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 Shopify Chat > Appearance.
  2. Set the Online store chat visibility to Visible.
  3. Click Save.

Customize the Shopify Chat button

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.

  2. Select your Online store chat styling. Using the Position dropdown menu, choose either Bottom right or Bottom left for your chat button.

  3. In the Color field, enter a hexadecimal code or click the dropdown to use the color picker to select a color.

  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:

  • Open chat window
  • Closed chat window
  • Order status request

On the Create FAQ page, the available previews are:

  • Open chat window
  • Conversation

Customizing the language for online store chat

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

Editing the welcome message

  1. Click Edit to change your online store chat welcome message.
  2. Click Save to save your changes.

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.

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