When you install Shopify Inbox, online store chat is automatically included, but is not visible to customers by default. When making the chat option visible, you can also customize the button and chat window so that it matches the style of your online store theme.

Enable online store chat

By default, online store chat is not visible on your store. Change the availability of online store chat for your customers in the Appearance page in your Shopify admin.


  1. In your Shopify admin, go to Inbox > Appearance.
  2. Set the Online store chat visibility to Visible.
  3. Click Save.

Customize the language for online store chat

Online store chat appears in the same language as your theme. If you're using an unsupported language, then online store chat defaults to English.

Add a custom greeting

A default greeting is set up to welcome customers to your online store chat. You can customize this message on the Inbox Appearance page in your Shopify Admin.

  1. In your Shopify admin, go to Inbox > Appearance > Greeting.
  2. Click the text box to edit the message.
  3. Click Save.

You can reset the greeting message to use the default messaging by clicking Reset to default.

Pre-chat form

Customers provide their contact information before starting an online store chat with you. This lets Inbox send your reply to the customer's email address if they leave your storefront. All chat replies, whether viewed in online store chat or sent by email, appear in your Inbox conversations.

You can preview the pre-chat form to see how it appears to your customers. Click the Preview button to view the pre-chat form.

Brand customization

Customers browsing your online store can click a chat button to start a chat with you in the browser window. You can change the button style and color to match your online store from the Appearance page under Shopify Inbox.


  1. In your Shopify admin, go to Inbox > Appearance and scroll down to Brand customization.

  2. In the Color field, enter a hexadecimal code or click the drop-down to use the color picker to select a color.

  3. Select your Button style. Using the Button position drop-down menu, choose either Bottom right or Bottom left for your chat button.

  4. Click Save.

Preview the customer experience

The Preview window displays how your online chat window appears to your customers. Use the dropdown menu to switch between views to preview how online store chat appears to visitors of your store.

On the Appearance page, the available previews are:

  • Pre-chat form
  • Open chat window
  • Closed chat window
  • Order status request

On the Create FAQ page, the available previews are:

  • Open chat window
  • Conversation

FAQs and order status requests

You can change the display order of your active FAQs.

  1. In your Shopify admin, go to Shopify Inbox > Appearance.
  2. Click ⋮⋮ and drag the FAQ to rearrange the display list.
  3. (Optional) Click Edit to change the FAQ question or answer, or to set the FAQ to inactive.

The updated list of active FAQs will be reflected in your online store automatically.

Ready to start selling with Shopify?

Try it free