Shopify Contact form SUBJECT LINE text : How to change?

Shopify Discussion

Topic summary

Merchants are requesting the ability to customize the subject line of emails generated by Shopify’s contact form, which currently defaults to “New customer message on [date/time].” This generic subject line creates several problems:

Key Issues:

  • Makes inbox management difficult when all messages have identical subjects
  • Prevents effective email filtering and delegation
  • Some email clients group unrelated customer conversations into single threads
  • Customers sometimes mistake replies as spam due to the generic subject
  • Hinders auto-reply functionality

Shopify’s Response:

  • Official staff confirmed this feature is not currently possible to implement via themes or technical settings
  • Feedback has been logged with developers, but no timeline or commitment has been provided
  • Staff continue to acknowledge requests but offer no concrete updates

Community Workarounds:

  • Third-party apps like “G:Form Builder - Contact Form” allow custom subject lines
  • Hidden form fields can add context to email body content
  • Email client rules (Outlook, Google Workspace) can filter and re-route messages based on content

Status:
This request remains unresolved after nearly 5 years (2020-2025), with growing merchant frustration over what many consider a basic, easily implementable feature. The discussion is ongoing with no indication of when or if Shopify will address it.

Summarized with AI on October 28. AI used: claude-sonnet-4-5-20250929.
1

All my emails coming from the contact form have the subject ‘New customer message’. How do I change this text to something better?

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2

Hi, @paul_10 ,

Hank here from Shopify.

Thank you for posting your question, I was able to speak with our technical team about this to get you the correct information to answer this for you.

Currently, it is not possible to edit the subject that you would receive from when a customer emails you using the contact form option. I have checked to see if there is a way for this to be edited, but it is not currently possible via the theme or technical side of the platform.

What I have done for you though is I have logged this as direct feedback to our developers, as this is how the platform gets improved, with suggestions from store owners like yourself!

While I know this is not the response you were looking for, know that I have logged this now, with the hope that it does become a feature on the platform in the future.

Do let me know if you have any other questions.

All the best,

Hank

10 Likes
3

That would be really helpful!

Changing the subject line when replying to the customer’s emails is a waste of time and prevents auto-replies.

8 Likes
4

I agree! This would be helpful to be able to change the format so that we can reply directly to these messages.

5 Likes
5

Any updates on fixing this issue. It would be really nice to be able to just reply direct to the customer.

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6

Has this been resolved? Seems like it should be an easy enhancement for the Shopify team to add :slightly_smiling_face:

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7

We really need this feature, any updates? all emails come from my store name, is there a way I can see the sender’s email instead of mailer@shopify.com . . 30$ /month plus paying for third party apps and we don’t have these basic features it’s kind of expensive. Please advise.

thanks.

5 Likes
8

Adding to the voices asking for this. Really annoying to have to manually change the subject line when responding.

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9

Hi Hank,

Can you confirm whether this is supported yet?

Thank you :folded_hands:

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10

Thank you all for reaching out in response to this thread.

What I have done is gathered the feedback of every comment, but as it stands there is still no confirmation or timeframe that this may be implemented to the platform.

I will share a link to both the Shopify Changelog and our announcements page as this is where every new addition that gets added to the Shopify platform is announced.

Thank you again for all of your feedback and for wanting to help build such a useful tool for our Merchants, it is very much appreciated.

3 Likes
11

Another vote for this simple, obvious feature.

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12

and another vote for this very. obvious. feature.

:wink:

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13

It’s been almost a year.
Another vote for this feature.

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14

Another vote for this.

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15

Rocket science? Come on guys!

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16

i am surprised that i can not change this!! This should be a must have. It´s not a nice to have.

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17

Upvoting for a basic feature.

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18

Another vote for this…

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19

Another request for this feature…

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20

Well over a year since this request…Any news on this?

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