Talking with customers using Shopify Ping

Shopify Ping is a free iOS app that you can use to manage messages from your customers. You can use Ping to integrate with third-party messaging channels like Facebook Messenger to send all of your messages to a single inbox, so you can save time by responding to them from one place.

Requirements for using Shopify Ping

To use Ping, you need:

  • an iOS device, such as an iPhone
  • a Shopify online store
  • a Facebook business page
  • a Facebook ad account

Set up Shopify Ping

Steps:

  1. Using your iOS device, install Shopify Ping from the Apple App Store.
  2. In Ping, log in to your Shopify account.

Using Shopify Ping with Kit

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

For more details, see Kit.

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

If you're not already using Kit, then you can set it up from Ping. If you're already using Kit, then you can select Ping from the Messaging platform section of your Kit preferences to use it for communicating with Kit.

Set up Kit from 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 Ping home screen, tap Kit.
  2. Tap Get started with Kit.
  3. If the Facebook Business Page for your store is listed, then tap it. Otherwise, tap Search again to log in to Facebook so that you can connect your account to Kit, and then tap the Facebook Business Page for your store.
  4. Tap Confirm Facebook Page.
  5. Tap 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.

Integrating Shopify Ping with third-party messaging services

You can use Shopify Ping to sync messages from Facebook Messenger and ChatKit. When you integrate messaging services, you can view and respond to messages from Ping. To integrate Ping with a messaging service, you need to have the messaging service app installed in Shopify.

You can integrate Ping with one or more of the following services, if you're using them with your online store:

  • Facebook Messenger channel - You can use the Facebook Messenger channel to let customers shop directly from messages and to respond to customer questions.
  • ChatKit - ChatKit is a sales bot for Facebook Messenger.

After you integrate a messaging service with Ping, you can view and respond to messages from the service in Ping.

Connect the Facebook Messenger channel to Shopify Ping

After you install the Facebook Messenger channel, you can connect it to Shopify Ping. When Messenger is connected to Ping, you can use Ping to read and respond to messages from customers who message you from your Facebook Business Page.

Steps:

  1. From the Shopify Ping Home screen on your iOS device, tap the apps icon:

    The apps icon is in the top left corner of the screen.

  2. Tap Messenger. If you don't have the Messenger channel installed, then you can follow the steps to set it up.

  3. Tap the toggle to Enable in Ping.

Connect a third-party messaging service to Shopify Ping

After you install an app that supports Ping, you can connect it to Ping. When an app is connected to Ping, you can use Ping to read and respond to messages from customers who message you by using the related service.

Steps:

  1. From the Shopify Ping Home screen on your iOS device, tap the apps icon:

    The apps icon is in the top left corner of the screen.

  2. Tap the app that you want to connect.

  3. Tap the toggle to Enable in Ping.

Viewing and responding to messages in Shopify Ping

You can view your messages from Kit and messages from customers from the Home screen in Shopify Ping. This is your inbox, where you can see and respond to any messages from the services that you enable.

The Ping Home screen is your inbox

When you respond to messages in 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.

You can send a link to a product or send a draft order in a conversation using Ping. To send a link to a product, the product needs to be available to your online store. To send a draft order, the product needs to be available to the Messenger sales channel.

Steps:

  1. In Ping, open a conversation.
  2. Tap the store icon:

    The store icon is to the left of the reply field

  3. Tap a product.

  4. Send a link to a product or a draft order:

    • To link to a product, select Share product page.
    • To send a draft order, select Create draft order. If you're sending a draft order for a product with more than one variant, then select a variant, and tap Send.

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