Shop chat

Shop chat lets you chat with customers who reach out to your store through the Shop app. Messaging with your customers can help improve their experience before and after they place an order, and can increase your conversion rates.

Customers using the Shop app can initiate a chat with your store at any time, whether or not they've made a purchase from your store. However, you can’t initiate a chat with a customer.

To allow Shop customers to message you through the Shop app, you need to be using the Shop Channel, and have Shopify Inbox set up.

Manage Shop chat visibility

You can choose to make chat visible or not visible to your customers in the Shop app.


  1. From your Shopify admin, click Settings > Apps and sales channels.

  2. From the Apps and sales channels page, click Inbox.

  3. Click Open sales channel.

  4. Click Chat settings, and then click Shop.

  5. In the Shop chat section, turn on or turn off the Shop chat:

    • Click Turn on to allow customers to message you from the Shop app.
    • Click Turn off to turn off messaging in the Shop app.
  6. Click Save.

Reply to messages from customers

You can reply to messages that you receive from your Shop app customers using Shopify Inbox.

When you view your conversations in Inbox, a Shop chat icon appears at the top of a conversation to indicate that the customer messaged you from the Shop app.

Customers can only send messages containing text, up to 1000 characters per message. Customers can't send files through Shop chat.

Can't find answers you're looking for? We're here to help you.