How the Messenger channel works

After you activate the Messenger channel in your Shopify admin, your customers can sign up to receive Messenger updates from your store at checkout. They'll receive notifications when their orders are completed and shipped, and have the ability to shop for other products directly from your conversations in Messenger.

Receive notifications about orders and shipping

When customers check out from your store, they will see a Messenger widget on your checkout page that opts them in to receiving updates from you:

Notifications widget

Note

Customers must be logged in to their Facebook accounts from their browsers when they check out from your store in order to see the widget. At this time, customers must be located in the United States, Canada, the United Kingdom, or Australia before they can opt in to receiving updates from you.

After completing checkout, customers will receive their first message — their order confirmation:

Order confirmation

Customers can tap the order confirmation to view more details:

Order details

Customers who have opted in to receive updates won't see the widget on your checkout page the next time they buy something from you.

When you ship the order, your customers will be notified as well:

Shipment on its way

Note

For customers to receive shipping updates, they must have a shipping address in the United States, Canada, the United Kingdom, or Australia.

When the package is out for delivery, your customers will receive an update:

Shipment out for delivery

Customers can opt out of receiving updates at any time by turning off the widget from their order status page:

Turn off widget

Customer can access the order status page by clicking View order in Messenger:

Click view order

Shop for products in Messenger

There are a few different ways that your customers can shop for products from your store using Messenger.

After your customers connect with you on Messenger, they'll receive a welcome message from your store:

Welcome message
If they tap Get started, then they can choose to Shop now, View website, or Learn more:
Tap get started

Note

You can customize or deactivate the welcome message from the Messenger sales channel Account page in your Shopify admin.

Another way that your customers can shop for products using Messenger is by tapping Continue shopping from their order confirmation messages:

Order shipment continue shopping

Your customers can start shopping also by tapping the Menu button in the bottom-left corner of the Messenger app:

Menu button

From there, they can choose to Shop now, View website, or Learn more:

Menu open

If a customer selects Shop now, then they can browse through available collections:

Messenger flow

Note

Make sure that you've chosen collection images for the collections that appear on Messenger. You can edit your collections from the Collections page in your Shopify admin.

Up to 10 collections will appear. After a customer selects a collection, they'll see the first 10 products that it includes:

Product carousel products
If a customer taps Buy now..., then your store's checkout page appears, and they can complete their purchase:
Product carousel checkout

Note

You can keep track of Messenger orders from the sales channel overview on your Shopify Home.

Worried about getting too many updates?

There are a couple of ways that you can manage your updates.

Want to discuss this page?

Visit the Shopify Community

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