Customer Emails Sent to Shopify Inbox: How to Optimize Communication

Customer Emails Sent to Shopify Inbox


As an eCommerce business owner, it is critical to have all customer communications well-organized and centralized. Missing a customer's email can lead to unhappy customers and potentially lost sales. If you're finding that customer emails are being sent to your personal email rather than your Shopify Inbox, you're not alone. This problem can indeed be frustrating but can be easily fixed. In this blog post, we will explore the reasons behind this issue and provide a detailed guide on how to change customer emails to Shopify Inbox.

Reasons and Causes of the Problem

Understanding why your customer emails are not directly reaching your Shopify Inbox is the first step in resolving this issue. Here are some possible reasons:

  1. Default Email Settings: Many merchants use their personal or default email settings, which means customer inquiries are directed to a personal or business email account rather than the Shopify Inbox.

  2. Email Forwarding is Not Set Up: Another common issue is that email forwarding is not configured to send all customer inquiries to the Shopify Inbox.

  3. Incorrect Email Address: If the email address listed on the Shopify store does not match the one configured for Shopify Inbox, emails may not be routed correctly.

  4. Shopify App Integration: Some Shopify apps that handle email communications may have their own email settings, separate from Shopify Inbox.

How to Change Customer Emails to Shopify Inbox: A Detailed Guide

Step 1: Verify Your Contact Email Address

  1. Log in to Your Shopify Admin Panel

  2. Navigate to Settings: In the Admin toolbar on the left, click on Settings.

  3. Check Store Details: Under General, make sure that the Customer Email field is filled out with the email address you want to use for your customer inquiries.

  4. Update If Necessary: If the email address is incorrect, click and update it to the correct email address that you want to forward your customer emails to.

Step 2: Set Up Shopify Inbox

  1. Install Shopify Inbox: If you haven't already, go to the Shopify App Store and install the Shopify Inbox app.

  2. Open Shopify Inbox: Once installed, open the Shopify Inbox app from your Admin panel.

  3. Configure Email Forwarding: Go to Settings > Manage Email Accounts and add the email address you previously verified.

  4. Enable Notification Settings: Make sure that notifications are enabled for new messages, so you never miss another customer inquiry.

Step 3: Set Up Email Forwarding (If Necessary)

If your email inbox is still not syncing with Shopify Inbox, you may need to use additional email forwarding settings.

  1. Go to Your Email Provider: Log into your email provider (e.g., Gmail, Outlook).

  2. Open Forwarding Settings: Navigate to forwarding settings, often found under Settings or Preferences.

  3. Add Forwarding Email: Add the email address specific to your Shopify Inbox forwarding address.

  4. Verify: Follow the verification process to confirm forwarding of emails to Shopify Inbox.

Step 4: Confirm Email Visibility

  1. Check Shopify Inbox: Send a test email to the customer email address listed on your store to ensure it is being forwarded to Shopify Inbox successfully.

  2. Monitor and Test: Keep an eye on the inbox to make sure all customer inquiries are coming through correctly.

Step 5: Integrate Customer Communication Apps (Optional)

Some authoritative Shopify apps like Klaviyo or Tidio might require additional attention for syncing with Shopify Inbox.

  1. Open Integration Settings: Navigate to the settings of your communication app.

  2. Check Email Settings: Verify if the email being used in the app matches the one in Shopify settings.

  3. Update and Sync: If there are discrepancies, make corrections and resync your settings.

By following these steps, you should be able to centralize all customer emails into your Shopify Inbox successfully.

Frequently Asked Questions (FAQs)

Q1: Can I filter spam email using Shopify Inbox?

A1: Yes, Shopify Inbox does have a basic spam filter, and you can also manually mark unwanted emails as spam to improve the filter’s accuracy. However, for advanced filtering, using additional email tools might be necessary.

Q2: What if I continue to miss customer emails?

A2: Ensure that notifications are enabled for your Shopify Inbox app. Also, double-check your email forwarding settings and make sure there are no conflicts between different email clients or services.

Q3: How do I access Shopify Inbox on my mobile?

A3: You can download the Shopify Inbox app from the App Store (iOS) or Google Play Store (Android). Log in with your Shopify credentials, and you can manage your customer messages on the go.

Q4: Are there additional benefits to using Shopify Inbox for customer communication?

A4: Yes, it allows for streamlined communication, improved response times, and centralized management of all customer inquiries. Additionally, it integrates with various marketing tools and can provide insights to help improve customer service.


Organizing customer communication is vital to the success of any eCommerce business. By ensuring that all customer emails are routed to Shopify Inbox, you can keep track of inquiries, reduce response times and maintain customer satisfaction. Follow the comprehensive steps provided in this guide, and you'll have a well-organized and efficient system for managing all your customer communications.

Remember, consistency and proper configuration are key. Don't hesitate to revisit your settings periodically to make sure everything runs smoothly.