1. Managing customer conversations
When you respond to a message in Shopify Inbox, the customer receives
the message on the platform that they originally messaged you from. For
example, if a customer sends you a message from the Shop app, then they
receive your replies on the Shop app.
If a customer adds or removes a product from their cart, then the event
displays to you in the conversation. If the product name is fewer than
41 characters long, then the name of the product is included in the
event description. The customer's cart subtotal and the quantities of
the products in the cart also display within the conversation header
when there is an active cart.
2. Responding to a message from a customer
If the customer is actively on your store, then an Online indicator
displays.
When the customer leaves your store, the Online indicator no longer
displays and a message indicating that your reply will be sent to the
email address that the customer supplied at the start of the chat
session displays instead.
- 1. In Shopify Inbox, click a conversation to open it.
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2. Do either of the following, depending whether you're using
suggested replies:
- 1. Type your message in the composer bar.
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2. If a suggested reply generates, then review and edit the
suggested reply for tone and accuracy.
- 3. Click Send.
3. Send a link to a product in a conversation
You can share products that are available in your online store in
Shopify Inbox. Learn more about sales channel availability for products.
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1. From Shopify Inbox, click the conversation that you want to send a
product link in.
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2. Click the price tag icon to open a list of your store's products.
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3. Enter a search term to locate the product that you want to send,
and then click the product.
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4. Type any additional information you want to send with the product
link, and click Send.
4. Send a discount code in a conversation
You can share a discount codes with your customer in Shopify Inbox. When
a customer clicks the discount code, the discount code automatically
applies to their cart. You need to create discount codes before you can
share them.
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1. From Shopify Inbox, click the conversation that you want to send a
discount in.
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2. Click the discount icon to open a list of your store's discount
codes.
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3. Click a discount code to select it, or enter a search term to
locate a specific discount and then click to select it. If the
discount code is inactive, then an error message displays asking you
to update the discount code.
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4. Click Share discount to send the discount code to the customer.
5. Send an image or video in a conversation
You can send images or videos to customers in Shopify Inbox.
The first time that you send an image from the Inbox iOS or Androis app,
you're prompted to give Shopify Inbox access to your photo library
before you're able to send a file.
- 1. In Shopify Inbox, click a conversation to open it.
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2. Click the image icon, and then select an image from your computer
to send.
- 3. Click Send.