Customer conversations

When you respond to messages in Shopify Inbox, the responses send through the original messaging service, so that your customers receive replies to their original message.

You can mark messages as read or unread from the Home screen in the Shopify Inbox app.

If a customer adds or removes a product from their cart, then the event is shown to you, the merchant, in the conversation. If the product name is fewer than 41 characters long, then the name of the product is included in the event description. You're also shown the customer's cart subtotal, and the quantities of the products in the cart, at a per-item level.

Responding to a message from a customer

Assign a conversation to staff

You can assign a chat conversation to a staff member with online store chat permissions.

Steps:

You can share products that are available in your online store in the Shopify Inbox app. Learn more about sales channel availability for products.

Steps:

  1. In the Shopify Inbox app, tap Customers.
  2. Tap the conversation that you want to open.
  3. If you don't see any options next to the text field where you write a message, then tap the + icon to expand the conversation options.
  4. Tap the price tag icon to open a list of your store's products.
  5. Tap a product to select it, or enter a search term to locate a specific product and tap to select it. You can select a maximum of three products to send to your customer in online store chat.
  6. Tap Share product to send the product information to the customer.

Send a discount code in a conversation

You can share discount codes in the Shopify Inbox app. When a customer clicks the discount code, it's automatically applied to their cart. The discount code needs to be created before it can be shared. Refer to Creating discount codes for more information.

Steps:

  1. In the Shopify Inbox app, tap Customers.
  2. Tap the conversation that you want to open.
  3. If you don't see any options next to the text field where you write a message, then tap the + icon to expand the conversation options.
  4. Tap the discount to open a list of your store's discount codes.
  5. Tap a discount to select it, or enter a search term to locate a specific discount and tap to select it. If the discount is invalid, then an error message will appear asking you to update the code in the Shopify app.
  6. Tap Share discount to send the discount code to the customer. The discount code is stored in the online chat session and is applied to the customer's cart at checkout.

Send an image in a conversation

You can send images to customers in Shopify Inbox. Customers can't send images to you.

Steps:

Conversation details

You can view conversation details in the Shopify Inbox mobile app. From the conversation details screen, you can set a topic, manage the status of the conversation, or assign the conversation to a staff member.

Access conversation details

  1. In the Shopify Inbox mobile app, tap the Customers tab.
  2. Tap a conversation to open it.
  3. On the conversation screen, tap the icon.
  4. Optional: set a topic for the conversation so you can easily find it again in your conversation list. Tap the Topic field and give the conversation a name or brief message. The topic is only ever visible to staff members with the appropriate messaging permissions.

Manage conversation status

Conversations can't be deleted, but they can be archived. You can archive messages using the Shopify Inbox iOS or Android app. Archiving conversations is not yet available on shopifyinbox.com.

Steps:

  1. In the Shopify Inbox iOS or Android app, tap the Customers tab.
  2. Set a conversation as inactive in one of the following ways:
    • On the Customers tab, swipe right on a conversation and tap the Inactive button that appears
    • Tap a conversation to open it, and then tap the icon in the upper right corner. Under Manage, tap the active label and then tap Inactive. Tap Done to exit the conversation details screen.

Assign a conversation to a staff member

  1. In the Shopify Inbox iOS or Android app, tap the Customers tab.
  2. Tap a conversation to open it, and then tap the icon in the upper right corner.
  3. Under Manage, tap the Assignment line.
  4. Use the search field to locate a staff member, or tap the staff member's name to assign or unassign the conversation.

If you don't see the appropriate staff member's name on the Assign Staff screen, then the staff member may not have the required permissions for online store chat. For more details, refer to online store chat permissions.

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