How to disable the order update prompt in Shopify chat (and why you should automate it instead)

If you’re running a Shopify store, you know the grind. You’re in the weeds, packing orders, checking inventory, and doing everything you can to make your customers happy. But the support tickets… they just don’t stop. It often feels like you’re a stuck record, answering the same questions day in and day out, especially the all-too-familiar, "Where is my order?"

Many store owners look to Shopify’s built-in chat for a lifeline, but quickly find that its default prompts can create more headaches than they solve. That generic order update button seems helpful at first, but it can quickly become a source of noise.

You probably landed here because you're looking for a way to just turn that prompt off. And don't worry, we'll show you exactly how to do that. But stick with me, because disabling a prompt is like putting a small bandage on a much bigger problem. The real opportunity here is to take back control of your customer service with smart automation that can actually keep up with your business as it grows.

What you need before you start

Before we jump into the settings, let’s quickly talk about what you’ll need. This isn't just about clicking a few buttons; it's about shifting your mindset from reactive to proactive support.

• Admin access to your Shopify store: This one's a given. You'll need to be able to log in and navigate to the chat settings.

• A clear picture of your support workload: Take a moment to think about it. How many times a day do you answer questions about shipping? Or returns? Knowing your most common, repetitive questions is the first step toward automating them.

• A desire to scale without burning out: You’re here because you want to grow. The goal isn’t just a quick fix; it’s about building a support system that lets you handle more orders without having to hire an army of support agents.

How to disable the order update prompt in Shopify chat

Alright, let's get into it. We'll start with the simple fix you came for and then explore a more robust, long-term solution.

Step 1: Find the Shopify Inbox settings

First things first, let's locate the tool we're talking about. Shopify’s own chat tool is called Shopify Inbox. It’s free and built right into your store, allowing you to have real-time conversations with visitors. A core part of Inbox is a feature called "Instant Answers," which are basically pre-programmed responses to common questions.

By default, Shopify sets you up with an "Instant Answer" for "Track my order." When a customer clicks this, the system automatically pulls and displays their order status. It sounds great on paper, but in reality, it's pretty limited. It can’t handle trickier questions about shipping delays, split shipments, or what to do if an address is wrong. This often leads to a frustrated customer and, you guessed it, a manual follow-up from your team anyway.

Step 2: Disable the 'Track my order' prompt

If that default "Track my order" prompt is creating more confusion than clarity, getting rid of it is easy. Disabling it will remove the button from the options customers see when they first open the chat window.

Here’s the play-by-play:

1. Log into your Shopify admin panel. On the left-hand menu, find Sales channels and click on Inbox.

2. Once you're in the Inbox view, look for Chat settings and click it.

3. Scroll down until you see the Instant answers section. You should see the default "Track my order" answer listed there.

4. To simply hide it from customers, you can click the Turn off button. Easy.

5. If you want it gone for good, click on the instant answer itself, which will open its settings. From there, you can click Delete instant answer.

6. Hit Save, and you're done.

That’s it. The button is now gone from your storefront chat.

A screenshot showing the 'Instant Answers' customization settings in the Shopify admin panel, which is relevant to the topic to disable order update prompt in Shopify chat.

Step 3: Why disabling the prompt isn't enough

Okay, so you’ve disabled the prompt. A small victory, for sure. But the underlying issue hasn't gone away. Your team is still dedicating a huge chunk of its time to repetitive, manual support tasks.

The limitations of a basic tool like Shopify Inbox become glaringly obvious as your store grows. Imagine you go from 50 orders a day to 400 during Black Friday. That little chat box becomes a floodgate. Here’s why it can't keep up:

• It’s not actually intelligent: The system can only serve up pre-written answers based on simple triggers. It doesn't understand context, it can't ask clarifying questions, and it has no access to information beyond basic order details.

• Your knowledge is locked away: Your team's real expertise isn't in a handful of canned responses. It’s in past support tickets, internal documents, and other tools you use. Shopify Inbox can't tap into any of that, so your most valuable information remains unused.

• Everything gets escalated: Any question that doesn't perfectly match one of your "Instant Answers" automatically becomes a manual ticket. This creates the exact same support bottleneck you were trying to escape in the first place.

Simply turning off a feature is a temporary fix. It doesn't tackle the core challenge of building a support system that can handle growth efficiently.

An illustration of the workflow differences between traditional and AI-powered Shopify support, highlighting the inefficiency of the former, which is a reason to disable order update prompt in Shopify chat.

