Setting up Shopify Chat for Shopify Ping

When you enable Shopify Chat for Shopify Ping, your customers can start a conversation with you from your online store. You can read and respond to your customers' messages using Shopify Ping on your mobile device.


You need to use the latest version of Shopify Ping on a mobile device or desktop.

Install Shopify Chat in Shopify


  1. From your Shopify admin, click Apps.
  2. Click Visit the Shopify App Store.
  3. Enter Shopify Chat in the search bar, and then click Shopify Chat in the drop-down list.
  4. Click Add app.

Connect Shopify Chat to Shopify Ping

When you install Shopify Ping on your iOS, iPad, or Android device, or log in to Shopify Ping for the first time on a desktop, Shopify Chat is automatically enabled and connected to Shopify Ping. You can also enable Shopify Chat from Shopify Ping.


  1. From the Shopify Ping Home screen, select the Store icon.
  2. Select Apps.
  3. Next to the app that you want to connect, select Add. Your store must meet an app's requirements before you can add it.

Customizing Shopify Chat for your online store

When you install Shopify Chat, a chat button is automatically enabled on your online store. You can customize the button and chat window so that it matches the style of your online store theme.

Customize the Shopify Chat button

Customers browsing your online store can click a chat button to start a chat with you in the browser window. You can change the button style and color to match your online store from the Appearance page under Shopify Chat.


  1. In your Shopify admin, go to Shopify Chat > Appearance.

  2. Select your Button style. Using the Position dropdown menu, choose either Bottom right or Bottom left for your chat button. The Button preview will automatically reflect your button style and position choices.

  3. In the Button color section, enter a hexadecimal code or click the dropdown to use the color picker to select a color.

  4. Click Save.

Customizing the language for Shopify Chat

Shopify Chat appears in the same language as your theme. If you are using an unsupported language, then Shopify Chat defaults to English.

Customize the welcome message for Shopify Chat conversations

When a customer starts a conversation with you in Shopify Chat for the first time, they receive an automatic welcome message from your store. You can customize this message from the Shopify Chat page in Shopify. You might want to use the same language that you use for your online store in the welcome message.


  1. In your Shopify admin, go to Shopify Chat, then Appearance.

  2. In the Welcome message section, enter the text that you want customers to see.

  3. Click Save.

Viewing and responding to Shopify Chat messages in Shopify Ping

You can view and respond to Shopify Chat messages from customers by using the Shopify Ping app on an iOS, iPadOS, or Android device, or by logging in to Shopify Ping on desktop at Learn more about viewing and responding to messages in Shopify Ping.

Messages from customers using Shopify Chat don't display a photo or a name for the customer, but Shopify Ping associates each anonymous customer with a default avatar and a unique shop visitor name.

SMS messaging using Shopify Chat

Customers can include their phone number when asking a question in Shopify Chat. This lets them receive a response from you by text message instead of waiting in live chat for an answer. If a customer enters a phone number that doesn’t match an existing customer, then a new customer is created. Responses are sent to the customer by SMS, and also to the live chat if the window is still active. This feature is currently available for use with phone numbers from the US and Canada. This feature is free for merchants, but message and data rates might apply for customers using SMS messaging.

Enable Shopify Chat in Shopify

  1. In your Shopify admin, click Shopify Chat.

  2. In the Shopify Chat button section, click Enable.

  3. Click Confirm.

Disable Shopify Chat in Shopify

  1. In your Shopify admin, click Shopify Chat.

  2. In the Shopify Chat button section, click Disable.

  3. Click Confirm.

Uninstall Shopify Chat in Shopify

  1. Click the trash icon beside Shopify Chat.

Customer experience

When a customer clicks the chat button, a conversation opens in their browser. The customer can continue to navigate to other pages in your online store, and the conversation stays open until they close it. If the customer navigates away from your store, then the conversation is saved for a short time so that they can continue the conversation.

After a customer sends their initial message, the customer is prompted to enter their contact information. If the customer is in Canada or the US, then the customer is asked to enter their phone number. If the customer is located anywhere else, then the customer is asked to enter their email address. After the customer enters their contact information, a customer record is created or matched within your store, and the initial message is sent to you so that the conversation can continue.

Order lookup

Besides using Shopify Chat to communicate with merchants, customers can track the status of their order. Customers can open Shopify chat, select, I need an update on my order, and then enter the order number and the email address that is associated with their order. The customer receives a message back in Shopify Chat that includes the fulfillment status of their order, a link to track the order if the order has shipped, or a link to the order status page for more details. If the customer enters the wrong email address or order number, then they receive an error message.

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