Shopify app

Chat to visitors and customers on your Shopify store, show them their order status in the Messenger, and more.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

With the Shopify app, you can provide personal, real-time support to visitors and customers in your store and check their order status without leaving the Intercom Help Desk.

You can also save hours of conversation time by letting customers check their order status in your Messenger home.

Note:

Here are more things you can do:

  • Chat with visitors to your store in real time, capture them as leads, and convert them to customers.

  • Show customers their latest order status in your Messenger home, so they can check their order without starting a conversation.

  • Let visitors search their orders straight from Messenger home.

  • Resolve issues faster by seeing your customers’ order history beside each conversation on the Help Desk.

  • Send targeted messages to encourage customers who purchased from your store to return.

Installing the Shopify app will:

  • Add Intercom's Javascript snippet to your store to enable loading the Messenger.

  • Import records from Shopify to Intercom.

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.


How to install the Shopify app

Go to the Intercom App Store, search for the Shopify app and click Install now.

On the "Get Intercom for Shopify" screen, enter the domain of your Shopify store.

An image showing the Shopify store URL settings screen.

You’ll need to log in to your Shopify account.

Then, to allow the Intercom connection in Shopify, click Update unlisted app.

An image showing the Shopify authorisation screen.

You will be redirected back to Intercom to authorize Shopify to access your Intercom Workspace. Click Authorize access.

An image showing the Intercom authorisation screen.

Once you’ve completed the setup, you’ll see the Intercom Messenger in the bottom right-hand corner of your Shopify store.

An image showing Intercom Messenger on a Shopify store page.

This will work for both visitors and logged in users of your Shopify store.
Name, email address, and ID are mapped from Shopify to Intercom for logged in users.


Let customers check their order status in the Messenger

‘Where’s my order?’ is one of the most common questions eCommerce businesses receive from customers. With Shopify’s Messenger app, you can:

  • Automatically show logged-in users their latest order status in your Messenger home.

  • Let logged-out visitors search for their orders right from your Messenger home.

How the Messenger app works

For logged-in users

When users sign into your store, they’ll be able to access their order status in your Messenger home by clicking "Order status".

They will then be able to quickly check their recent order status without needing to start a conversation. 👍

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

An image showing Shopify order details page.

For logged-out visitors

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.


Add the Shopify app to your Messenger home

To add the Shopify app to your Messenger home, go to your Messenger settings, click Add an app and select Shopify.

You can show the Shopify app to visitors, users or both. The Shopify app will show your customers their orders for the previous 60 days.

After you save your settings, customers can start checking their latest orders in your Messenger home.

The Shopify app will be automatically localized into any language you support in your Messenger. 🎉


See your customers’ Shopify orders from the Help Desk

With Shopify added to your Help Desk 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.

An image showing Shopify app alongside an Intercom conversation.

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

An image showing Shopify app alongside an Intercom conversation with a customer's details.

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.

An image showing Shopify app alongside an Intercom conversation with a customer's order details.

The order summary shows:

  • Order number

  • Order ID

  • Payment status

  • Fulfillment status

  • Order date

  • Tracking number & link

  • Item details
    — Product name
    — Price
    — Quantity
    — SKU code

  • Subtotal

  • Shipping cost

  • Tax

  • Total price

  • Order confirmation link — This is a link to the confirmation page as seen by your customers to send to them again if needed.

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

An image showing the Shopify app alongside an Intercom conversation with View in Shopify.

Create an order in Shopify from the Help Desk

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

An image showing the Shopify app alongside an Intercom conversation with Create order.

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

An image showing the Shopify app alongside an Intercom conversation with a customer being search for.

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

An image showing the Shopify app alongside an Intercom conversation with an order being edited.

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

An image showing the Shopify app alongside an Intercom conversation with an order being marked as draft, pending or paid.

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

Search for a customer in Shopify

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 Help Desk app Customer tab. Then, click the search 🔍 icon or press Enter on your keyboard.

Search for a product in Shopify

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

An image showing the Shopify app alongside an Intercom conversation with a product being search for.

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

An image showing the Shopify app alongside an Intercom conversation with a product being viewed.

Send the Shopify app in conversations

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.

An image showing the Shopify app icon in the conversation composer.

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

An image showing the Shopify order status being sent in the conversation composer.


How Shopify syncs with Intercom

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.

Changes made in Intercom will never modify your data in Shopify.

Users and leads

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

  • id => user_id

  • name => name

  • email => email

  • created_at => created_at (for leads)

  • created_at => signed_up_at (for users)

  • orders_count => shopify_orders_count

  • total_spent => shopify_total_spent

  • last_order_name => shopify_last_order_name

  • accepts_marketing => shopify_accepts_marketing

The Shopify/Intercom integration does not support metadata.

Shopify events

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

  • Checkout in Shopify results in “checkout-start”, “checkout-customer-infos-step”, “checkout-shipment-step” and “checkout-payment-step” events.

  • Creating and updating an order in Shopify results in “order-create”, “order-paid”, “order-cancelled”, “order-partially-fulfilled” and “order-fulfilled” events in Intercom.

Note:

  • Users are automatically imported from Shopify when you install the app. If you remove the Shopify app from Intercom, it won’t affect your Intercom subscription.

  • A customer in Shopify is linked based on their Shopify customer ID, not email address.


Troubleshooting

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.

FAQ

1. Lead duplication - why does this happen?

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

2. My Shopify integration imported too many users - what now?

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

4. My Intercom Messenger does not show up at all on my Shopify Store

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

5. My store is "not open yet", why doesn't Intercom Messenger show on my Store page?

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).

6. I am seeing "This page could not be found" when I try to install Shopify App from Intercom App Store

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.

7. Can I customi`e Intercom Messenger?

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.


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