Shopney’s built-in chat allows you to communicate directly with your mobile app users in real time. It’s an integrated messaging tool that works inside your app, giving customers a way to reach you instantly while they browse or shop.
This means your customers can ask product questions, get support, or confirm order details without ever leaving the app. All conversations are stored and managed from your Shopney Dashboard so that you can track every interaction easily.
Providing instant and personalized responses builds trust and improves customer satisfaction. It also helps you:
Increase conversions by assisting customers during their purchase journey.
Retain customers through better post-purchase communication.
Save time by handling all app messages in one central location.
Let’s go over the steps on how to use the In-App chat feature.
Where Customers Access the Chat
Your customers can start a conversation anytime by tapping the chat icon on the app’s header. Once opened, they can send messages, ask about products, or inquire about their orders in real time.
💡Tip
You can also add the chat to your navigation menu to make it even easier for customers to find and contact you. |
How the Chat Function Works
1- Enabling The In-App Chat
On your Shopney Dashboard, enter the Chat Tab (1). At the top-right corner, select Settings (2), then toggle the Enable Chat Feature switch on (3). Once you click Save (4), the chat icon will automatically appear on your app’s header, allowing your customers to message you directly anytime.
💡Tip
To better match your store’s design and style, you can customize the chat icon that appears on your app’s header from the Branding section |
2 - Managing Conversations
As you get the messages from users, you will see them getting listed in 4 categories (All, New, Open, and Closed) as shown below.
📌 Important Note
You cannot start a conversation with your customers. Only customers can start the conversations through the app, and you can respond.
To respond to messages, select the conversation you want to answer on the left-hand side list. And the related conversation opens on the right-hand side, as shown below.
Then you can easily type your message and then click the send button.
To close a conversation, simply click on the End Conversation Link at the top right corner.
All customer conversations are automatically stored in your dashboard. You can review previous messages anytime, follow up on unresolved inquiries, and monitor your team’s response history for better support management.
💡Tip
Before publishing your app, you can test the In-App Chat functionality with the Shopney Preview App. |
3- Disabling the In-App Chat
To deactivate the chat function for your app, simply toggle off the Enable Chat Feature located on the top right corner of your Shopney dashboard, Chat section. Once you click Save, the chat icon will no longer appear in your app’s header.
The built-in chat feature is one of the simplest yet most powerful ways to stay connected with your customers. By enabling it, you can provide faster support, boost engagement, and improve conversions — all without needing any external tools.
💡Tip
Responding to customer inquiries quickly can make a big difference in conversion and satisfaction rates. |
Need Help?
If you encounter any issues, our support team is here to assist you:
Contact our support team via live chat in your Shopney dashboard.
Visit our Help Center.
Visit our YouTube Channel for tutorial videos.