The Shopify app automatically installs the Intercom Messenger on your store. It also provides an “Order Status” messenger app to help your customers check their order status directly from the messenger- without having to start a conversation.

2. Under "App embeds", find the "Intercom Messenger" app and enable the toggle. Then click Save.

You should now be able to see the Intercom Messenger!

By default, the messenger will only be enabled for Visitors on your shop. If you want to enable the messenger for logged-in customers, follow the steps below:

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Go to the “Add Messenger home apps” section in your Messenger settings > click ‘+ Add an app’ and select Shopify:

Visitors to your store can click on the Shopify app in your Messenger home, and they’ll be able to search for their order using their order number and email address:

If your users click on an order, it will show them the latest status in a new page:

When visitors click on the Shopify app in your Messenger home, they will see a prompt to log in before they can access their order details.

Send the Shopify app in a workflow to triage your customers’ questions then help them automatically.

Your support team can also view Shopify order details right from the Intercom Inbox, letting them handle inquiries quickly without clicking elsewhere for order information.

With Shopify added to your inbox sidebar, you can see your customers’ Shopify data and the status of their recent orders without leaving the Inbox.

Now, when you chat with a customer who exists in Shopify, you’ll see their Shopify customer record, and their most recent orders alongside your conversation details.

To see more customer information, like their phone number, lifetime spend, or last order date, click the customer's name.

Then to see the complete customer record, click View customer in Shopify.

You can also click on an order to see its current status and a detailed summary of the items purchased.

The order summary shows:

To see the complete order record, click View order in Shopify.

To create an order for a customer while you chat, click Create order.

Then, search for products to add them to the order you are creating.

After adding products, you can modify the quantity, add a discount or customise the shipping cost.

Then create the order as a draft, paid or pending.

Now, you can see the order in Shopify, or in their order summary in your inbox. 👌

If a customer has provided you with a different email address, or it's not listed in Intercom, you can search for their customer record in Shopify.

Enter their email address in the email search field of the Shopify Inbox app Customer tab. Then, click the search 🔍 icon or press Enter on your keyboard.

To share more information with a customer about one of your products, just switch to the Products tab in the Shopify Inbox app and search for the product using the Product search field.

Then, simply hover over the eye 👁 icon to open or copy a link to that product.

When you're chatting with a customer who asks about their order status, you can send the Shopify app to them directly from your Inbox. Just click the Shopify icon in the conversation message composer.

This will include the app in your response, and all you need to do is click send.

With the Shopify app installed, your Intercom users will be automatically updated with Shopify data. You can use this data to filter and segment your users, or send targeted messages, like a referral code for your most frequent customers or a discount to someone who canceled an order.

When a lead fills out their email address anywhere on your site, and is identified as a current customer by Shopify, they'll be converted to a user in Intercom. For example, this might happen when a customer gives their email address when making an order.

When a Shopify customer is imported as a user in Intercom, that user will be linked to the Shopify Customer ID to identify their Shopify orders.

A Shopify user will be converted to an Intercom user/lead with the following attributes:

Intercom also automatically tracks these events for your users/leads:

Don’t worry if you can’t see the Intercom Messenger on your checkout page. The checkout process happens on a different domain so we can’t insert the Messenger here. It will appear on every other page of your store. We’ll still track your visitors’ and customers’ behavior, such as the checkout events listed above.

A lead created by the Messenger and a lead created by Shopify webhook should be the same person but are actually different in Intercom.

This may happen, the best way to resolve that would be to delete inactive users who have been imported.

The widget is loaded by an AJAX call to a proxy (https://myshop.myshopify.com/apps/intercom-proxy) that enables us to access user information (such as name and email) without having access to them on server-side. The proxy-url can be modified in Shopify’s dashboard.

If you have modified this proxy url the widget won’t show up anymore on their store. You would need to set the value back to : intercom-proxy

The https://mystore.myshopify.com/apps/intercom-proxy is redirected to https://mystore.myshopify.com/password which prevents us from loading the widget information (app_id, email, name).

This issue typically happens when the app was uninstalled and is being installed again. It is an issue related with how Shopify handle its cookies and there is nothing we can do about it currently. You can try re-installing your app using a browser incognito window.

At the moment no direct customizations can be made to the Messenger installed via Shopify app. You can still customize it in your Messenger settings.