A Comprehensive Guide to the Free Official App Shopify Inbox for Beginners


Recently, chat services have become more common on various websites. Utilizing chat services can help prevent customers from leaving the site.

Various companies offer chat services for Shopify stores, providing many options. However, estimating page views can be difficult when launching a store, and using paid services can lead to expenses far greater than expected. Moreover, without actual operation, it is hard to know what features are necessary. Many people may be struggling to find an appropriate chat service in such situations.

Shopify Inbox, a free app from Shopify, is recommended for such people. This article will introduce you to Shopify Inbox’s overview, features, etc.

Introduction to Shopify Inbox

Shopify Inbox can be installed from the official app store. After installation, simply follow the on-screen instructions to activate it, and the common chat button will be added to your Shopify store.

Like any other Shopify app, it is listed in the list of embedded apps, and you can enable/disable it as needed. Note that the app settings are displayed as a ‘Sales Channel’ group, which is different from typical app settings.

Features of Shopify Inbox

Shopify Inbox is equipped with basic chat functionalities.

Quick Responses/Instant Replies

By setting up frequently asked questions and their answers, you can easily implement automated responses.

As of December 2023, it seems you can save more than 10 quick responses, but questions at the bottom may be cut off, so it is recommended to place the most frequent questions towards the top. The order can be easily changed with drag and drop.

Pre-Chat Form

Before starting a chat, you will need to enter your last name, first name, and email address, so even if the customer leaves the online store during the conversation, the store owner’s response will reach them via email.

At this point, you can also present an opt-in option for marketing to the customer, and you can customize the text for the opt-in option.

Quick Replies

Unlike quick responses, quick replies are features for staff who respond to messages. By registering in advance, you can have template messages ready for interactions with customers.

Store Analytics Feature

The analytics results for chats conducted in the store are displayed on the app dashboard. For example, you can see response times and conversations that have led to sales, which can help improve store operations.

Messaging App (PC)

When a message arrives, a notification of unread messages will appear in the Shopify Inbox app, and clicking on it will open a dedicated web app. In this web app, you can interact with customers just like with regular chat services.

Quick Replies

By clicking on the lightning bolt icon, you can call up a pre-registered list of quick replies with one click.


You can also send discounts through messages. This is a handy feature when you want to apologize to a customer. You can also send product links and images.

Assign Staff

If multiple people are managing the store, there may be confusion about who should respond. In such cases, you can assign specific staff to prevent delays.

Messaging App (Mobile)

A mobile version of the Inbox app is also available, allowing you to reply to messages on iPhone/iPad/Android devices.


This blog post introduced Shopify’s official chat app, ‘Shopify Inbox’. Although it is a free app, it includes all the features needed for a typical website chat service and is simple and easy to use. It also has unique messaging features like presenting discounts, which is a compelling Shopify feature. If you are hesitant about using a paid chat service, why not start with the free Inbox?