How to Send SMS from Shopify: A Step-by-Step Guide
- Karthik Manjunath
- Sep 9
- 7 min read
Updated: Sep 10
SMS has become an essential channel for Shopify stores because it’s conversational by nature. Unlike email or ads, text messaging creates a direct line to your customer’s phone — a space where they’re already used to chatting with friends, family, and colleagues.
This conversational aspect means customers often reply to texts, whether to confirm a delivery time, ask about a product, or use a discount code. It shifts communication from one-way broadcasting to two-way engagement.
Some reasons SMS stands out for e-commerce:
High visibility → Texts are typically opened within minutes.
Personal connection → Messages feel more direct and human.
Real-time interaction → Customers can ask questions or confirm details instantly.
Better engagement → Two-way conversations build trust and often lead to faster conversions.
For Shopify merchants, this makes SMS not just a marketing tool, but a way to provide service, support, and timely nudges that improve the overall shopping experience.
The Role of SMS in Customer Engagement
For e-commerce brands, customer engagement is no longer just about sending updates via SMS; it’s about building trusted conversations with customers. SMS plays a unique role here because it combines immediacy with interactivity with customers.
Direct access → Unlike social media or email, SMS lands in a customer’s personal inbox, making it almost impossible to miss.
Two-way communication → Customers can reply in real time, turning a promotional message into a dialogue. For example, a customer might respond to confirm their order, ask a question, return an order, change the colour, or request support.
Timely notifications → SMS is ideal for transactional messages such as order confirmations, shipping alerts, and delivery notifications, which help customers feel informed and in control.
Personalization → Short, tailored texts like reminding someone about the exact item left in their cart create a sense of relevance and connection, helping stores recover abandoned carts and increase revenues.
Trust-building → Because texts are conversational, they often feel more human than other digital marketing channels, which helps strengthen customer relationships over time.
In short, SMS isn’t just a broadcast tool. It’s a conversational channel that bridges marketing, support, and service — making customer interactions more immediate, personal, and engaging, in turn helping you build trust with your customers.
Step 1: Choose an SMS App from the Shopify App Store
Shopify doesn’t have a native SMS integration by itself, so you’ll need an app. Options include tools built specifically for SMS marketing as well as broader customer communication platforms. Browse the Shopify App Store and select one that fits your needs and budget.
Step 2: Set Up an SMS Number
Most apps will prompt you to connect a number. This might mean:
Purchasing a new SMS-enabled number from the app that you have installed, or
Connecting one you already have.
This number is what your customers will see when they receive your texts and responds back to it.
Step 3: Collect Customer Opt-Ins
Before sending any SMS, you must have clear permission from your customers. Unlike email, SMS is highly regulated, and sending texts without consent can damage trust and even result in penalties.
In Shopify, there are a few ways to gather opt-ins:
Checkout opt-in → Shopify allows you to add a checkbox at checkout for “I agree to receive marketing text messages.” This is the most common method, since it captures consent from people already interested in your products.
Pop-ups and sign-up forms → You can add a dedicated SMS sign-up form or use a pop-up that offers an incentive, such as a discount code or early access to new products, in exchange for a phone number.
Landing pages → Some merchants create a separate landing page where customers can join an “SMS club” for special offers or updates.
Importing existing subscribers → If you already have phone numbers on file, you can import them only if you’ve previously collected SMS consent. Numbers collected for calls or shipping updates cannot be automatically used for marketing messages.
Compliance and Best Practices
Transparency → Always make it clear what customers are signing up for (e.g., “Get promotional texts and updates”).
Easy opt-out → Every SMS you send should include instructions to unsubscribe, usually by replying “STOP.”
Respect frequency → Let customers know roughly how often you’ll text them (e.g., “2–4 messages per month”).
Regulations to follow → In the U.S., this means TCPA and CTIA guidelines; in the EU, GDPR; in other regions, check local laws.
By collecting opt-ins the right way, you build a subscriber list that’s both compliant and genuinely interested in hearing from you — which usually leads to better engagement and fewer unsubscribes.
Step 4: Automate Key SMS Workflows
One of the biggest advantages of connecting SMS to your Shopify store is automation. Instead of sending every text manually, you can set up workflows that trigger messages at the right time based on customer actions. This makes SMS both scalable and relevant, since messages arrive exactly when customers expect them.
Here are some of the most common workflows Shopify merchants use:
1. Abandoned Cart Reminders
Trigger: A customer adds items to their cart but doesn’t complete checkout.
Why it matters: Cart abandonment is one of the biggest challenges in ecommerce, and SMS reminders often have higher recovery rates than email.
