Integrated Shopify App to contact individual customers via SMS?

Shopify Discussion
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Topic summary

A brick-and-mortar store using Shopify POS seeks a simple solution to send individual SMS messages to customers about special order arrivals and manage their responses—essentially replacing phone calls with text messaging for customer service.

Core Problem:

  • Shopify lacks native one-to-one SMS functionality with response management
  • Most available SMS apps focus exclusively on bulk marketing campaigns and automation
  • YSMS was tested but fails to capture customer replies, making it unsuitable for two-way communication

Suggested Solutions:

  • SMSBump and Postscript were recommended as apps offering two-way messaging capabilities
  • Heymarket, Podium, and Sakari were suggested as Shopify-integrated platforms that enable texting from individual customer profiles with response tracking and logging

Current Status:
The original poster’s question remains unresolved—they have not confirmed finding a working solution. Another user later reported encountering the identical problem, suggesting this is an ongoing pain point for Shopify merchants needing customer service SMS rather than marketing automation.

Summarized with AI on October 24. AI used: claude-sonnet-4-5-20250929.
1

Hi.

It’s Friday night, and I am driving myself insane trying to add what feels like an incredibly simple – and shockingly unsupported natively by Shopify – tool: being able to send an SMS message to a single customer, and manage any potential responses.

To give a little context, we’re a brick-and-mortar store that uses Shopify as both an online storefront and a POS system. For years, we’ve taken special orders for in-store customers by getting their phone number, and calling them when an item has arrived. We’d love to, since it’s 2025, give customers the option of receiving a text message instead. Ideally, we’d like to go to their customer account in Shopify, shoot them a quick text message, and reply to anything they might send in response. Feels pretty simple to me?

But, no. Very, VERY no. There are eight billion SMS plugins for Shopify, and approximately 7,999,999,998 of them are all about marketing campaigns, and automation, and workflows, and automated workflows, and workflow campaigns, and automated marketing. I literally just want the option to send one (1) customer one (1) message, and not have any responses they send – like that they don’t want the item they ordered anymore – disappear into the ether.

Does anyone anywhere on Shopify have an app that they like that can do this? I am incredibly aggravated that Shopify – as per usual – doesn’t offer this seemingly simple integration, despite collecting mobile numbers and allowing for mobile messaging on orders. I’d gladly pay someone else for a solution Shopify can’t seem to provide, but I can’t find it tonight. Any help out there?

(I’m trying YSMS right now, which does almost everything I’d want, but it doesn’t manage responses. A customer can respond to my text, but I’ll never see it. Sort of unacceptable to me, on a customer service level!)

1 Like
2

What’s your store link?

3

You might want to check out apps like SMSBump or Postscript—they offer two-way messaging and might fit your needs better than YSMS. Clear customer communication is key, especially for brick-and-mortar stores!
RandM-Vape. de

4

Did you ever find a solution? I find myself beating my head into the same wall.

5

While the SMS ecosystem for Shopify is largely marketing oriented, you do need a two-way messaging app for individual conversations. Apps such as Heymarket or Podium Sakari integrate with Shopify and you can text from a single customer profile and your responses are logged and managed.