Automated messages

Automated messages allow you to respond to customers even when you're away from your online store. There are three automated messages you can customize:

  • Welcome: Displayed when your customer starts an online chat session.
  • Follow-up: When the follow-up message is active, the follow-up message is sent:
    • during scheduled hours
    • after the customer sends a message from your online chat window.
  • Away: When the away message is active, the away message is sent:
    • whenever the follow-up message isn't scheduled
    • after the customer sends a message from your online chat window.

The follow-up message lets customers know that their message has been delivered. This is a great way to set response time expectations. You can schedule this message to automatically send after every customer's first chat message, or only during specific hours that you choose.

The Away message is sent whenever the follow-up message is not scheduled. It lets you set expectations for longer-than-normal response times.

When you create automated messages in your Shopify admin, the preview window displays how they will appear to your customers.

Regardless of the type of automated messages you display to your customers, you can see all conversations on Shopify Inbox or the Android, iOS, or iPad Inbox app.

Edit your welcome message

The welcome message appears in the online chat window header. Use it to greet customers and encourage them to chat.

Steps:

  1. In your Shopify admin, go to Inbox > Saved responses > Automated messages.
  2. Click on Welcome message.
  3. You can use the default message, or add your own. At any time you can restore the default message by clicking the Reset to default link below the message field.
  4. Click Save.

Edit your follow-up message

The follow-up message lets customers know you've received their message. When active, the follow-up message is automatically sent during its scheduled hours, after a customer sends their first message in the chat window.

You can schedule the follow-up message to automatically send after every customer's first message, or only during specific hours you choose. The follow-up messasge is set to active by default.

Steps:

Set your follow-up message schedule

The follow-up message allows you to set response time expectations. You can schedule it to be sent automatically after every customer's first message, or only during specific hours you choose.

Steps:

Edit your away message

The Away message is automatically sent to customers whenever the follow-up message isn't scheduled.

Steps:

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