Customer Service & Retention AI
Shopify Inbox
Shopify Inbox is Shopify's customer-chat workspace for merchants that need to manage storefront conversations with customer, cart, and order context while helping shoppers complete purchases. Staff can see available customer, cart, and order context, share products, continue a conversation by email, and use Shopify Magic to prepare replies. An optional Inbox agent can answer from catalog, policy, knowledge-base, file, and published storefront content for eligible early-access merchants.
- Platforms
- Shopify · Web · iOS · Android
Buying view: Shopify Inbox is the simplest option for a Shopify merchant that wants free, store-native chat with cart, customer, and order context. Staff-reviewed Magic replies are generally available, while the autonomous Inbox agent remains limited to eligible early-access merchants.
Capabilities
Shopify Inbox gives a store one chat surface where staff or the optional Inbox agent can answer questions with product, cart, order, policy, and signed-in shopper context. Its biggest advantage is native Shopify context: the conversation can include products, discounts, order help, and personalized recommendations without making the shopper or staff reconstruct the store details in a separate helpdesk.
What problem it addresses
Shopify merchants need a lightweight storefront conversation channel that exposes relevant cart, customer, and order context to staff.
How people use it
Online-store chat is managed through Shopify admin, desktop web, iOS, and Android. Cart, customer, and order context is available while staff handle conversations. Shopify Magic suggests replies that staff review, edit, and send.
A shopper opens chat, Inbox supplies store and customer context, the agent or staff answers and shares relevant items, and the conversation is resolved or retained for follow-up.
What each module does and its role
Storefront chat
Online-store chat managed from Shopify admin, desktop web, iOS, and Android. Teams use this area to configure relevant rules for responses, routing, and human handoffs.
Customer and order context
Cart, customer, and order context available while staff handle a conversation. Teams use this area to configure relevant rules for responses, routing, and human handoffs.
Shopify Magic replies
Shopify Magic places a suggested reply in the staff composer when the conversation and store contain enough context. The staff member checks the facts, edits the wording, and chooses whether to send it; these suggestions do not control the separate Inbox agent's automatic messages.
Instant answers and messages
Instant answers, automated greetings, order-status updates, product links, and discount codes. Teams use this area to configure relevant rules for responses, routing, and human handoffs.
Early-access Inbox agent
The early-access Inbox agent can answer using catalog, policy, knowledge-base facts, files, and published storefront content. Teams use this area to configure relevant rules for responses, routing, and human handoffs.
Signed-in shopper context
Signing in with Shop can support personalized product recommendations based on preferences, sizes, and purchase history. Teams configure relevant rules for responses, routing, and human handoffs.
Commercial plans
This table reflects the current public pricing surface checked on 2026-09-03. Each row keeps the plan's documented allowances, capabilities and separately priced add-ons together so the tiers can be compared without treating the headline price as the whole offer.
Shopify Inbox access
| Product or sales surface | Scope | Public price and status |
|---|---|---|
| Shopify Inbox | Native chat workspace available to eligible Shopify stores. Included plan entitlements
| Included with eligible Shopify store plans |
Comparable tools: price and workflow
| Tool | Workflow difference | Official public price reference |
|---|---|---|
| MooseDesk | MooseDesk: A generous Shopify chatbot, live-chat, FAQ, and ticketing entry point. Shopify Inbox: Free Shopify-native chat with store context, assisted replies, and an early-access AI agent. | $0/month |
| Chatty | Chatty: Shopify AI sales and support chat with a useful recurring free allowance. Shopify Inbox: Free Shopify-native chat with store context, assisted replies, and an early-access AI agent. | $0/month |
| Tidio (Lyro AI) | Tidio (Lyro AI): Live chat, ticketing, proactive flows, and a Lyro AI agent for smaller support teams. Shopify Inbox: Free Shopify-native chat with store context, assisted replies, and an early-access AI agent. | 50 human conversations/month; 50 Lyro conversations once per account |
| Gorgias | Gorgias: Ecommerce helpdesk and AI Agent for support and shopping conversations. Shopify Inbox: Free Shopify-native chat with store context, assisted replies, and an early-access AI agent. | $10/month (50 tickets) |
| Zendesk AI | Zendesk AI: Zendesk customer service plans with outcome-priced AI agents and enterprise controls. Shopify Inbox: Free Shopify-native chat with store context, assisted replies, and an early-access AI agent. | $19/agent/month, billed annually |
Frequently asked questions
How does Shopify Inbox fit into an ecommerce workflow?
A shopper opens chat on the online store, while staff handle the conversation in Shopify admin or the mobile app with customer and cart context. Staff can send products, discounts, order updates, or edited Magic suggestions; eligible stores can also let the early-access agent answer from approved catalog, policy, and knowledge sources.
How is Shopify Inbox priced?
The public price reference shown here is that Shopify Inbox is included with eligible Shopify store plans.
What is the main Shopify Inbox boundary to check?
Staff-reviewed Magic replies are generally available, while the autonomous Inbox agent remains limited to eligible early-access merchants.
Native connections
Generate a suggested reply inside Inbox, then let the merchant review and send it in the same workspace.
Shopify InboxSources
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