What Is the Right Omnichannel Inbox for a Shopify Store?
Choose an inbox that also does the work, not only one that collects the messages. AeroChat puts WhatsApp, Instagram, Messenger, Telegram, email, web chat and marketplace chat in one inbox for your Shopify store. It reads your Shopify orders, products and shipping rules, and finishes the routine requests itself: order status, address changes, cancellations, payment in chat and return requests. Your team works the conversations it hands over.
What Shopify stores ask for
Shopify merchants describe the same need. Customers write on email, on the store chat, on Instagram and on WhatsApp. Each reply means opening the order in the Shopify admin first. A single inbox saves the switching, but the store owner still answers every message, and the inbox fills up as orders grow. See when Shopify Inbox is not enough and Shopify Inbox or a helpdesk.
The usual options and their limits
- Shopify Inbox. Shopify’s own chat app. Check Shopify’s help center for the channels and features it supports today before you decide.
- A helpdesk. Tickets from many channels in one queue, with the order shown beside each ticket. Your team still answers each one, and pricing often grows with ticket volume. See Shopify customer service apps compared.
- A shared inbox app. It collects the chats. It doesn’t check orders or take payment.
How AeroChat handles it
Install AeroChat from the Shopify App Store and connect your channels. AeroChat syncs your products, pages and shipping rules and looks up orders after verifying the customer. Changes such as cancellations, refunds and address updates run through Shopify’s Admin API in the workflows you describe. Every conversation, finished or handed over, is in one inbox with assignment, tags, notes and search.
Customer (email): Hello, I ordered the wrong color. Can I swap it before it ships? Order #4471 (example)
AeroChat: Hi, I’ve found order #4471 under this email address. It hasn’t shipped yet. You ordered the Sand tote. The Olive one is in stock at the same price. Shall I change it to Olive?
Customer: Yes, please.
AeroChat: Done. Order #4471 is now 1 x Olive tote. Everything else stays the same.
In Shopify: the order was edited to the new variant. The same workflow answers on WhatsApp, Instagram and the store chat.
Copy this into AeroChat
For every channel connected to our Shopify store, verify the order number and the email or phone before you look up or change an order.
- Order status: give the fulfillment status and tracking link.
- Change of variant or address: only if the order is unfulfilled and the new variant is in stock at the same price. Confirm the change before you make it.
- Cancel: only if unfulfilled. Confirm the items and total, cancel, restock and refund to the original payment method.
- Return: check our 30-day return window (example) and open a return request with the reason.
Hand anything else to our team with a short summary. Reply in the customer’s language.
What to connect
- Shopify. Built in. Install from the Shopify App Store.
- Channels. WhatsApp, Instagram, Messenger, Telegram, Gmail or Office 365, web chat, and TikTok Shop, Shopee or Lazada if you sell there too.
- Apps you already use. Tracking, returns, reviews and loyalty apps with a public API connect the same way, for example AfterShip or Loop Returns.
Related: one inbox for WhatsApp, Instagram and Messenger and inboxes for online sellers compared.
Questions
Is AeroChat built for Shopify?
Yes. AeroChat is Built for Shopify, with product sync, order lookup, shipping rates, discounts and recommendations.
Will it change orders without asking me?
Only the changes you allow in your recipe, under the conditions you set. Everything else goes to your team.
Is my team charged per ticket?
No. Plans include unlimited admin users, and your team’s replies are not charged per ticket. See pricing.
Can I keep my existing helpdesk?
Yes. If you use Zendesk or Freshdesk, AeroChat can open and update tickets there through its API.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
Give your Shopify inbox something to do
Connect your Shopify store and one channel, paste the recipe and test it on a recent order.
Start your 7-day free trial. No credit card needed.
On Shopify? Install AeroChat from the Shopify App Store.