Custom launch messages
Custom launch messages are your first opportunity to engage customers. This guide covers the real launch-message system: where it's configured, how it's scoped per page type, and the merge-tag syntax it supports.
How Launch Messages Work
By default, the chat opens with a generic greeting. You can replace it with your own message and up to 6 quick-action buttons at three levels:
- Global — the default launch message for every page on the store
- Collection pages — a separate message shown only on collection pages
- Product pages — a separate message shown only on product pages
Each of these is configured in the ShopGuide admin app's Settings page, and each supports a different message per storefront language.
A fourth option lives in the theme editor: any individual "ShopGuide Chat" block can enable "Use custom launch message" in its block settings to override all of the above for that specific page, with its own richtext message and up to 6 buttons.
Priority order when a page loads: block-level override → product-page message (on product pages) → collection-page message (on collection pages) → global message → the built-in default greeting.
Automatic AI-Generated Messages
If you don't enable a custom launch message, the widget still has one automatic, dynamic behavior: Auto-Scroll. After a configurable idle delay (default 120 seconds) with no interaction, the page scrolls to the chat bubble and opens it with a short, AI-generated, context-aware check-in — mentioning the current product by name on product pages, or a general "still browsing?" nudge elsewhere. It never fires if the customer has already interacted with the page or the chat. It can be scoped to product pages only (default) or enabled on every page type. There is no exit-intent, scroll-depth, or cart-abandonment trigger — idle time on the page is the only signal.
Merge Tags
Both the block-level launch message and its buttons support merge tags. Type these literally into the text field — they are resolved at render time:
| Merge Tag | Resolves To |
|---|---|
[[product.title]] | Current product's title (product pages) |
[[product.vendor]] | Current product's vendor |
[[product.type]] | Current product's type |
[[collection.title]] | Current collection's title (collection pages only) |
[[page.title]] | The page's title (product name, collection name, or shop name depending on template) |
[[shop.name]] | Your store name |
Example:
Interested in [[product.title]]? I can help with sizing, shipping, and more.
There is no {customer_name} or other curly-brace variable — Shopify's own dynamic-source connector doesn't persist reliably in app-block settings, which is why these merge tags use a literal double-bracket syntax instead.
Setting Up Custom Messages
Global, collection, or product-page messages
- Open the ShopGuide app → Settings
- Find the custom launch message section for the scope you want (global / collection / product)
- Enable it and write your message plus up to 6 buttons
- If your store has multiple languages, add a message per language — the widget resolves the customer's locale automatically
Page-specific override
- Open the page in the Shopify theme editor
- Select the "ShopGuide Chat" block
- Enable "Use custom launch message"
- Write your richtext message and up to 6 buttons (merge tags supported)
Writing Effective Messages
- Keep the opening message short and scannable — a sentence or two plus buttons, not a paragraph
- Lead with how you can help, not with a sales pitch
- Use buttons for the 2–4 questions customers actually ask most on that page type
- Match your brand voice, but keep the tone conversational — this is a chat, not a banner ad
Next Steps
Great launch messages are the foundation of successful customer conversations. Invest time in crafting messages that truly resonate with your customers' needs and motivations.