SMS customer support automation for Shopify merchants
Connect a dedicated SMS number so IllumiChat can answer order and product questions by text — no app required for your customers.
What the SMS integration does
SMS reaches customers who never install a messaging app or check email regularly. The SMS integration gives your store a dedicated text number connected to IllumiChat, so customers can text a question and get an answer grounded in real Shopify data.
It’s especially useful for shipping and delivery updates, quick order lookups, and short product questions where a customer wants a fast answer without opening an app.
Example conversation
Customer (text): "did my package ship"
IllumiChat: "Yes! Your order shipped this morning via UPS and should arrive by Thursday. Track it here: [link]"
What IllumiChat can do over SMS
Order lookups
Answer "where is my order" questions instantly by text using live tracking data.
Quick product questions
Answer short availability and pricing questions from your live catalog.
Cart recovery texts
Follow up with opted-in customers about an abandoned cart.
Human handoff
Loop in your support team by text when a request needs a person.
Setup steps
Get an SMS number
Provision a dedicated SMS number for your store, or connect an existing one where supported.
Set opt-in and compliance rules
Configure consent and opt-out handling in line with SMS marketing and messaging regulations.
Start texting customers
Incoming texts route to IllumiChat immediately alongside your other connected channels.
Permissions, security, and limitations
IllumiChat only sends SMS to customers who have opted in or messaged first, and honors STOP/unsubscribe requests immediately, in line with SMS compliance requirements in your region.
SMS is a text-only channel — rich content like product images is sent as links rather than inline previews, since not all carriers support MMS reliably.
SMS integration FAQ
Meet customers with a quick text
Give your store a dedicated support number and answer order and product questions by SMS.