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Inbox #

Manual vs. Autopilot Setup #

What you’ll see in the Inbox depends on the setup mode you selected in the epicSnap Admin app:

Manual Setup

  • You’ll see an Inbox that lists orders pulled from your BigCommerce store.
  • Each order includes a Send (camera) button, allowing you to decide when to send the review request.
  • You can send requests with an image, without an image, or schedule them to go out later.

Autopilot Setup

  • When Autopilot is enabled, you’ll first see a pop-up message.
  • After closing the pop-up, orders won’t appear in the Inbox because review requests are already being handled automatically.
  • You can still add manual orders (such as phone or in-store sales). These orders will also follow your Autopilot settings.
⚠️ Important: If you want to send product images with your review requests, make sure you’ve selected Manual Setup in the Admin app. Autopilot does not support image sending.



What You’ll See in the Inbox (Manual setup only)

If your epicSnap Admin App is set to Manual, the first screen you’ll see after signing in is the Inbox. It displays orders pulled directly from your BigCommerce store.

The Inbox includes the following information:

  • Date Placed — When the order was created.
  • Delivery Date — The order’s fulfillment or delivery date.
  • Order Number
  • Item(s) — Products included in the order.
  • Total — The total order amount.
  • Customer, Sender, and Recipient — The names associated with the order.
  • Send (camera icon) — Sends a review request for the selected order.

Send a Review Request (Manual Setup) #

In Manual Setup, you choose when to send each review request directly from your Inbox..

🗒️ Note: Before sending a review request, you can use the Load Orders, Sort, and Search options to find the order you need. See Managing Your Inbox for details.
  1. Tap the Send (camera) button for the order you want to send.
  2. Review the order details, then choose one of the following:
    • Send with Image — Include a photo with the request.
    • Send without Image — Send a text-only request.
  3. If you select Send with Image:
    • Choose to take a photo or upload one from your device.
    • Take or upload your image, then preview it.
    • Tap Retake to choose another image, or Use Photo to continue.
🗒️ Note: If the Ask the customer for an image reply setting is enabled in your Admin app and the sender and recipient names are different (for example, a gift order), you’ll see a checkbox labeled:“Don’t ask the recipient to send a photo back.”Check this if you don’t want the recipient to be asked for an image reply (useful for sympathy or sensitive orders).
  • Choose Send Now or Schedule.
    • If you pick Schedule, select a delay from the dropdown list (1 hr, 3 hrs, 6 hrs, 12 hrs, 16 hrs, or 24 hrs).
    • This determines how long after you tap Save the review request will be sent
    • Tap Save to confirm.
    • Please stay on this screen until the success message appears.
  1. If you choose Send without Image:
    • The review request will use your “Email without an Image” template from the Admin App..
    • If a scheduling option is available, you can schedule it; otherwise, the request is sent immediately.
  2. While the review request is being sent, a progress message will appear.
⚠️Important: Do not leave the screen until the success message appears.
  1. After sending or scheduling, you’ll see a confirmation message.

Before You Send:

  1. You are logged in to epicSnap mobile web app (shop phrase/device authorized).
  2. You chose manual mode (if you need to attach images).
  3. The correct email template (with/without image) is ready in the admin.
  4. You have the customer’s correct email address entered (or added manually if needed).
  5. If scheduling, confirm the delay you selected.

Add Orders Manually #

Use this feature to add orders that weren’t created in BigCommerce, such as in-store or phone orders.

  1. In the Inbox tab, tap Add Order Manually (top right).
  2. Fill in the order details:
    • Customer’s First Name 
    • Customer’s Email 
  3. Choose one of the following:
    • Save and Continue – Saves the order and returns you to the Inbox.
    • Save and Add Another – Saves the orderand clears the form so you can add another order right away.
🗒️ Note: Manual orders can be added whether you’re using Manual or Autopilot setup.In Manual Setup, you’ll send requests yourself (with or without images).In Autopilot Setup, manually added orders will automatically follow the review settings you’ve configured in the Admin App.
<div class=”epic-callout epic-tip”>    <strong>💡 Tip:</strong>    <ul>        <li>If the camera doesn’t open, check your browser or device settings and allow camera access for epicSnap.</li>        <li>Preview your email templates in the epicSnap Admin App before sending review requests to make sure everything looks the way you expect.</li>        <li>If you schedule a review request, avoid sending another one manually for the same order to prevent duplicate emails.</li>    </ul></div>

Managing Your Inbox #

In the Inbox, you can manage your orders in different ways: load orders by date, sort or search them, and (for manually added orders only) edit or delete entries.

