support section offers the same choice as two options: Customer support email above or A different mailbox.
Sending to more than one person
Add addresses to Also send a copy to, one per line. Everyone listed is copied on every message. Nobody is copied until you add someone. A line that is blank or not a real email is flagged on the settings page with "This line is blank or not a real email address. Remove it."
A shared mailbox or a group address works too, if your team already uses one.
What the email looks like
Subject: "New message about order #1001", or your own wording set in Subject line for your team's notification (use `{orderName}` for the order number). A custom subject helps you filter these into a folder or label.
Body: "A customer sent a message about order #1001:" followed by their message, their name and email, the order total, the items currently on the order, a View this order in Shopify link, and "Reply to this email to respond directly to the customer."
How replying works
The email's reply-to is set to the customer's email address (the one on the order, or the one they typed if the order had none). Press Reply in your mail app and your answer goes directly to the customer, from your own mailbox. Tacey does not see or store your reply.
Copying the customer
With Copy the customer on their own message on, the customer also receives a copy of what they sent, from your store's name, with the subject "Your message to [your store] about order #1001". Your reply threads into the same conversation in their inbox.
For safety, the copy is only sent to the email already on the order. If the customer had to type an email because the order had none, no copy is sent to it. That stops anyone using your store to send email to an address of their choosing.
What this does NOT do
It does not change your other email settings. The Customer support email and Store notification email are store-wide addresses; the tool's own destination only affects Ask for help.
It does not keep a copy inside Tacey. Your mailbox is the record.
It does not forward your replies anywhere else. Replies go only to the customer and anyone you add yourself.
Frequently asked
I changed my Customer support email. Do help messages follow it?
Yes, if the tool's own Support email address is empty. If you set a tool-level address, that one wins.
Can the email come from my own domain?
The message to you is sent by Tacey on your behalf, with the customer as reply-to, so replies always work. The customer's own copy uses your store's name as the sender.
Related