Hello Shopify Community,
Our app was flagged under Guideline 4.3.3 (“Don’t distract merchants”):
“Your app must not display a modal or popover automatically upon page load, after a set amount of time, or due to unrelated merchant actions.”
We currently trigger a Crisp Chat popup only once per merchant, right after they install or first open our app, to welcome them, answer setup questions, and gather early feedback. This helps reduce confusion, speed onboarding, and prevent churn. The review team asked us to remove it entirely, calling it a distraction.
Our Questions:
Can we comply with 4.3.3 yet still offer a one-time welcome/support popup? For example:
Delay until they click a “Help” or “Support” tab?
Replace the auto-modal with a banner or toast linking to chat?
If any automatic popover—even once—is disallowed, what best practices do other apps use to proactively engage new merchants?
Are there examples of compliant UX patterns that let us greet merchants post-install, offer live chat, and stay within 4.3.3?
Any guidance, code snippets, or screenshots of alternative patterns would be greatly appreciated. Thank you!