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.
We recently made some changes to the Intercom Messenger installation. To ensure the messenger works as expected on your shop, please refer to the Enable Intercom Messenger on your shop section in this article to complete the migration.
Installing the Shopify app will:
Add Intercom's Javascript snippet to your store to enable loading the Messenger.
Import records from Shopify to Intercom.
Enable customers to check order status by entering their email or order number in the Messenger.
Sync your Shopify customer data with Intercom and track your users' actions in the store as events in Intercom, so you can send them targeted messages based on their actions.
Automatically resolve inquiries by giving Fin AI Agent access to customer order details like order status or billing address.
The Shopify app is free for a limited trial. You need to create a paid Shopify account to continue using this app once your trial's ended. This app is available on the Intercom Essential, Advanced, and Expert plan.
Note: If you want to connect your Intercom workspace to more than one Shopify store, those extra stores will require you to install Intercom via one of the methods outlined here. Installations performed without the integration will not have access to the Shopify integration's Inbox app or Messenger app.
What you’ll need
A Shopify account
An existing Shopify shop where you have the "Manage and install apps and channels" permission
Install Shopify app
You’ll find Shopify in the Intercom App Store. Click Install now and enter the domain of your Shopify store.
You'll be redirected back to Intercom to authorize Shopify to access your Intercom Workspace. Click Authorize access.
Note: The Settings page will now show the connected Stores. To add another store Click +Add Shopify store. To learn more about connecting more than one Shopify store, refer to the Connect Multiple Shopify Stores to a single workspace article.
Enable Intercom Messenger on your shop
On Shopify, go to the shop admin and "Customize" the Current theme.
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!
The Shopify app will be automatically localized into any language you support in your Messenger. 🎉
Enable Messenger for users
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:
On the Install tab, under the Choose how to install the messenger section, select Shopify.
On Step 2, select "For users with logins" and turn on the Enable connection to messenger setting
Confirm that the installation is successful by clicking on Check installation. After confirming the installation status, select "Done".
Refresh the page and make sure your settings are properly saved.
Login to your storefront and confirm that the messenger is properly installed for signed-in users.
Add the Shopify app to your Messenger home
Go to the “Add Messenger home apps” section in your Messenger settings > click ‘+ Add an app’ and select Shopify:
Send the Shopify app in conversations
Send the Shopify app in a workflow to triage your customers’ questions then help them automatically. 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.
Manage Shopify orders from the Inbox
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. The Shopify app sidebar shows the customer details and their recent order history, letting you handle inquiries quickly without clicking elsewhere for order information.
View customer and order data
If a customer in Intercom matches a customer in Shopify (by email or User ID), their profile and orders appear automatically. To see more customer information, like their phone number, lifetime spend, or last order date, click the customer's name. 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.
Multi-store view: If you have multiple stores connected, use the dropdown menu at the top of the sidebar to switch between stores. The sidebar defaults to the store the customer was browsing when they contacted you.
Order details: Click on any order to view payment status, fulfillment status, tracking numbers, and line items.
The order summary shows:
Order number
Order ID
Payment status
Fulfillment status
Order date
Tracking number & link
Item details
— Product name
— Price
— Quantity
— SKU codeSubtotal
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.
Shipping and Billing Address
Your customers' shipping and billing addresses are now seamlessly synced from Shopify and are visible directly in the Inbox. You can now edit the shipping address for existing orders directly from the Intercom Inbox. Select the edit icon for an order to update its shipping address.
Note: The new address must comply with Shopify's address restrictions (e.g., including ZIP code or postcode depending on the country selected). You can also set the shipping address for new orders.
Edit shipping address
You can update the shipping address for existing orders directly from Intercom.
Open the order details in the sidebar.
Click the Edit (pencil) icon next to the order number.
Update the address details.
The address must comply with Shopify's format validation (e.g., valid postal codes for the selected country).
Click Save changes.
Create an order in Intercom from the Inbox
The Intercom Inbox sidebar now allows you to create new Shopify orders directly, and instantly access your customers' Shopify data and the status of their recent orders. When chatting with a customer who has a Shopify record, their Shopify customer details and recent orders automatically appear alongside your conversation, keeping all the information you need in one place, right within the Inbox.
Refunding an Order
The new Shopify Inbox App feature streamlines your support workflow, making it faster and easier to resolve customer refund requests. This helps you save time and keep conversations flowing smoothly.
Follow these steps to process a full refund for a Shopify order directly from the Intercom Inbox.
Open the Shopify Inbox App in the right-hand sidebar of an Inbox conversation.
Click the Refund button on the order you wish to refund.
Fill out the refund details in the pop-up window:
Refund amount will be pre-populated with the full order amount for a full refund.
Reason for refund allows you to document why the refund is being issued.
Restock Type allows you to choose to Cancel or Return the items.
Follow up actions allows you to select to Restock item and/or Update the customer.
Click Process refund.
Note: The Shopify Inbox App only supports processing full refunds at this time. To process a partial refund, you will need to go to your Shopify admin.
Cancel an order
Open the order details.
Click the Refund/Cancel icon.
Set the Restock Type to Cancel.
Select appropriate follow-up actions and click Process refund.
Duplicate an order
To quickly re-order the same items for a customer:
Open the existing order in the sidebar.
Click the Duplicate order icon.
This creates a new Draft order in Shopify using the original data. You can then open the draft in Shopify to finalize it.
Search for a product in Intercom from Shopify
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.
How to use the app
Let customers search for their orders
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 they’re logged in already, they’ll see their orders right away without searching. 👌
If your users click on an order, it will show them the latest status in a new 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.
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.
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:
Shopify Attribute | Intercom Attribute | Notes |
user_id | user_id | If there is no user_id in Shopify then it will fallback to using id |
name / first_name + " " + last_name / first_name / last_name | name | If there is no `name` in Shopify, tries using `first_name` + " " + `last_name` if both exist. If only one exists returns that. |
| ||
created_at | signed_up_at |
|
id | shopify_id |
|
accepts_marketing | shopify_accepts_marketing |
|
orders_count | shopify_orders_count |
|
total_spent | shopify_total_spent |
|
note | shopify_note | Truncated to 255 characters |
last_order_name | shopify_last_order_name |
|
last_order_id | shopify_last_order_id |
|
verified_email | shopify_verified_email |
|
tax_exempt | shopify_tax_exempt |
|
state | shopify_state |
|
default_address |
|
|
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.
FAQs
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.
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.
Why does my Intercom Messenger 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
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).
I'm 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.
Can I customise Intercom Messenger on my Shopify Store?
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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