The fastest way to add chat is through Shopify's built-in Inbox feature or a third-party app from the Shopify App Store

Shopify offers two main routes to add chat: use the free Shopify Inbox that comes with most plans, or install a dedicated chat app. Shopify Inbox lets you message customers directly from your Shopify admin and handles chat, email, and Facebook Messenger in one place. If you want more advanced features — like chatbots, canned responses, or visitor tracking — you'll install an app like Gorgias, Zendesk, or Drift from the Shopify App Store. Both routes take less than 10 minutes to set up.

The choice between them depends on your store size and budget. Shopify Inbox works well if you handle customer messages yourself and don't need automation. A third-party app makes sense if you want to automate common questions, route chats to a team, or track which visitors are browsing your store.

Key Takeaways

  • Shopify Inbox is free and built into your admin — you enable it in Settings and add a chat widget to your store in minutes.
  • Third-party chat apps from the Shopify App Store offer features like chatbots and team routing, but most charge a monthly fee starting at $15 to $50.
  • You can test Shopify Inbox first and switch to a paid app later if you need more features.
  • Chat widgets appear on your store pages automatically once enabled, and customers can message you without creating an account.

Setting up Shopify Inbox (the free option)

Shopify Inbox is included free with Shopify Basic, Shopify, Advanced, and Shopify Plus plans. To turn it on, go to your Shopify admin, click Settings in the bottom left, then select Apps and integrations. Find Shopify Inbox in the list and click it. You'll see an Install app button — click that, then confirm.

Once installed, the chat widget automatically appears on your store. Customers see a small chat bubble in the bottom right corner of your pages. They can click it to send you a message without logging in. You receive messages in your Shopify admin under the Inbox tab, where you can reply, and those replies show up on your store in real time.

You can customize the widget's appearance — change the color, the greeting message, and which pages it shows on — by going back to the Inbox settings. If you want to limit chat to certain hours (for example, only 9 AM to 5 PM), you can set that too. Shopify Inbox also handles email and Facebook Messenger, so if a customer messages your Facebook page, those conversations appear in the same inbox.

Installing a third-party chat app from the Shopify App Store

If Shopify Inbox doesn't have the features you need, open the Shopify App Store from your admin home page. Search for "chat" or "live chat" to see available apps. Popular options include Gorgias (which focuses on customer support across channels), Zendesk (team-based support), and Drift (chatbots and visitor tracking).

Click the app you want, read the description and pricing, then click Add app. You'll be asked to authorize the app to access your store data. After you confirm, the app will guide you through setup — usually choosing a chat widget style, writing a greeting message, and adding the widget to your store. Most apps add the widget automatically to all pages, but you can usually customize which pages show it.

Pricing varies widely. Some apps charge $15 to $30 per month for basic features. Others charge per agent (if you have a team handling chats) or per conversation. Many offer a free trial, so you can test them before paying. Check the app's pricing page in the Shopify App Store to see exactly what you'll pay.

Deciding between Shopify Inbox and a paid app

Start with Shopify Inbox if you're new to chat. It's free, requires no setup beyond clicking Install, and handles the basics well. You can message customers, they can message you, and everything syncs with your admin. If you find yourself wishing for features it doesn't have — like automated responses to common questions, the ability to assign chats to team members, or tracking which products customers are looking at before they chat — that's the signal to try a paid app.

Some stores use both: Shopify Inbox for simple customer questions and a paid app like Gorgias for more complex support. You don't have to choose one forever. Test Shopify Inbox for a month, and if it works, keep it. If you need more, uninstall it and install a paid app instead.

Customizing your chat widget's appearance and behavior

In Shopify Inbox, click Settings within the Inbox tab to change how the chat widget looks. You can change the widget color to match your brand, write a custom greeting (for example, "Hi! Questions about shipping?" instead of the default), and choose whether the widget appears on all pages or specific ones.

You can also set business hours. If you set chat to be available only 9 AM to 5 PM Monday through Friday, customers who message outside those hours will see a message saying you're offline and their message will be queued for when you return. This prevents customers from expecting an instant reply at midnight.

Third-party apps offer more customization. Gorgias lets you create canned responses (pre-written answers to common questions that you can send with one click), set up chatbots that answer questions automatically, and assign chats to specific team members. Drift lets you see which products a visitor is browsing before they start a chat, so you can offer help proactively. Check each app's settings to see what's available.

Managing chat messages and responding to customers

Messages arrive in your Shopify admin under the Inbox tab. You'll see a list of conversations on the left and the message thread on the right. Click a conversation to open it and type your reply. Customers see your response appear on your store in real time, and they can keep the conversation going.

In Shopify Inbox, you can also see the customer's order history and contact information in the same window, so you know who you're talking to and what they've bought. If a customer messages about a specific product, you can see which one they're referring to. This context makes it easier to help them quickly.

If you use a third-party app, the workflow is similar but may include extra features. Gorgias shows you suggested responses based on what the customer wrote, so you can reply faster. Zendesk lets you assign chats to team members and track how long each conversation takes. Drift can automatically offer a discount code or schedule a call if the customer seems interested.

Troubleshooting common chat setup issues

If the chat widget doesn't appear on your store after you enable Shopify Inbox, clear your browser cache and reload your store. Sometimes your browser holds onto an old version of your site. If it still doesn't show, check that Shopify Inbox is actually installed by going to Settings > Apps and integrations and confirming it's listed there.

If customers can see the chat widget but messages aren't reaching you, make sure you're logged into your Shopify admin. Messages only sync when your admin session is active. Also check that notifications are turned on — in your Shopify admin, click your profile icon in the top right, go to Notifications, and make sure chat notifications are enabled.

If you installed a third-party app and the widget isn't showing, the app may not have added the code to your store yet. Some apps require you to manually add a code snippet to your theme. Go to the app's settings and look for instructions on adding the widget. If you're not comfortable editing code, contact the app's support team — they can usually do it for you.

Frequently Asked Questions

Can customers chat with me without creating a Shopify account?

Yes. Both Shopify Inbox and third-party chat apps let customers message you directly from the chat widget without logging in. They just type their message and hit send. You'll see their name and email so you can follow up later if needed.

What happens to chat messages if I'm offline?

Messages are saved and waiting for you when you log back in. If you set business hours in Shopify Inbox, customers see a message saying you're offline. With some third-party apps, you can set up an automated response or chatbot to reply while you're away.

Can I use chat on mobile, or do I have to be at a computer?

Shopify Inbox works on the Shopify mobile app, so you can reply to messages from your phone. Download the Shopify app, log in, and go to the Inbox tab. Third-party apps vary — some have mobile apps, others work through email notifications. Check the app's details in the Shopify App Store.

Does adding chat slow down my store?

No. Shopify Inbox and most third-party chat apps load the widget asynchronously, meaning they don't block your store from loading. Your store speed should not be affected.

Can I delete chat messages or conversations?

In Shopify Inbox, you can archive conversations to clean up your inbox, but you cannot permanently delete them. Third-party apps have different policies — some let you delete messages, others archive them. Check the app's documentation or contact support if you need to remove specific conversations.