What is Shopify Inbox?
Shopify Inbox lets you talk to customers on your storefront, with staff conversations and an optional AI agent that can answer automatically. The app is listed as free; you'll still need a Shopify store and people to handle questions that need human help. Inbox overview and app listing
Imagine a shopper asking, “Will this arrive before Friday?” Your team can write an answer, use an AI-suggested draft where eligible, or let the enabled Inbox agent respond. Those are three different ways to work—not three names for the same feature.
This guide uses official documentation checked on September 6, 2026. The setup checks are our recommendations, not a report of a live-store test.
If you're starting your first Shopify store, the following link is for store signup. Existing merchants should check Inbox in their current account.
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Understand the three ways to reply
| Option | How it works | What to check |
|---|---|---|
| Staff chat | Your team writes and sends messages | Who is available to reply |
| Suggested replies | AI drafts text for eligible English stores | A staff member checks the draft before sending |
| Inbox agent | Answers customers automatically when enabled | Store information and when to pass requests to staff |
Existing Inbox users keep staff handling until they activate the agent. Suggested replies are English-only and require an English storefront and admin, an existing Inbox conversation and no more than 200,000 products. A suggestion may be unavailable when store information is insufficient. Suggested reply requirements
Check eligibility before you start
Inbox supports Basic, Grow, Advanced and Plus. The automatic agent needs an active online store, Inbox installed and new customer accounts; legacy customer accounts don't qualify. You can assign all new conversations, conversations outside staff availability, or none. Agent requirements and assignment
If you use legacy customer accounts, review what changing them means for customer sign-in before switching. For budgeting, separate the free Inbox app from your Shopify subscription and the time your team spends helping customers.
Set up Inbox in five practical steps
1. Install the app and add the chat widget
Follow Shopify's installation instructions to install Inbox, add the storefront widget and configure settings. Conversations are available on desktop and the iOS and Android apps, with actions controlled by staff permissions.
Preview the widget on a mobile product page as well as your desktop home page. Check that it doesn't cover an important button and that the greeting makes clear what customers can ask.
2. Check your product details and policies
The agent's persona controls how it speaks. Business facts come from sources such as your catalog, policies, published content and Knowledge Base. Persona and source information
Make a simple list of who keeps delivery details, returns and size information up to date. Remove contradictions, such as an expired offer on an old campaign page. Our Shopify Knowledge Base guide helps you prepare common questions and answers.
3. Choose a tone and useful starting questions
A helpful style brief could say: answer directly, use plain language and acknowledge the customer's concern. Keep delivery promises in the relevant store information rather than relying on a tone instruction to supply facts.
With the agent off, instant answers show predefined responses to questions shoppers select. With it on, the agent provides conversation starters and responses instead. AI-generated instant-answer suggestions are English-only. Instant answers
Start with questions such as where you ship, how to find a size and how to request a return. Each answer should help the shopper take the next step.
4. Decide when people should take over
A handoff means passing the conversation to a person. When staff handoff is available, the conversation moves to Unassigned with its AI context. When it isn't available, the shopper gets your store's sender email address and must send the email themselves; the agent doesn't send it for them. Conversation handoff
Choose who checks Unassigned and who covers when they're away. Also confirm that the sender email address reaches an inbox your team monitors.
5. Try a few customer questions
Test a simple product question, an unknown specification, an expired promotion and a request for a person. Try an order question while signed out too. Look for accurate answers and a clear next step, including outside your staffed hours.
Shopify InboxExplore a chat option for your storeExplore current features and plans on the official site.Explore Shopify Inbox
How to improve an answer after launch
First identify what's wrong. An incorrect shipping charge needs a source correction. An abrupt but accurate reply needs a style change. A missed request for staff help needs a look at handoff settings.
Shopify's training feature uses practice scenarios or ratings of real responses to suggest persona updates. You review and accept them; they don't replace the store facts the agent uses. Training your agent
Keep a short record of mistakes, missed handoffs and time spent reviewing chats. That will tell you more than chat volume alone about whether the setup is helping.
When should you compare another tool?
Compare alternatives if you need different channels, languages, actions or reporting. Start with those requirements rather than assuming a paid app is better—or that a free app covers every need.
Our Zipchat vs. Shopify Inbox comparison helps with that decision. For a wider rollout, use the Shopify AI support guide. Flow and Sidekick handle other Shopify tasks and deserve a separate look from customer chat.
Starting a new Shopify store?
The link below is for new Shopify store signup, not installing Inbox. If you already have a store, use the Inbox setup instructions in your existing account.
See whether Shopify fits your business3-dayfree trialFor new stores. No credit card requiredAny introductory offer after the trial is paid; terms vary by location and eligibilityTry a new Shopify store free for 3 days
