Setting up Apple Business Chat for Shopify Inbox

When you connect Shopify Inbox to Apple Business Chat, customers using iPhone, iPad, or Mac to browse your online store can tap a button to open a conversation in the Messages app. After a customer has opened a conversation with you, they can start a new conversation from the Messages app without visiting your online store. The Apple Business Chat button is automatically translated into the same language that your online store is displayed in.

You can read and respond to messages in Shopify Inbox on your mobile device or by logging in to shopifyinbox.com on your desktop. Shopify Inbox also lets you do the following in your conversations with customers:

Requirements

Conversational guidelines for Apple Business Chat

  • Apple recommends that you respond to customers as promptly as possible during your business operating hours. Learn more about setting your operating hours and Apple's recommended best practices.
  • Apple Business Chat can't be used for marketing.
  • You can't initiate customer conversations with Apple Business Chat. You can only respond to customers who have reached out to you to start a conversation.

Install the Apple Business Chat sales channel in Shopify

  1. From your Shopify admin, click the + button beside the Sales channels heading.
  2. Click Visit Shopify App Store.
  3. In the Shopify App Store, search for "Apple Business Chat", and then click the Apple Business Chat result.
  4. Click Add app.

Set up Apple Business Chat

When you set up Apple Business Chat, you select a category for your products.

It's important to choose one or more categories that accurately represent your products. Apple Business Chat displays an icon next to your store name in the Messages app based on the primary business category that you choose. Apple might not approve your store for Apple Business Chat if your product categories aren't accurate. Make sure that your products aren't included in the list of prohibited products from the Apple Business Chat Policies and Best Practices.

You also need to add your store information and accept the Apple Business Chat Terms of Use.

Steps:

  1. From the Sales Channels menu in your Shopify admin, go to Apple Business Chat.

  2. In the Business Category section, select a primary category for your products. If you sell a variety of products, then you can also select up to two additional categories.

  3. Review the Apple Business Chat Policies and Best Practices, and then check the box to confirm.

  4. Review the Apple Business Chat Terms of Use, and then check the box to accept the terms.

  5. Click Save.

After setup, Apple reviews your store for approval. The approval can take up to 48 hours, and you'll receive an email when your store is approved by Apple. If you have questions about your Apple Business Chat approval status, then you can contact Apple support at registry@apple.com.

After your store is approved, the Apple Business Chat button is automatically enabled for your online store, so customers can send you messages. Customers browsing your store from an iPhone, iPad, or Mac see the button, and can tap it to open a conversation in the Messages app on their device.

Customizing Apple Business Chat for your online store

After your store is approved for Apple Business Chat, you can customize Apple Business Chat in the following ways:

Customize your logo and header color

You can customize the logo and background color that display in Apple Business Chat messages so that they match your store's brand. When you add your customizations, you can preview them from Shopify to see how they'll display in light and dark mode on iOS. Apple reviews every submitted logo, so there can be a delay between logo submission and publication.

The logo image displays beside your store name in a customer's message list, and in the header of a conversation with your store in Messages. The image that you use for your logo needs to meet the following requirements:

  • It needs to be square.
  • It needs to be at least 1024 x 1024 pixels, but no wider than 2560 pixels.
  • It needs to be a JPG or PNG file, and have a file size less than 2 MB.
  • It can't have any transparent areas.
  • It needs to have 10% padding of its width and height.

The header color is used for the header of a conversation with your store in Messages.

Steps:

  1. From the Sales Channels menu in your Shopify admin, go to Apple Business Chat > Customizations.

  2. Click Upload new logo, and then select your logo image file.

  3. In the Message header color field, enter a hexadecimal code for your header color, or use the color picker to select a color.

  4. From the bottom of the Customizations page, click Save.

You can reset the header color to the defaults at any time. The default header color is grey.

Customize the chat with messages button

You can change the position and style of the chat with messages button on your online store. You can't change the chat icon or the button message.

Steps:

  1. From the Sales Channels menu in your Shopify admin, go to Apple Business Chat > Customizations.

  2. Select an option for the button style.

  3. Select a position for the button.

  4. Click Save.

Viewing and responding to Apple Business Chat messages in Shopify Inbox

You can view and respond to Apple Business Chat messages from customers by using the Shopify Inbox app on a mobile device, or by logging into shopifyinbox.com on your desktop. Learn more about viewing and responding to messages in Shopify Inbox.

Messages from customers using Apple Business Chat don't display a photo or a name for the customer. Apple Business Chat hides customer identities, but Shopify Inbox associates each anonymous customer with a default avatar and a unique shop visitor name.

After a customer has opened a conversation with you, they can start a new conversation from the Messages app without visiting your online store. If a customer deletes a chat with your store, then you won't be able to send any new messages to them. You can mark a chat as complete from the Shopify Inbox app.

Shopify Inbox also lets you do the following in your conversations with customers:

Share products

You can share products that are available to your online store from Shopify Inbox, and customers will see them in Apple Business Chat.

Steps:

  1. In your Inbox app, open a conversation.

  2. Tap the store icon.

  3. Tap Products to open a list of available products.

  4. Tap a product.

  5. Select Share product page, and then tap Send.

Share discount codes

You can share a discount code in a message. If the customer clicks the discount code link, the discount is automatically added to their checkout.

Steps:

  1. In Shopify Inbox, open a conversation.

  2. Select the store icon.

  3. Select Discounts.

  4. Select the discount code that you want to share, and then tap Send.

View Apple Business Chat orders in Shopify

You can't see if an order is paid from within the conversation. If you use the Shopify Mobile app, then you receive an order notification when the order is paid.

Steps:

  1. From your Shopify admin, go to Orders.

  2. Click Drafts.

  3. At the top of the list of orders, click Completed.

  4. Click a draft order to view its details. Completed orders that were sent by using Shopify Inbox are indicated by a note in the order timeline.

Customer experience

When you have the chat with messages button enabled, customers who visit your online store on an iOS device see the option to start a chat from your online store pages.

An example mobile store home page featuring the chat with messages button

Customers can start a chat by tapping the button, which opens a conversation in the Messages app.

When you share a product or send an order, customers see the product image in the Messages app. If you have Apple Pay enabled, then customers can tap the Apple Pay icon to check out directly from the Messages app.

Customers can delete a conversation from the Messages app to stop receiving messages from your store.

Enable Apple Business Chat in Shopify

  1. In your Shopify admin, click Apple Business Chat, and then click Customizations.

  2. In the Chat with Messages button section, click Enable.

  3. Click Confirm.

Disable Apple Business Chat in Shopify

  1. In your Shopify admin, click Apple Business Chat, and then click Customizations.

  2. In the Chat with Messages button section, click Disable.

  3. Click Confirm.

Uninstall Apple Business Chat in Shopify

  1. Click the trash icon beside Apple Business Chat.

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