Customer conversations in Shopify Ping

When you respond to messages in Shopify Ping, the responses send through the original messaging service, so that your customers receive replies to their original message.

You can mark messages as read or unread from the Home screen.

Responding to a message from a customer

Steps:

  1. In Shopify Ping, select the Customer section.
  2. Select the customer that you want to respond to.
  3. Type your message and tap Send.

You can share products that are available to your online store in Ping with Apple Business Chat and Shopify Chat. You can also send draft orders for products available to your online store and the Apple Business Chat, Shopify Chat, or Messenger sales channel, depending on which you use with with Shopify Ping. Learn more about sales channel availability for products.

Steps:

  1. In Ping, 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.

Create and send a draft order in a conversation

You can use Shopify Ping to create new draft orders, and send a link to customers to help them check out more quickly. When you send a draft order in a conversation, the customer can click the link to go directly to the checkout.

Steps:

  1. In Ping, open a conversation.
  2. Tap the store icon.
  3. Tap New order.
  4. Tap Choose products.
  5. Search for and then select a product to add to the order. If the product has variants, then you also need to select a variant.
  6. Optional: Tap Add product to add additional products.
  7. Optional: Tap Add discount, and then add a discount code.
  8. Optional: Tap Customize shipping, and then add a preferred shipping rate to the order.
  9. After you add the products to the order, tap Send order.

Send a discount code in a conversation

You can share discount codes in Shopify Ping. When a customer clicks the discount code, it's automatically applied to their cart.

Steps:

  1. In Shopify Ping, open a conversation.
  2. Tap the store icon.
  3. Tap Discounts.
  4. Select the discount that you want to share, and then tap Send.

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