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Managing customer conversations

When you respond to a message inShopify 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.

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Responding to a message from a customer

If the customer is actively on your store, then anOnlineindicator displays.

When the customer leaves your store, theOnlineindicator 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. InShopify Inbox, click a conversation to open it.
  2. Type your message, and then clickSend.

Message topic labels

To help you manage and prioritize your customer messages, Shopify Inbox automatically labels the conversation with a topic. Each message sent by a customer is analyzed by a machine learning system, and if there's high confidence that it matches a topic, then the appropriate label automatically applies. The conversation list displays up to two topic labels per conversation.

The possible topic labels for customer conversations.

Possible message classification topics for Shopify Inbox
Topic Label Messages related to
Checkout Payments or placing a new order.
Edit orders Canceling or changing an order.
Order status Order confirmation, order status, and payment balance.
Pricing/Discounts Discounts, applying discounts, or promo codes.
Product details Color, size, quantity, weight, volume, stock and inventory, customization requests, or requests for product photos or videos.
Product interest General product inquiries or interest.
Returns/Delivered orders Issues with orders received, refunds, and returns for orders received.
Shipping Local pickup or shipping costs.
Store info Contact info such as phone number, location, store hours, general return policy, and marketing requests.
Wholesale Wholesale inquiries.

For conversation topic labels to automatically apply to conversations in the mobile app, ensure that your Shopify Inbox app is version 5.12.1 or later.

You can share products that are available in your online store in Shopify Inbox. Learn more aboutsales channel availabilityfor products.

Steps:

  1. FromShopify Inbox, click the conversation that you want to send a product link in.
  2. Click the price tag icon to open a list of your store's products.
  3. Enter a search term to locate the product that you want to send, and then click the product.
  4. 任何额外的信息类型您想要发送with the product link, and clickSend.

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 tocreate discount codesbefore you can share them.

Steps:

  1. FromShopify Inbox, click the conversation that you want to send a discount in.
  2. Click the discount icon to open a list of your store's discount codes.
  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.
  4. ClickShare discountto send the discount code to the customer.

The online chat session stores the discount code and it automatically applies to the customer's cart at checkout.

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.

Steps:

  1. InShopify Inbox, click a conversation to open it.
  2. Click the image icon, and then select an image from your computer to send.
  3. ClickSend.

Conversation details

You can manage the details of a conversation from the desktop version of Shopify Inbox or from the mobile app. All conversation details are visible in theShopify Inbox customer profile.

Change the status of a conversation

You can manage your conversations by changing their status. Conversations can have a status of eitherOpenorClosed. You can change the status of a conversation fromOpentoClosed, or fromClosedtoOpen.

Conversations can't be deleted.

Steps:

  1. FromShopify Inbox, click a conversation to open it.
  2. Within the conversation window, take one of the following actions:
    • To mark a conversation asClosed, click the checkmark icon.
    • To mark a conversation asOpen, click the circle.

Search for conversations

You can search for a conversation in Inbox by using the customer name, customer email, or a specific keyword. You can search for current conversations, or past conversations.

Steps:

  1. FromShopify Inbox, click the search icon in the top left of the screen.
  2. Enter a search term, such as a keyword, customer name, email address, or order ID.
  3. Click the relevant conversation.

Manage conversation assignment

你可以分配一个中介银行工作人员聊天对话er who has theonline store chat permission.

After you assign a staff member to a conversation, only that staff member receives message notifications for that conversation. If you want all staff members to receive message notifications for a conversation, then unassign the staff member from the conversation.

Steps:

  1. FromShopify Inbox, click a conversation to open it.
  2. Click theAssign staffbutton in the conversation header.
  3. In theManage staff assignmentwindow, take one of the following actions:
    • To assign a staff member to the conversation, click the staff member that you want assign to the conversation, and then clickAssign.
    • To unassign a staff member from the conversation, clickUnassign.

If a staff member's name isn't listed on theAssign Staffscreen, then the staff member might not have the required permissions for online store chat. To learn more, refer toonline store chat permissions.

Customer profile

You can access a customer's profile from any open or closed conversation in the Shopify Inbox web or mobile app. The customer profile displays details about the customer, such as whether they're a new or returning customer, their location and time zone, and any relevant order details. You can also leave notes on the customer profile that are visible to only your staff.

Access the customer profile

Steps:

  1. FromShopify Inbox, click a conversation to open it.
  2. In the conversation header, click theCustomer name.

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