FAQs: Shopify transactional journeys

What happens if a customer opts-in to transactional messages but doesn’t provide their phone number?

The customer won't be opted-in to transactional messages, and won't receive a message about their order. While this may cause some customers to not opt-in who otherwise intended to, this will prevent any interruptions to your checkout flow in Shopify.

Do subscribers have to opt-in to marketing messages to receive transactional messages?

Nope! One of the benefits of transactional messages is that they allow subscribers who don't want to still receive SMS alerts from brands they signed up with.

What happens if a customer who opted-in to transactional messages only also opts-in to marketing messages?

The subscriber will receive order updates after they make a purchase, and will receive marketing messages when you schedule a campaign or if the subscriber qualifies for a triggered message. The subscriber will always receive their transactional message, even if they’ve received a marketing message recently.

If a customer opts-in to transactional messages for one order but they don't enter their phone number on their next order, are they still opted in to transactional messages?


What are the differences between regular/marketing subscribers and transactional-only subscribers?

Transactional-only subscribers can only be contacted following an order update that we receive from Shopify. Transactional subscribers also won't appear in segments in Attentive, won't ever be included in a campaign, and won't be eligible to enter any other marketing journey (unless your journey branches between marketing and transactional subscribers).

If a transactional-only subscriber responds to a message about their order, they're sent the same automated response as a marketing subscriber would receive. Transactional-only subscribers may also be contacted directly by the brand using their CX platform integration through Attentive.

Can I use Shopify’s native transactional message alert feature with Attentive transactional messages?

We strongly recommend against using Shopify’s alert feature with Attentive transactional messages. If you don't disable Shopify’s native SMS alert feature, your customers may receive two messages for every transactional event, both increasing your messaging costs and creating a confusing experience for your customers.

Can I send both emails and text messages using Shopify transactional journeys?

Yes! If you’re using Attentive Email and you’ve set up an integration with Shopify, your Shopify transactional journeys can include both email and text message steps. For more information, see Send transactional emails with Attentive.

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