CartOS Messaging lets you communicate with customers directly from your admin. Chat with shoppers in real time, answer questions, and turn conversations into sales—all without switching between apps or missing messages.
How Messaging works
When enabled, a chat widget appears on your storefront. Visitors can click it to start a conversation with you. Messages come into your Messaging inbox in the admin, where you or your team can respond.
Conversations are tied to customer records when possible, so you see their order history, cart contents, and profile information alongside the chat. This context helps you give better, faster answers.
Enabling Messaging
Go to Settings › Messaging to set up chat for your store.
- Toggle Enable Chat Widget on
- Customize the widget appearance (colors, position, welcome message)
- Set your availability hours
- Save changes
The chat widget appears on your store immediately. Test it by visiting your storefront and starting a conversation.
The Messaging inbox
Access your inbox by clicking Messaging in the admin sidebar. You'll see all conversations organized by status:
- Open – Active conversations needing attention
- Pending – Waiting for customer response
- Resolved – Completed conversations
Conversation view
Click any conversation to open it. You'll see:
- The full message history
- Customer information panel (name, email, location)
- Order history (if they've purchased before)
- Current cart contents (if they have items in cart)
- Page they're currently viewing
This context helps you understand what the customer needs and provide relevant answers. If someone asks about sizing while viewing a specific product, you see exactly which product they mean.
Responding to messages
Type your response in the message field and press Enter or click Send. Messages are delivered instantly to the customer's chat window.
You can include:
- Text – Regular messages
- Links – URLs are automatically clickable
- Products – Click the product icon to insert a product card the customer can click to view or buy
- Images – Attach images for visual explanations
- Discount codes – Share codes directly in chat
Chat widget customization
Appearance
Make the chat widget match your brand in Settings › Messaging › Appearance:
- Color – Widget button and header color (use your brand color)
- Position – Bottom right or bottom left of the screen
- Icon – Chat bubble, message icon, or custom image
- Size – Standard or compact
Welcome message
Set the message customers see when they open the chat widget before typing anything. Use this to:
- Greet them warmly
- Set expectations ("We typically reply within a few minutes")
- Suggest common topics ("Ask us about sizing, shipping, or returns")
Pre-chat form
Optionally collect information before the conversation starts. You can require or optionally request:
- Name
- Email address
- Phone number
- Custom question (e.g., "What can we help you with?")
Collecting email is useful for following up if the customer leaves before you respond. However, requiring info adds friction—balance data collection against ease of starting a conversation.
Availability and hours
Setting business hours
Configure when you're available to chat in Settings › Messaging › Availability. Set hours for each day of the week.
During business hours, the widget shows you're online and customers expect quick responses. Outside hours, the widget indicates you're away and messages will be answered later.
Away message
Customize what customers see when you're unavailable:
"Thanks for reaching out! We're currently away but will respond when we're back online. Leave your email and we'll get back to you."
With an away message, customers can still send messages that queue for when you return.
Manual status
Override your scheduled availability with manual status. Click your status indicator to toggle between Online, Away, and Do Not Disturb (hides the widget entirely).
Saved replies
Create canned responses for questions you answer repeatedly. Saved replies let you respond quickly while maintaining quality.
Creating saved replies
- Go to Messaging › Saved Replies
- Click New Reply
- Give it a name (for your reference, like "Shipping times")
- Write the reply content
- Optionally add a shortcut (like
/ship) - Save
Using saved replies
In a conversation, click the saved replies icon or type your shortcut (e.g., /ship). The reply inserts into your message field where you can personalize it before sending.
Good candidates for saved replies:
- Shipping timeframes and policies
- Return instructions
- Sizing guidance
- Product care instructions
- Common troubleshooting steps
- Thank you messages
Team collaboration
Multiple team members
Your whole team can access Messaging based on their staff permissions. Everyone sees the shared inbox and can respond to conversations.
Assigning conversations
Assign conversations to specific team members for accountability. Click Assign in the conversation and select a team member. They'll see the conversation in their "Assigned to me" view.
Internal notes
Add notes to conversations that customers don't see. Use these to leave context for colleagues: "Customer is upset about delayed shipping—handle with care" or "Offered 10% discount, waiting for response."
Click Add Note in the conversation to create an internal note.
Collision detection
Messaging shows when another team member is viewing or typing in the same conversation. This prevents duplicate responses and stepped-on toes.
Notifications
Desktop notifications
Enable browser notifications to get alerted when new messages arrive, even if you're in another tab. Grant notification permissions when prompted.