Load Orders #
  1. Tap Load Orders (top right).
  2. Choose one of the following:
    • Single Date – Select a date from the calendar or enter it manually (MM/DD/YYYY).
    • Date Range – Select a From and To date. The From date must be earlier than the To date.
  3. Tap Load.
    • If matching orders are found, you’ll see “Orders loaded successfully.”
    • If no matching orders are found, you’ll see “No Orders Found.”
Sort Orders #
🗒️ Note: The Sort feature is available only when epicApp’s eLocal integration is enabled in the Admin App (Settings → General → Other Epic Apps Integration).If eLocal is off, the Sort option won’t appear, and orders are automatically listed by Date Placed (most recent first).Want to learn more about eLocal? Click here ↗
  1. Tap Sort at the top-left of the screen.
  2. Choose one of the following:
  • Date Placed (default) – Sorts orders from newest to oldest.
  • Fulfillment Date – Available only when eLocal integration is enabled.
  1. Tap the X to close Sort and return to the default view.
Search Orders or Customer Names #
  1. Tap the Search Orders bar.
  2. Enter a customer name or order number.
  3. Matching orders appear as you type. Tap a result to view it in the Inbox.
  4. Tap Clear to reset the search bar, or tap the X to exit search and return to the full list.
Edit Orders (Manually Added Orders Only) #

Only manually added orders can be edited. Orders synced from BigCommerce can’t be changed in the mobile web app.

  1. Find the order from the list and tap the Edit icon (purple pencil).
  2. Update the customer details as needed.
  3. Tap Save.
Delete Orders (Manually Added Orders Only) #

Only manually added orders can be deleted. Orders synced from BigCommerce can’t be deleted from the mobile web app.

  1. Find the order from the list and tap the Delete icon.
  2. A confirmation message appears asking whether you’d like to permanently delete the order.
  3. Choose Yes, Delete Order or No, Cancel.
  4. A confirmation message appears after the order is deleted.
⚠️ Important:Orders pulled from BigCommerce cannot be edited or deleted.Manually added orders are the only ones with Edit and Delete actions.

<div class=”epic-callout epic-tip”>

<strong>💡 Tip:</strong> Use <strong>Search</strong> to quickly find a specific order before editing or deleting it. This is especially helpful if your Inbox contains a large number of orders.

</div>

Sent #

Use the Sent Tab to track and manage review requests that have already been sent.

<div class=”epic-callout epic-note”>

<strong>🗒️ Note:</strong> The Sent tab is for tracking previously sent review requests. New review requests can only be sent from the Inbox.

</div>

Key Notes

  • Emails in this tab are automatically deleted 30 days after sending.
  • Each row in the table includes:
    • Recipient – The email address the request was sent to
    • Order Number
    • Delivery Date – Displays the order’s delivery date. N/A appears for manually added orders because only the customer’s name and email address are entered.
    • Actions – Available options for managing the review request.

Color Indicators

A color bar on the left side of each row shows whether the review request was sent with or without an image.

  • Gray – Email sent without an image
  • Blue – Email sent with an image

Available Actions

Click the three-dot menu in the Actions column.

For emails sent without an image

  • Resend – Sends the same Email without an Image template to the recipient again.
  • Delete – Removes the record from the list.

For emails sent with an image

  • Resend –  Sends the same Email with an Image template again, including the original photo.
  • Edit – Replace the attached image by uploading or taking a new photo.
    Choose one of the following:
    • Resend Now – Immediately sends the updated review email.
    • Cancel – Closes the window without saving changes.

⚠️ Important Notice: Stay on this screen while the review request is being resent. Wait until the success message appears before leaving.

  • Delete – Removes the record from the list.

Scheduled #

Use the Scheduled tab to view and manage review requests that are scheduled but haven’t been sent yet.

Key Notes

Each row in the table includes:

  • Order Number
  • Delivery Date – Displays the order’s delivery date. N/A appears for manually added orders because only the customer’s name and email address are entered.
  • Schedule – The delivery delay you’ve selected (for example, 1 hour, 3 hours, or 6 hours).
  • Actions – Available options for managing the scheduled review request.

Available Actions

Click the three-dot menu in the Actions column.

  • Send Now – Immediately sends the scheduled review request using the Email with an Image template and the original attached photo.
  • Edit – Update the scheduled review request before it’s sent.
    • Upload or retake a photo to attach
    • (Optional) Select Don’t ask the recipient to send a photo back if an image reply isn’t appropriate (for example, sympathy orders). Leave it unchecked if you’d like the recipient to receive a photo request.
    • Update the delivery delay using Schedule Delivery After dropdown (options: 1h, 3h, 6h, 12h, 16h, 24h)
    • Choose Save to apply changes or Cancel to discard them.
  • Delete – Removes the scheduled review request from the list.
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