Support inbox

The support inbox is the “ask customer service” flow: a visitor sends a message, your team is notified and replies from the control panel, and the visitor is notified back with a private link to the conversation.

1. Add a contact form

Drop this form into any front-end template. It posts to Pigeon’s guest action and works for anonymous visitors — no account required. You can copy a ready-made version from templates/_front/contact-form.twig in the plugin.

  {{ csrfInput() }}
  {{ actionInput('pigeon/guest/start') }}

  
  
  
  
  

  Send message

On submit, Pigeon creates a support thread, records the visitor as a guest participant, emails them a private link to follow the conversation, and alerts your support recipients. The visitor is redirected straight to their thread.

2. Handle it in the control panel

Open Pigeon in the control-panel nav. The inbox is a standard element index — filter by status or type, search by subject, and click a thread to open the conversation view. From there your team can:

• Reply (the customer is emailed a link back to the thread)
• Add an internal note that the customer never sees
• Change the status or assign the thread to a teammate

A thread is marked pending whenever the customer wrote last, and the nav badge plus dashboard widget count those — so “needs a reply” is always one glance away. See Notifications.

3. The customer returns

Every notification email to the guest contains a fresh, signed link. Opening it shows the full conversation (minus internal notes) and a reply box. If a link ever expires, the guest can request a new one by email. Read more in Guest access.

Logged-in users

Signed-in Craft users can also start support threads from the front end — see Front-end & Twig. Their messages behave the same way, except they’re notified at their account email and linked to the on-site thread view instead of a token link.