Set up Shopify Inbox so shoppers get fast answers about products, shipping and returns, with an AI agent you review before it goes live.
Who it is for
Store owners who lose sales to slow replies. The Inbox agent answers on its own once it is on, so read its training and safety settings first and keep an eye on early conversations.
Tools
A Shopify store
Shopify Inbox, installed free from the Shopify App Store
ChatGPT or Claude to draft quick replies and Knowledge Base facts
Steps
Install Shopify Inbox from the App Store. Shopify describes it as a free business chat app built into your admin.
Customize the chat button, welcome message and availability hours from the online store editor, so shoppers know when a person replies.
Run the prompt below to draft 5 quick replies for your most common questions. Save them in Inbox settings.
Add your shipping, returns and sizing facts to the Knowledge Base so the agent has real answers to use.
Read Shopify's pages on assigning the Inbox agent and setting its persona and training before you turn anything on.
Turn the agent on for one question type first. Shopify says the agent is opt-in and conversations stay with your staff until you choose.
Review the first week of conversations daily and fix any wrong answers at the source.
The prompt
Draft quick replies for my store's chat.
Store: [NAME, what you sell]
My 5 most common customer questions: [LIST, for example shipping time, returns, sizing, stock, custom orders]
My real answers: [ONE or TWO FACTS PER QUESTION]
Write one reply per question:
- Under 60 words each
- Friendly and plain
- End with what happens next, for example a link to the returns page or a promise of a personal reply within a day
Rules:
- Use only the facts I gave you. No invented policies or promises.
- Show me the replies first. Do not send anything to customers.
Tips
Shopify says the agent can use your catalog, policies, Knowledge Base files and published pages, so keep those accurate first.
Customers signed in with a Shop session can get personalized product recommendations.
Review agent performance from the Inbox pages in your Shopify admin.