# App chat - customer messages from the Shopper app

> Reference for Shopper app chat: customers message your store from SmartPOS Shopper, staff answer in the Inbox or Business app. Gates, settings and limits.

Source: https://docs.smartposhub.com/modules/app-chat/  
Last updated: 2026-10-30  
Product: SmartPOS Hub (https://smartposhub.com)

**App chat** lets customers who joined your store message you from the SmartPOS Shopper app. Every chat is one conversation in your **Inbox**, next to SMS, e-mail and WhatsApp, and on the customer's contact page. The full guide is [Website chat and app chat](https://docs.smartposhub.com/online/website-chat-and-app-chat/).

> **How to turn it on**
> 1. **Plan:** Messaging with Shopper app chat (included by default), plus Shopper app & Scan & Go
> 2. **Switch:** Settings › Business Settings › Modules › Messaging and Shopper app chat (off by default); then Settings › App chat › Customers can message us in the Shopper app
> 3. **Permission:** Messaging permissions: see chats assigned to me, see all, see unassigned app chats, reply, manage (assign anyone, block, settings)
> - **Mobile app:** SmartPOS Shopper (customers) and SmartPOS Business (staff)

## Settings at a glance (Settings › App chat)

| Setting | What it does |
|---|---|
| **Customers can message us in the Shopper app** | Shows or hides the Message store button |
| **Customers can send photos** | Allows photo messages |
| **Show the first name of the person who answers** | Otherwise customers see your store name |
| **Notify staff in the Business app about new messages** | App notifications for staff |
| **Longest message (characters)** | 100 to 2000 |
| **New chats go to** | Nobody (unassigned), One person, or Take turns (round robin) |
| **Answer the first message automatically** / **Answer automatically when we are closed** | Greeting and closed-hours answer (at most once every 12 hours per chat) |
| **Opening hours** | Store hours from the Shopper app, own hours for chat, or always open |

![Shopper app chat settings page](https://docs.smartposhub.com/_astro/on-app-chat-settings.C8ozOZp9.png) (web app page: `/messaging/app-chat`)

![Business app inbox with Mine, Unassigned and All tabs](https://docs.smartposhub.com/_astro/inbox-list.DdiCEXOI.png)
![Business app chat thread with an internal note and a reply](https://docs.smartposhub.com/_astro/inbox-thread.DkhpJPrf.png)
*Answering app chats in the SmartPOS Business app.*

## Good to know

- Chats are not live calls: apps check for new messages on open and every few seconds while the chat is on screen.
- Internal notes are never sent to the customer.
- Staff with the manage permission can block a customer from writing; customers can block your replies. Both can be undone.
- Replying to app chats through the API or AI assistants is not available.

## Related pages

  - [Website chat and app chat](https://docs.smartposhub.com/online/website-chat-and-app-chat/)
  - [Messaging](https://docs.smartposhub.com/modules/messaging/)
  - [Inbox and chat in the Business app](https://docs.smartposhub.com/business-app/inbox-and-chat/)
  - [Shopper app module](https://docs.smartposhub.com/modules/shopper-app/)

## Frequently asked questions

### Who can start an app chat?

Only the customer, from the Message store button in the SmartPOS Shopper app. Staff cannot open a new app chat.

### Is this a website chat widget?

No. SmartPOS Hub has no website live-chat widget. App chat works only between the Shopper app and your team.

### What do I need to turn it on?

The Messaging module, the Shopper app chat switch in Settings › Business Settings › Modules, your store in the Shopper app, and Customers can message us in the Shopper app ticked in Settings › App chat.

### Who sees new chats?

Depends on New chats go to: unassigned (anyone allowed to see unassigned chats can take it), one person, or take turns (round robin).

### Is there a monthly limit?

Yes. Your plan sets how many customer messages you can receive per month. The App chat page shows this month's count.

### Can I answer from my phone?

Yes, in the Inbox of the SmartPOS Business app, with assignment, status, internal notes and photos.