The Support Inbox

The Support Inbox is the support channel between the TradePantry team and the businesses on the marketplace — both vendors and buyers. Use it to answer onboarding questions, follow up on account issues, or proactively reach out to a vendor.

The Support Inbox requires the customer-service permission and is only visible when messaging is enabled for the environment.

Opening the page

Go to Support Inbox in the sidebar. The left panel shows:

• Active conversations — vendors and buyers who have an open support thread, most recent first, so anyone waiting on a reply surfaces at the top. Each row is labelled with a Vendor or Buyer chip so you can tell the two apart at a glance.
• Search — type a business name to find them; it matches vendor and buyer names alike. Vendors who don't have a thread yet appear under Start a new conversation, so you can reach any vendor on the marketplace. Buyer threads appear in the inbox once the buyer writes in.

Replying or starting a conversation

1. Select a conversation (or a vendor from the search results to start one).
2. The thread opens on the right with its full history.
3. Type your reply and Send. Your messages are attributed to your name and TradePantry, so the business knows it's official support.

There is exactly one support thread per vendor and per buyer business, so whether you open an existing conversation or start a new one, you always land in the same place.

Notes

• This is separate from Chat Oversight, which is for overseeing buyer ↔ seller conversations.
• Any customer-service admin can pick up a support thread — replies show the individual admin's name alongside TradePantry.