Setting up Shopify Ping

After you add Shopify Ping to your iOS or Android device, or access it on your desktop, you can connect Shopify Ping to a messaging app for your Shopify store. Customers can start a conversation from your online store, and you can read and respond to your messages using Shopify Ping. You can also set the hours that you're available to respond to messages, and customize a greeting that customers receive when they start a conversation.

If you use Shopify Ping for iOS, then you can also start conversations with Kit.

Permissions requirements

The permissions that your store staff members are given determine which features of Shopify Ping they can use. Staff members with full permissions, including the Shopify account owner, can use all Shopify Ping features. Retail staff don't have access to Shopify Ping.

Staff members need to have staff accounts in your Shopify Store in order to use team conversations, but no further staff member permissions are required.

If you want to give staff with limited permissions access to all of Shopify Ping's features, then they need the following permissions:

  • Customers
  • Apps
  • Discounts
  • Draft Orders
  • Products
Permissions for using Shopify Ping
Task Required permission
Manage chat availability Customers permission
Respond to customers and manage saved replies Customers permission
Share products Customers and products permissions
Share discount codes or view discount codes shared by other staff members Customers and discounts permissions
Create a draft order or view draft orders created by other staff members Customers and draft orders permissions
Manage chat apps that are connected to Shopify Ping (not including Kit) Apps permission
Share discount codes or view discount codes shared by other staff Customers and discounts permissions
Manage or use Kit in Shopify Ping Full permissions (Staff members with limited permissions can still use Kit on SMS)

Learn more about 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 Ping, 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 Ping.
  3. Enable Allow Cross-Website Tracking.

Set up Shopify Ping on a mobile device

Steps:

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

Set up Shopify Ping on desktop

  1. From your desktop or iPad, go to shopifyping.com.
  2. Log in to your Shopify account.

Using Shopify Ping for iOS or iPadOS with Kit

Kit is a digital marketing assistant that can run email and social media campaigns. Kit can also create Facebook and Instagram ads for your online store. When you download Shopify Ping for iOS, you can install Kit for your Shopify store, so that you can communicate with it using Shopify Ping.

For more details, see Kit.

You can use Shopify Ping to view and edit the ads and social media posts that Kit creates before they're published. You can also use Shopify Ping to view and respond to marketing recommendations from Kit.

If you're not already using Kit, then you can set it up from Shopify Ping. When you already use Kit, installing Shopify Ping changes your communication preferences so that Shopify Ping is automatically selected as the preferred communication method for Kit.

Set up Kit from Shopify Ping

When you set up Kit, you need to connect Kit to the Facebook Business Page for your store. You can also connect Kit to your Facebook ad account and create an audience for the Facebook Ads that Kit recommends.

Steps:

  1. From the Shopify Ping home screen, select Kit.
  2. Select Get started with Kit.
  3. If the Facebook Business Page for your store is listed, then select it. Otherwise, select Search again to log in to Facebook so that you can connect your account to Kit, and then select the Facebook Business Page for your store.
  4. Select Confirm Facebook Page.
  5. Select Connect your Facebook Ad Account, and then select your Facebook Ad account.
  6. Accept the Facebook Terms and Conditions.
  7. Select a target country to create an audience for your Facebook Ads.

Connect Shopify Ping to a chat app

When you integrate a chat app with Shopify Ping, you can read and respond to messages from online store visitors by using Shopify Ping on your iOS, iPadOS, Android device, or by going to shopifyping.com from your desktop. Before you integrate Shopify Ping with a chat app, you need to install the chat app in Shopify.

You can use Shopify Ping with one or more of the following chat apps:

  • Shopify Chat - Customers can start a conversation from any page while browsing your online store, and you can read and respond to messages in Shopify Ping.
  • Apple Business Chat - Customers can start a conversation from your online store using the Messages app when they're browsing on an iPhone, iPad, or Mac. You can read and respond to their messages in Shopify Ping.
  • Facebook Messenger channel - You can use the Facebook Messenger channel to let customers shop directly from messages and to respond to customer questions.

After you install an app that supports Shopify Ping, you can connect it to Shopify Ping.

Steps:

  1. From the Shopify Ping Home screen on your mobile device or desktop, select the apps icon.

  2. Select Add beside the app that you want to connect. You can add an app only when your Shopify store meets the app's specific requirements.

Set your chat availability

When you set up Shopify Ping with a chat app, there are no restrictions on your store's availability for chat by default. In Shopify Ping for iOS, you can set your store's availability from the settings, so that customers who start a conversation with your store know when to expect a reply.

This feature is not yet available in Shopify Ping for Android or desktop.

Steps:

  1. In Ping for iOS, tap the gear icon to open the settings.

  2. Tap Chat availability.

  3. Tap the Always available toggle to turn it off.

  4. For each day that you want to change your availability, tap the day, and then set your availability for the day:

    • Tap the Available toggle to turn availability for that day on or off. When the toggle is off, your store appears as unavailable at any time that day.
    • If your store is available that day, then turn on the Available all day toggle or else set the hours when your store is available for conversations. Tap From to select a start time for your store availability, and tap To to select an ending time.

Create automated greeting messages

You can customize greeting messages that send automatically when a customer starts a conversation on your store, so that customers know when to expect a reply. You can set different greeting messages for conversations started during your available hours and for those started outside your available hours.

Steps:

  1. In Ping for iOS, tap the gear icon to open the settings.

  2. Tap Chat availability.

  3. Add your automatic greetings:

    • Tap Available message to add an automatic greeting that sends when a customer starts a conversation during your store's available hours.
    • Tap Away message to add an automatic greeting that sends when a customer starts a conversation outside your store's available hours.
  4. Tap the toggle, and then enter the message text.

  5. If you want to return to the Chat availability settings, then tap the back arrow.

Create saved replies

In Shopify Ping for iOS, you can create saved replies to use for messages that you often send to customers. For example, if customers often ask you whether you accept returns or exchanges, then you could create a saved reply that includes a link to your store's policy. When you create a saved reply, you give it a name that you use as a shortcut to the saved reply when you're messaging a customer.

This feature is not yet available in Shopify Ping for Android or desktop.

Steps:

  1. In Shopify Ping for iOS, select the settings icon.
  2. Select Saved replies.
  3. Select Create new saved reply.
  4. Under Shortcut, enter the name of the saved reply. This is the shortcut that you will enter when you want to use the saved reply in a conversation with a customer. You can enter only one word for a shortcut.
  5. Under Message, enter the saved reply text. This is the message that customers will see when you use the saved reply.
  6. Select Save.

To use a saved reply, enter the shortcut in the message field during a conversation, and then select the reply that appears. You can edit or add to the message as needed, and then select Send.

Edit or delete a saved reply

  1. In Shopify Ping for iOS, select the settings icon.
  2. select Saved replies.
  3. Select Manage saved replies.
  4. Edit or delete a reply:
    • To edit, select the reply, make the required changes, and then select Save.
    • To delete a reply, swipe left on the reply, and then select Delete.

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