Messaging: chat, templates and automatic reminders

Messaging controls how you communicate with customers after they interact with your store. It does not send a marketing campaign by itself.

Find the right control

• Quote & Order Chat at the top enables conversations on saved quotes and orders. It is off by default. Turn it on, wait for the save confirmation, then open a quote or order to use its chat control.
• Email Templates changes the wording of specific customer emails. Choose a category, open a template, edit, save and preview it. The template's description tells you which action uses it.
• SMS Templates changes customer text-message bodies and your SMS display name. The tab is shown only when SMS is available for your store. SMS also needs to be enabled and funded before texts can be sent.
• Reminders controls automatic payment-due and upcoming subscription-order messages, plus back-in-stock and unfinished-checkout alerts when those features are available.

What saves and what sends

Email and SMS template edits need Save Custom Template or Save Changes. Reminder day selections and enabled switches save automatically after a short delay; wait for the success message before leaving. Customer-alert switches and the chat switch save when changed.

Editing a template changes future messages using that template; it does not resend an old email, enable a notification type, or notify every customer. Preview uses sample data and is not a delivery test to the customer.

Use Actions → Notify Customer on a saved quote/order for a specific update. Use Customers → Blasts for an email or SMS campaign. Your own email/push preferences are on Account, SMS notification types and spending limits on SMS, and From/Reply-to addresses under Account → Email sending domain.

Read the linked guides below for the individual workflows and troubleshooting.