Shopify Inbox fits if
You want free, simple chat on your store, built by Shopify, with optional AI answers from your own catalog and policies.
Shopify chat: how to add live chat to your store
The simplest way to add chat to a Shopify store is Shopify Inbox, Shopify's own free chat app. Install it from the Shopify App Store, set your greeting and chat button, and shoppers can message you from any page of your store; an optional AI agent can answer from your catalog and policies and hand over to your team. If you need more, such as a shared help desk or chatbots across channels, a third-party chat app may fit better. Here is how to set it up and how to choose.
Updated 9 October 2026
What Shopify Inbox does
- Adds a chat button to your online store so shoppers can ask questions without leaving the page.
- Lets you reply from your Shopify admin, with customer insights next to the chat.
- Can run an AI agent that answers from your catalog, inventory, policies and store content, in a tone and style you set.
- Always lets the shopper ask to connect to staff, and the agent offers to hand over when it cannot help.
- Includes reports such as orders assisted and buyer satisfaction.
- Is free and made by Shopify. Its App Store listing says it works with the Shopify admin and the Online Store.
How to add Shopify Inbox chat to your store
- In the Shopify App Store, search for Shopify Inbox and install it.
- Open Inbox in your admin and go to its settings.
- Set up the chat button and write a short greeting that says when you usually reply.
- Make sure your shipping, returns and sizing answers are on your store's policy and FAQ pages, so the AI agent and your team can use them.
- Decide whether to turn on the AI agent, and set its tone and rules.
- Check the chat button shows on your store. If it does not, look for Shopify Inbox under App embeds in your theme editor.
- Turn on notifications so you see new chats quickly.
- Open your store on your phone and send a test message.
Shopify Inbox or a third-party chat app?
A chat or help desk app fits if
You want chatbots and flows, one shared help desk for chat and email, or chat that also covers channels like WhatsApp. Compare options such as Tidio and Gorgias in our comparisons.
Paperflower fits if
Most of your questions come from Instagram, Facebook and TikTok, including comments under your ads, plus support email. Paperflower is not a website chat button; it pairs well with Shopify Inbox.
Do you need chat at all?
If shoppers rarely message you on your site, a clear FAQ, delivery times on product pages and a contact email may be enough. Add chat when questions start costing sales.
Tips for live chat that actually sells
- Say when you reply. 'We are online 9 to 5 AEST and reply to everything within a few hours' sets expectations.
- Answer buying questions first: stock, sizing, shipping to New Zealand, delivery before a date.
- Keep a few saved answers for the questions you get every day.
- Do not hide the human option. People who want a person and cannot reach one leave.
- Check your chats on your phone. A question answered in five minutes is often a sale.
The messages that never reach your website chat
Website chat only covers people already on your site. For brands that run Meta and TikTok ads, many questions arrive as comments under the ad, Instagram and Facebook DMs and emails, before the shopper ever visits the store.
Paperflower puts those comments, DMs and support emails in one list, connects to Shopify for order details, puts the buying questions first and drafts a reply for each. You check it and press Send for messages and email; for public comments it copies the reply and opens the comment so you paste and post it yourself. See how it works with Shopify.
How Paperflower is different
Comments are a sales channel, not a chore
Most tools treat comments as noise. Paperflower reads every one, spots buying questions like “do you ship to NZ?” and makes sure they get answered before the customer moves on.
Buying Intent and Opportunity Score
Every conversation gets a score so the people ready to buy come first. You see who to reply to now, and who can wait.
Shopify context in every draft
Order status, shipping and product details are pulled in automatically, so drafts are right the first time and private order details never go out in public.
You stay in control
AI drafts are on and auto-send is off by default. Complaints are escalated to you. Refunds and cancellations always need a human.
Simple pricing
Paperflower starts free with 100 customer interactions a month, no card needed: every message in one list, and you write the replies. AI sorting, reply drafts and spam hiding come with Standard, which is A$47 a month for 3,000 customer interactions, with a 7-day free trial. Human replies are always free. See all plans.
Built for AU and NZ brands
Local time zones, local shipping questions, and support from people who know the market.
Frequently asked questions
Yes. Shopify Inbox is Shopify's own free chat app. It adds a chat button to your online store and lets you reply from your Shopify admin, with an optional AI agent.
Yes. Shopify Inbox is free to install and is made by Shopify.
Install Shopify Inbox from the Shopify App Store, set up the chat button and greeting in its settings, and check the chat is turned on in your theme. Then send a test message from your phone.
Shopify Inbox is built for chat on your online store; its App Store listing says it works with the Shopify admin and the Online Store. Comments under your posts and ads are answered on Instagram and Facebook, or with a tool like Paperflower that puts them in one list.
Not unless you turn that on. By default it drafts a reply and you approve it. You can switch on auto-send for simple, safe questions once you trust the drafts.
Instagram, Facebook and TikTok comments and DMs, support email through Gmail or Google Workspace, and Shopify for order details.
Yes. The Free plan is the basics: 100 customer interactions a month in one list, no card needed, and you write each reply. Standard adds AI sorting, reply drafts and spam hiding, and comes with a 7-day free trial. You can cancel any time. Compare plans.
Start Paperflower free
Connect Instagram, Facebook, email and Shopify in a few minutes. On Standard, AI sorts every message and drafts every reply, you stay in control, and nothing is sent without your say-so unless you switch that on. Free puts every message in one list for you to answer.