Installing and accessing Shopify Inbox
Shopify Inbox lets you connect with customers on your online store. When you install Inbox, you can choose whether to use an Inbox agent to respond to customers automatically, or manage conversations with your staff. If you already use Inbox, then your conversations stay with your staff until you turn on the Inbox agent.
After you install the app, you can access your conversations on the web or through the Shopify Inbox mobile app for iOS or Android.
On this page
Permissions requirements
iOS permission requirements
If you update your device to iOS 15.1 or higher and use third-party Shopify apps, then you might need to activate Cross-Website tracking in your iOS settings. Cross-Website tracking lets third-party Shopify apps that you install in your Shopify admin stay connected in Shopify Inbox, Shopify Point of Sale, and the Shopify app.
To activate Cross-Website tracking, complete the following steps:
- On your iOS device, open the Settings app.
- Tap Shopify, Shopify POS, or Shopify Inbox.
- Activate Allow Cross-Website Tracking.
Store permission requirements
Store owners or organization owners and users who have user roles with the required permissions can use all the Shopify Inbox features. Only users who have user roles with all the available permissions can manage chat availability. POS only staff don't have access to Shopify Inbox.
| Required permission | Description |
|---|---|
| Products | Allows your staff to share product links. |
| Customers | Allows your staff to perform the following tasks:
|
| Discounts | Allows your staff to share discount codes or access discount codes that were shared by other staff. |
| Draft orders | Allows your staff to create draft orders or view draft orders that were created by other staff. |
| Manage and install apps and channels | Allows your staff to manage chat apps that are connected to Shopify Inbox. You only need to give this permission to the staff members who you want to manage apps and sales channels. Staff members who don't have this permission can still use the apps and sales channels. For more information, refer to the description of staff permissions. |
Access Shopify Inbox
How you access Shopify Inbox depends on whether you use the Inbox agent or manage conversations with your staff:
- With the Inbox agent: You can configure the Inbox agent's settings, persona, and training from the Inbox page in your Shopify admin. To review and respond to customer conversations, use the Shopify Inbox app for desktop, iOS, or Android.
- With your staff: You can access and manage conversations from Shopify Inbox for desktop, the Shopify Inbox app for iOS, or the Shopify Inbox app for Android.
Install Shopify Inbox
To use Shopify Inbox, you need to install the app on your Shopify store. For details on how to install an app, refer to Installing apps.
After you install Inbox, you can add the chat widget to your online store, configure your chat settings and appearance, and set up your Inbox settings. To turn on the Inbox agent, refer to Assigning your Inbox agent to conversations.
Switch between multiple inboxes
If you have Inbox installed on multiple stores, then you can switch between each store's inbox. You also receive notifications for each store that you're logged in to. To stop receiving notifications for a store, log out of that store. Learn how to manage notification preferences.
Steps:
Desktop
- In Shopify Inbox, click the store name.
- From the dropdown, select the store that you want to switch to, or click Add store to install Inbox on another store.
Mobile
- From the Shopify Inbox mobile app, tap the menu button.
- Below the filter options, tap the store that you want to switch to, or tap Add store to add Inbox on another store.