Turn on Ask for help. It adds a Contact option to the Thank you page and the Order status page. The customer types a message, presses send, and it arrives in your inbox as an email with their address set as the reply-to. You answer from your normal mailbox, the way you always have.
It is not a live chat and not a ticket queue inside Tacey. It sends you one email per message.
Turn it on
In Tacey, open Editing Tools.
Find Ask for help and turn it on.
Click Configure and check the settings below, especially where messages go.
Click Save.
Make sure the Tacey block is placed in Shopify's checkout editor (Thank you page) and customer accounts editor (Order status page).
Every setting
Setting | Default | What it does |
Support email address | Your Customer support email | Where a customer's message is sent. If you leave it empty, messages go to the Customer support email set in Global settings. |
Button text | "Send message" | The button a customer taps to send their message. |
Confirmation message | "Your message has been sent. We usually reply within 1 business day." | Shown only after the message has actually been sent. You can include `{shopName}` for your store's name. |
Also send a copy to | Nobody | Extra staff addresses copied on every message. One address per line. |
Copy the customer on their own message | Off | Sends the customer their own copy, so it sits in their inbox for their records. |
Subject line for your team's notification | "New message about order #1001" | The subject of the email you receive. Use `{orderName}` for the order number. |
The destination, button text and confirmation message also appear in a Contact support section on the Global settings page. Both places edit the same values.
What the customer sees
The customer opens Ask for help, sees How can we help?, types their message (up to 2,000 characters) and presses your button. If they send an empty message they see "Please write a message first."
If the order has no email address on it, the customer is also asked for Your email, so you have somewhere to reply.
After a successful send they see Message sent and your confirmation message. If sending fails, they see "We couldn't send your message right now. You can also email us directly at" followed by your support address. A customer is never shown "sent" for a message that did not go.
When it is available
Ask for help is deliberately the most available tool:
After the edit window closes. Asking you a question is not a change to the order.
While customer editing is switched off in Global settings.
On orders customers cannot edit, including cancelled orders, orders under a blocked tag and order types other tools refuse.
It does not use up one of the customer's allowed changes on the order.
The one thing it needs is somewhere to send the message. If neither the tool's own Support email address nor your Customer support email is set, the tool stays hidden from customers rather than showing a button that goes nowhere, and the tool page tells you it needs setting up.
What you receive
An email containing the customer's message, their name and email, the order number with a link to the order in your Shopify admin, the order total, and the items on the order. Press reply and it goes to the customer. See Where do Ask for help messages go, and how do I reply?.
On the order itself, Tacey records when the last message was sent, in a field called Tacey contact-support last sent under Metafields.
What this does NOT do
It does not create a ticket or inbox inside Tacey. The email is the record.
It does not let customers choose a topic. It is one free-text box.
It does not hold the order or change anything on it.
It is not limited by plan. It works the same on every Tacey plan.
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