Setting up Shopify Inbox

After you access Shopify Inbox on the web or add to your iOS or Android device, or access it on your desktop, you can configure the messaging options for your Shopify store. Customers can start a conversation from your online store using online store chat or integrated messaging platforms such as Apple Business Chat or Facebook Messenger, and you can read and respond to your customers using Shopify Inbox. You can also add pre-written messages to quickly respond to customers, let customers get instant responses to frequently asked questions, customize the welcome message customers see when they start a conversation, and set their response time expectations with automated messages.

Permissions requirements

The permissions that your store's staff members are given determine which features of Shopify Inbox they can use. For more information, refer to Shopify Inbox staff permissions.

iOS 14 permission requirements

If you have updated your device to iOS 14 or higher and use third-party Shopify apps, then you might need to enable Cross-Website tracking in your iOS settings. Cross-Website tracking lets third-party Shopify apps that you have installed in your Shopify admin stay connected in Shopify Inbox, Shopify Point of Sale, and the Shopify mobile app.

To enable Cross-Website tracking, complete the following steps:

  1. Open the Settings app on your device.
  2. Tap Shopify, Shopify POS, or Shopify Inbox.
  3. Enable Allow Cross-Website Tracking.

Set up Shopify Inbox on a mobile device

  1. Install Shopify Inbox on one of the following mobile devices:
  2. Open Shopify Inbox, and then log in to your Shopify account.

Set up Shopify Inbox on desktop

  1. From your desktop computer, go to
  2. Log in to your Shopify account.

Set your chat availability

In Shopify Inbox, you can set your store's availability with specific hours, so that customers who start a conversation with your store know when to expect a reply. You can also choose when the follow-up message is shown to customers, and when the away message is shown instead.

For more information, refer to Set your online availability.

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