Step 4: Use a true AI agent instead

Instead of just turning off prompts, what if you had an AI that could actually handle the entire conversation, from start to finish? This is what a true AI platform like eesel AI brings to the table. It connects directly with the tools you already use, including Shopify, so you don't have to switch your whole helpdesk.

This isn't about setting up a slightly better Q&A bot. It's about deploying an autonomous agent that can understand, learn, and take action. An AI agent can:

• Figure out what customers really want: It looks past simple keywords to understand the actual intent behind a customer's question.

• Connect all your knowledge: It learns from your past support tickets, your help center articles, and even your team's private notes in Google Docs or Confluence. This allows it to give answers that are not only accurate but also full of context.

• Perform custom tasks: It can do way more than just spit out a tracking link. You can set up custom actions to have it check inventory in a specific warehouse, initiate a return, or automatically tag a ticket and send it to the right person on your team.

The best part? You can get it running in minutes. With eesel AI, there's no long sales cycle or need for a developer. You just connect your apps, customize what you want the AI to do, and set it live.

A demonstration of an eesel AI-powered chatbot handling a delivery status inquiry, showcasing the Shopify integration that makes it unnecessary to disable order update prompt in Shopify chat.

Think about the difference. With a basic bot, a customer asks about their order, gets a tracking link, and then has to open a new ticket if they have a real problem. An agent then has to manually investigate and reply hours later. With an AI agent, that same customer can ask a complex question, and the AI can pull information from Shopify, your shipping carrier, and past tickets to give a personalized, detailed answer right away. It can either resolve the issue on the spot or escalate it with all the context a human agent needs to solve it quickly.

Pro tips for Shopify support

Once you move beyond simple prompts and into real automation, you can start making some serious efficiency gains. Here are a few tips to help you get the most out of your setup.

Tip 1: Automate your chat, don't just turn it off

When your chat volume feels like a tidal wave, the temptation to just disable it is real. But that's usually a bad move. Data has shown that website visitors who engage with live chat are far more likely to make a purchase because it removes friction and gives them confidence.

The answer isn't to get rid of the channel; it's to make it work for you around the clock. An AI Chatbot from a platform like eesel AI can handle the vast majority of those initial chats. It can answer product questions by connecting directly to your Shopify catalog and then seamlessly hand off the conversation to a live agent if the issue gets too complex. You get the sales boost of having live chat without it completely draining your team's time.

Tip 2: Unify all your knowledge, not just the help center

Let's be honest: your support team's most valuable knowledge isn't neatly organized in your public FAQ section. It's scattered everywhere. It lives in the thousands of resolved tickets, in those internal SOPs you keep in Google Docs, on your Confluence pages, and even in random Slack threads. Basic bots can't touch any of that.

This is where a tool like eesel AI really shines. It can connect to all of those different knowledge sources and learn from them. By training on your team's actual past conversations, it picks up on your brand's voice, tone, and the specific ways you solve tricky problems. So when it answers a customer, it's not giving a generic, robotic reply. It's giving a response based on the collective wisdom of your entire team. That leads to faster resolutions and happier customers.

Tip 3: Test your AI's performance before it talks to a single customer

One of the biggest anxieties about launching AI is the fear that it will make mistakes and create a bad experience for customers. How can you feel confident that it's ready?

This is where a simulation feature, like the one in eesel AI, is incredibly useful. Before you ever turn the AI on for live customers, you can run it in a safe, private environment on thousands of your past support tickets. It’s like a dress rehearsal for your customer support. The simulation report will show you:

• Exactly how the AI would have replied to every single ticket.

• A clear list of which tickets it would have resolved automatically.

• Which tickets it would have known to escalate to a human.

• A solid forecast of your potential automation rate and how much time you'll save.

This "test with confidence" approach lets you tweak and refine your AI until it's perfect, so you know exactly how it will perform on day one.

Beyond disabling prompts: A path to growth

We started with a simple task: turning off an annoying chat prompt in Shopify. While that's an easy box to check, the real path to growing your e-commerce business is to rethink your entire approach to customer support. Moving from a manual, reactive process to an intelligent, automated one does more than just save you time. It creates a better, faster experience for your customers and frees up your team to focus on what really matters: building and growing your brand.

Take back control of your Shopify support with eesel AI

Ready to stop chasing endless support tickets and build a system that works for you? eesel AI is a refreshingly simple, self-serve platform that lets you launch a powerful AI agent in minutes, not months. Connect your knowledge, automate with confidence, and give your customers the instant, helpful answers they've been looking for.

Start your free trial today and see how much time you can really get back.