“Hi {{first_name}}, you left something behind! Complete your order now and enjoy free shipping: [link]”
2. Order Confirmations and Updates
Trigger: A customer places an order or their order status changes.
Why it matters: Customers appreciate real-time updates about their purchases, and SMS is faster and more visible than email.
“Thanks for your order, {{first_name}}! We’ll notify you once your package is on the way.”
3. Shipping and Delivery Notifications
Trigger: An order has shipped or been delivered.
Why it matters: These updates reduce support inquiries like “Where’s my order?” and help customers feel reassured.
“Good news! Your package has shipped. Track it here: [tracking_link]”
4. Cash on Delivery (COD) Verification
Trigger: A customer chooses cash on delivery at checkout.
Why it matters: A quick confirmation helps reduce failed deliveries and extra costs.
“Please reply YES to confirm your COD order. We’ll prepare it for delivery.”
5. Post-Purchase Follow-Ups
Trigger: A few days after delivery.
Why it matters: A simple thank-you message or review request can improve retention and collect feedback.
“Hope you’re loving your order, {{first_name}}! We’d love to hear your feedback: [review_link]”
6. Promotional Campaigns
Trigger: A specific date, holiday, or event.
Why it matters: SMS is a great way to announce sales, product launches, or restocks to subscribers who’ve opted in.
“Our summer sale starts now! 20% off sitewide, today only: [link]”
Best Practices for Automation
Timing → Space out reminders (e.g., 30 minutes, 6 hours, 24 hours) to avoid overwhelming customers.
Personalization → Use customer names or product details when possible.
Relevance → Automations should feel helpful, not intrusive.
Testing → Monitor performance and adjust message timing or wording for better results.
By setting up these automated workflows, Shopify merchants can keep customers engaged throughout the purchasing journey without needing to manually manage every message.
Step 5: Create and Send an SMS Marketing Campaign from Shopify
Beyond automated workflows, SMS can also be used for one-off campaigns. A short and snappy SMS is a great way to promote one-off flash sales or major promotions. Because you’re communicating with voluntary subscribers, there’s a good chance that most recipients will be responsive.
Here’s how to set up a campaign from your Shopify SMS app:
1. Choose Your Campaign Goal
Decide the purpose of your campaign before writing the message. Some common goals include:
Announcing seasonal sales or limited-time discounts.
Launching new products or collections.
Promoting restocks of popular items.
Sharing brand updates or events.
2. Select Your Target Audience
Most SMS tools connected to Shopify let you send to:
All subscribers – great for major promotions like Black Friday.
Segments – targeted groups based on behavior (e.g., repeat buyers, VIPs, or customers who haven’t purchased in 90 days).
Custom lists – manually uploaded or created for specific needs.
Segmentation ensures your campaigns feel relevant and avoid over-messaging certain customers.
3. Write a Clear and Concise Message
SMS has a 160-character limit per segment, so your copy needs to be short and to the point. Focus on clarity, urgency, and a strong call-to-action.Examples:
“Hi {{first_name}}, your cart is waiting! Complete your order here: [link]”
“Flash Sale! 24 hours only — get 15% off sitewide. Shop now: [link]”
“Your favorite item is back in stock 🎉 Grab it before it’s gone: [link]”
Tips for writing effective campaign messages:
Use personalization tokens (like first name) when possible.
Keep it friendly and conversational.
Include a direct link so customers can act quickly.
4. Schedule or Send Immediately
Most SMS apps offer flexible sending options:
Send Now → Best for time-sensitive updates like flash sales.
Schedule for Later → Ideal for planned promotions (e.g., holiday campaigns).
Time Zone Optimization → Some apps let you deliver messages at the right time in each customer’s local time zone.
5. Monitor Results
After sending, review performance metrics such as:
Delivery rate → Did the messages reach subscribers?
Click-through rate (CTR) → How many customers clicked the link?
Conversions → How many sales resulted from the campaign?
Tracking these results helps you refine future campaigns for better performance.
Step 6: Manage Replies
Unlike email, SMS is an interactive and two-way channel. Customers often reply directly to texts — whether it’s to ask a question, confirm an order, or respond to a promotion. Handling these replies effectively is key to building trust and improving the customer experience.
Most SMS tools provide an inbox where you can:
View incoming replies in real time.
Respond personally to customer questions.
Assign conversations to your support or sales team if you have multiple users.
This allows SMS to serve not just as a marketing tool, but also as a customer support channel. For example, if a customer asks about sizing or shipping after receiving a promotional text, you can respond immediately without forcing them to switch to email or phone.
On Shopify, not all SMS apps allow two-way conversations integrated with AI. Mercuri is one of the few apps that lets you manage replies directly inside Shopify, making it easier to handle both marketing campaigns and customer service from one place.
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