Mobile notifications
Use the CartOS mobile app to receive push notifications for new messages. Respond from your phone when you're away from your computer.
Email notifications
Optionally receive email alerts for new messages. Configure in Settings › Messaging › Notifications. Useful as a backup if you might miss real-time notifications.
Sound alerts
Play a sound when new messages arrive. Enable or disable in notification settings.
Conversation actions
Creating orders from chat
If a customer wants to buy something you've discussed, create a draft order directly from the conversation. Click Create Order, add the products, and send them a checkout link in the chat.
Sending discount codes
Share discount codes right in the conversation. Click the discount icon, select an existing code or create a one-time code, and send it. The customer can click to apply it automatically.
Linking to products
Share products as rich cards in the chat. Click the product icon, search for the product, and insert it. The customer sees the product image, name, and price with a link to view or buy.
Viewing customer profile
Click the customer's name to open their full profile in a new tab. View their complete order history, edit their information, or add notes.
Chat triggers and automation
Proactive messages
Don't wait for customers to start conversations—reach out first with triggered messages:
- Time on page – "Need help finding something?" after 30 seconds on a collection page
- Cart abandonment – "Have questions about your cart?" when someone has items but hasn't checked out
- Exit intent – Message when cursor moves toward closing the tab
- Specific pages – Different messages on different pages
Configure triggers in Settings › Messaging › Triggers. Use them thoughtfully—too aggressive and they annoy visitors.
Quick replies
Show clickable buttons in your welcome message for common questions. Customers tap a button instead of typing, and you can route their inquiry appropriately.
Example quick replies: "Shipping info," "Return policy," "Talk to a human"
Automated responses
Set up automatic replies for common questions using keywords. If a message contains "shipping" and "time," auto-respond with shipping information. The customer gets an instant answer; you handle only what needs human attention.
Configure in Settings › Messaging › Automation. Keep automations helpful, not robotic—and always make it easy to reach a real person.
Connected channels
Manage messages from multiple channels in one inbox:
Forward your support email to Messaging and respond to emails alongside chats. Replies send as email from your address.
Connect your Instagram business account to receive and respond to Instagram DMs in your CartOS inbox. Requires Facebook Business integration.
Facebook Messenger
Connect your Facebook Page to handle Messenger conversations from your CartOS inbox.
SMS (with Automation Bolt)
If you've set up SMS through the Automation Bolt, text message conversations can appear in Messaging for unified communication.
Connect channels in Settings › Messaging › Channels.
Analytics
Track your messaging performance in Messaging › Analytics:
- Conversations – Total conversations started
- Response time – Average time to first response
- Resolution time – Average time to resolve conversations
- Satisfaction – Customer ratings (if enabled)
- Conversations by channel – Breakdown of chat, email, social
- Busiest times – When you get the most messages
- Team performance – Metrics per team member
Use these insights to staff appropriately, improve response times, and identify training opportunities.
Customer satisfaction
Satisfaction surveys
After resolving a conversation, optionally ask customers to rate their experience. Enable this in Settings › Messaging › Satisfaction.
Customers see a simple rating prompt (thumbs up/down or star rating). Results appear in your analytics and on individual conversations.
Following up
For negative ratings, you'll see a flag on the conversation. Review what went wrong and consider following up to make it right.
Privacy and data
Conversation history
Conversations are stored indefinitely by default. You can configure retention periods in settings if you need conversations deleted after a certain time.
Customer data
Messages and customer information collected through chat are subject to your privacy policy. Make sure your policy covers chat interactions.
GDPR and data requests
If a customer requests their data or deletion, conversation transcripts are included. Export or delete customer data from their profile.
Best practices
Respond quickly
Fast responses lead to higher satisfaction and more sales. Aim to reply within a few minutes during business hours. If you can't, set realistic expectations with your away message.
Be personal
Use the customer's name. Reference their specific situation. Sound like a human, not a robot. Chat is an opportunity to build relationships.
Know when to switch channels
Complex issues might be better handled by email or phone. Don't force everything through chat—offer to follow up via email or schedule a call when appropriate.
Use context wisely
You can see what customers are browsing and what's in their cart. Use this to give relevant help, but don't be creepy about it. "I see you're looking at our blue widgets—any questions about those?" is helpful. Reciting their entire browsing history is weird.
Close the loop
After helping, ask if there's anything else. Make sure the customer is satisfied before closing the conversation. A simple "Did that answer your question?" goes a long way.