Find and message your contacts
The Contacts page is your directory of everyone who has chatted with you or shared their details. From here you can search your contacts and start a conversation with anyone, even someone who hasn't messaged you yet.
Who shows up here
A contact appears on the Contacts page once they have either sent you a message or shared their details (like their name or email). The list is sorted by most recently active, so the people you've heard from lately are at the top.
Find a contact
- Open the Contacts page from the left menu.
- Type in the search box to find someone by name, email, or website.
- Use the filter buttons to narrow the list:
- All shows everyone.
- Customers shows contacts linked to a Shopify customer.
- Leads shows contacts who shared their details but aren't customers yet.
Start or continue a conversation
Click any contact to jump straight into their conversation in the inbox.
If that person has never messaged you, a new conversation is created on the spot, so you can reach out first. Your message is sent the same way as any inbox reply, so the shopper sees it in the chat widget (and by email, if that's set up).
This is handy for proactive outreach: following up on an abandoned question, checking in with a lead, or thanking a recent customer.
Once you're in the thread, everything works the same as any other conversation. See Manage conversations in the inbox for replies, notes, and tags.
Add your own details to a contact
You can store custom fields on each contact, like a preferred size or a follow-up date. See Store custom data on contacts.
Still stuck? Message us from the chat widget and we'll help.