When you respond to a customer who messaged you from your online store chat, one of two things will happen: If a customer enters an email address that doesn’t match an existing customer record, then a new customer record is created. The customer can respond to your email and the complete conversation history will be stored in your Conversations list. If the customer has left your online store, then your chat responses will be delivered by email. If the customer is on your online store, then your chat responses will be delivered in the chat window. This enables them to receive a response from you by email if they leave your store before you're able to reply. Refer to Conversations for more information on viewing and responding to online store chat messages.Ĭustomers are asked to enter their email address when they message you from your online store chat. When the customer leaves your store, the "Online" indicator disappears and is replaced with a message indicating that your reply will be sent to the email address that the customer entered in the pre-chat form at the start of the chat session. On mobile, the "Online" indicator is also displayed next to the customer's avatar in a conversation. If the customer is actively on your store, then an "Online" indicator is displayed next to the customer's email address in the conversation list. Messages from customers using online store chat don't display a photo or a name for the customer, but Shopify Inbox associates each anonymous customer with a default avatar and a unique shop visitor name. The Shopify Inbox app is available for iOS, iPadOS, or Android devices, and by logging in to Shopify Inbox on desktop at. Using the Shopify Inbox app, you can review and respond to messages from your customers. Viewing and responding to online store chat messages Refer to First Reply Messages for more information. You can customize the first reply messages from the Inbox > Saved Responses page in your Shopify admin. If you have a first reply set up, then the message is displayed after the customer types in the chat window for the first time. When a customer clicks the chat button on your store, a welcome message is displayed in the chat box header. Customize greetings for online store chat If you are using an unsupported language, then online store chat defaults to English. Online store chat appears in the same language as your theme. In the Color field, enter a hexadecimal code or click the drop-down menu to use the color picker to select a color.Ĭustomizing the language for online store chat Using the Position drop-down menu, choose a location for the chat button. You can change the button style and color to match your online store from the Appearance page in your Shopify admin. Customize the online store chat buttonĬustomers browsing your online store can click a chat button to start a chat with you in the browser window. Visitors to your online store using Safari or an iOS device have the option to start a conversation with Apple Business Chat. If you have Apple Business Chat set up and you view your online store using Safari or an iOS device, then you won't have the Shopify chat button. You can customize the button and chat window so that it matches the style of your online store theme. This removes the online chat button from your online store. To disable online store chat, follow the steps above and select Not visible. In the Online store chat visibility section, click Visible. Steps:įrom your Shopify admin, click Settings > Apps and sales channels.įrom the Apps and sales channels page, click Shopify Inbox. Online store chat is included with Shopify Inbox, but is not enabled by default. You can read and respond to your customers' messages using Shopify Inbox on your desktop computer or your mobile device, as well as sending product links, images, or discount codes. Shopify Inbox includes online store chat.
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