Saved Oct 1, 2026 by @enviglo: Updated
### Where messages come from- **Message store** on your storefront, while the **Accept messages** switch is on under **Settings** → **Selling**. It's on for new stores.- - Discord: customers can DM Enviglo's bot, or use `/message`, and pick your store. Those arrive in your inbox like any other conversation. See [Message a store from Discord](/wiki/messages-and-notifications#message-a-store-from-discord).+ - Discord: customers can ask Enviglo's bot in DMs to message your store, or use `/message` and pick it. Those arrive in your inbox like any other conversation. See [Message a store from Discord](/wiki/messages-and-notifications#message-a-store-from-discord).- Requests for custom work, commissions and your services. Each one comes with its own conversation, marked **Request** with its status, and an **Open request** link. See [Handle service requests](/wiki/handle-service-requests).- You, writing first. Open a customer under **Customers** and select **Message**. You can only message people who own something from your store or have been in touch before.…
Customers can write to your store, and review both the store and the products they own. This guide covers the Messages and Reviews pages in your store's dashboard.
Staff permissions are ticked person by person, or come from a custom role on Pro and Ultimate. See Roles and permissions.
/message and pick it. Those arrive in your inbox like any other conversation. See Message a store from Discord.Replies go out as your store. The customer sees the store's name with the username of whoever on your team wrote each reply, and gets a notification. A message can be up to 4,000 characters. An open conversation refreshes by itself every 30 seconds.
Each person on your team who answers messages can get them as Discord DMs from the Enviglo bot, and reply there.
Each new message, and each reply from a customer, then comes to you as a DM with the customer's words, the subject when it starts a conversation, and three buttons:
Your answer goes out as your store, the same as a reply from the dashboard, and shows in the conversation here. It's just for you: your teammates choose for themselves, and you only get DMs for messages you'd get notifications about. A customer who wrote from Discord gets your replies as DMs too. Only the Enviglo bot sends these, even if your store has its own bot.
If someone is abusing your inbox, select the ban icon at the top of the conversation. The dialog explains what happens: they can no longer message you or send requests, their open conversations close, and your game sees them as banned. They keep their licenses and downloads unless you revoke them. Add a reason if you like (only your team sees it), then select Ban customer. See Customers and bans.
Each team member chooses what your store tells them about, under Notifications in account settings. A new message covers customers writing to the store or replying. See Messages and notifications.
| Store reviews | Product reviews | |
|---|---|---|
| What they're about | Your store as a whole: support, updates and communication | One product |
| Who can write one | Anyone who owns something from your store, or whose request for work you took on | Anyone who owns that product |
| Where they're written | The Reviews section of your storefront | The product's page |
| Can your team remove them | No, but you can report one to Enviglo | Yes, if you're allowed to remove reviews |
Both kinds are 1 to 5 stars with optional text. Each person gets one review per store and per product, which they can edit. Nobody on your team can review your store or its products.
Your storefront's headline rating comes from store reviews once you have some, and from the average across your products until then.
Open Reviews in your store's dashboard to see:
Each product's own Reviews page in your dashboard shows just its reviews.
Only do this for reviews that break the rules.
The review disappears from the product page for everyone. The author is told your store removed it for breaking the store's rules, and the removal is recorded in your audit log.
You can't remove store reviews yourself. If one breaks the rules, select Report on it, choose a reason, add any details, and select Send report. Reports go to the Enviglo team, not to the person who wrote the review.
Reviews don't take public replies. To follow up with a reviewer, message them from Customers.