Customizing automated messages in Messenger

After you add the Messenger channel, you can edit the automated messages that your customers receive in Messenger and the Messenger menu that appears in chats.

Customize your automated messages in Messenger

When you are using the Messenger sales channel, customers receive automated order confirmations and updates in Messenger. You can customize these automated messages from the Customizations page in Shopify.


If you have already set up a Messenger greeting in Facebook, then the welcome greeting you set in Shopify won't be sent to customers. Learn how to turn off the Facebook welcome message at the Facebook Help Center.

To customize your automated messages:

  1. On the Customizations page, find the Message templates section, and select the name of the template that you want to change:
    • Order confirmation
    • Shipping update
    • Shipment out for delivery
    • Shipment delivered
    • Welcome greeting
    • Collections intro
    • Product messages
    • Options intro
    • No products


You can use the Liquid variable order_number in the Before receipt section of the Order confirmation template to display the customer's order number. You can use the variable your_shop_website in the No products template to display a link to your online store. You can't use any other Liquid variables in Messenger templates.

  1. On the Edit message page, enter the text that you want to appear in the automated message. In this example, you can see the Order confirmation message:
    Customize order confirmation message
    Some options, such as the Shipping update, let you customize the button copy that appears within the chat:
    Customize shipping update message
  2. When you're done, click Save.

Customize the Messenger menu

You can customize the menu that displays in Messenger when a customer starts a conversation with your store. The default menu contains buttons with the text Shop now, View website, and Learn more. You can change the button names, disable or enable the View website link or Custom message buttons, and customize the settings for the buttons from the Customizations page in Shopify.

To customize the menu:

  1. In the Messenger Menu section, click Customize menu.
  2. Make your changes:

    • To change the text that displays on a button, enter your text in one of the Button name fields.
    • To direct the website link button to a url, enter the url in the Website link field.
    • To set an automated message for your customers, enter the message in the CUSTOM MESSAGE section.
    • Check or uncheck the boxes in the VISIT WEBSITE LINK or CUSTOM MESSAGE sections to enable or disable these buttons. You can't disable the SHOP NOW button.
  3. Click Save.

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