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Send Shopify products and manage orders in Inbox

With a connected Shopify store, agents can send products, find orders, update eligible shipping addresses, and send package tracking information from an Inbox conversation.

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Before you begin

Connect and authorize your Shopify store in Integrations > Shopify. These features appear when the store is connected and authorization is valid. Product messages and package-tracking messages use the existing WhatsApp conversation. You can send them only while the conversation is within the 24-hour customer service window and the conversation has a bound WhatsApp number.

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Send a Shopify product

1. In the message composer, click Send Shopify product.

2. Search by the product title, then select one product. The list shows the product image, title, and price in the store’s currency.

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Send immediately

Select the product and click Send at the bottom to send it immediately.

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Preview and edit before sending

Click the arrow on the product row to open a preview. Edit Message content, review the message, and then click Send. The sent message contains the product image and its caption. The default caption includes the product name, price, and product link when a link is available. Edit the message to add a recommendation before sending. Keep the caption to 1,024 characters or fewer. If it exceeds the limit, shorten it before sending; Inbox does not split one product message into multiple messages. A product without an available image can be previewed, but cannot be sent.

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Find and review Shopify orders

Open Shopify orders in the contact details panel of an Inbox conversation. When the WhatsApp contact’s phone number matches the phone number on a Shopify customer, sync the contact before looking for that customer’s orders. Inbox then shows the Shopify orders associated with that customer. To find a different order, use Search all orders by order name or email. Enter the order name or the email used to contact the customer for the order. Clear the search to return to that customer’s orders. Select an order to open its details. You can review the ordered products, total, customer details, shipping address, and package information. Amounts are displayed in the original order currency.

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Update a shipping address

In an order’s shipping-address section, select Edit address when it is available. This option requires an existing shipping address and no fulfillment entries. Inbox does not add an address to an order that has none. Edit the address, then review the Current address and New address on the confirmation screen. Changed values are identified before you save. Select Back to adjust your edits, Cancel to discard them, or Save changes to submit the new address.

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Send package tracking information

In Fulfilment info, each package is based on an actual tracking entry. Click Send WhatsApp for the package you want to share. The message includes the order name and any available carrier, tracking number, and tracking URL. Packages without tracking information cannot be sent. After you click Send WhatsApp, Inbox confirms that the message was sent successfully. WhatsApp delivery and read status continue to appear through the normal message status updates.

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Frequently Asked Questions

Why can't I find a product I know exists in Shopify?

Inbox searches Shopify product titles. Shopify’s title-search behavior may not return every partial phrase, and product descriptions are not searched. Try a more specific word from the product title.

Why is Send unavailable for a product?

The product needs an available image to be sent as a product image message. You also need an active WhatsApp conversation within the 24-hour customer service window and a bound WhatsApp number.

Why don't I see any customer orders?

Sync the contact when the current WhatsApp phone number matches the phone number on the Shopify customer. If no associated orders appear, search the store by order name or order contact email.

Why can't I edit an order's shipping address?

Inbox shows Edit address only when the order already has a shipping address and has no fulfillment entries. You can still review the address and package information in the order details.