• BLOCK SETUP GUIDES • SETUP GUIDE

How to configure Contact information on Thank you and Order status pages

By Rivio Support Team
4 min read

What you will achieve in this guide

Follow the feature-specific setup and testing instructions below. Check the supported pages and plan requirements before activating the feature.

EXPECTED SETUP TIME Varies by feature
COMPATIBILITY See requirements in this guide
TECHNICAL DIFFICULTY Zero Code Required

Use Contact information on its supported pages to help customers with the task described below. Configure it in Rivio, save its activation state, and then add the corresponding block in Shopify’s checkout and accounts editor.

Supported pages and requirements

Supported pages: Thank you, Order status. Eligible Thank you and Order status app blocks are supported on Shopify Basic and higher. Your Rivio app plan must also include the feature. Check the page labels on the current block card before setup.

When to use this block

  • Give customers a direct way to contact order support.
  • Display accurate support details after purchase.

Configuration settings

Setting How to configure it
Email Use the monitored merchant support address.
Phone Enter the correct support number, including its country code.
Labels and supporting text Explain what the contact action does; include hours only where a text control is available.

Use the controls available in your current configuration screen. Save a clearly named configuration, then confirm that Shopify’s editor uses that same configuration.

Screenshot to add: The Contact information configuration form with its content and appearance settings visible.

Rivio blocks add content or input fields to supported checkout and account pages. Configure the content in Rivio and place the block in Shopify’s editor.

Worked example: Make store support easy to find

Example setup: Your merchant support email, supported phone number, and opening hours.

Step-by-step instructions

  1. Open UI extension blocks and find Contact information. Check the supported pages on its card.

  2. Choose Set up or Manage and create a configuration with a clear internal name.

  3. Enter your own store’s support address, such as help@yourstore.com after replacing it with a working address.

  4. Add a phone number and support hours only where the form offers those fields.

  5. Write the timezone with the hours if customers could otherwise misunderstand them.

  6. Preview the email and telephone labels and link formatting.

  7. Review the preview and any display conditions. For the first demo, leave optional conditions empty so you can isolate placement.

  8. Save as Active. Open the Checkout and Accounts Editor, select the intended configuration and supported target page, and add the matching Rivio block in a supported location.

  9. Select the saved configuration if prompted and save Shopify’s editor. Test the actual customer page on desktop and a phone.

Verify the result

Test case Expected result or verification
Email link selected It targets your merchant support address.
Phone link selected It uses the intended contact number.
Hours displayed Customers can identify when and in which timezone support is available.

Important: RivioApps support is for app configuration; customers should see your store support details here. Checkout-step UI blocks require Shopify Plus. For another surface, use only the pages supported by this block’s card.

If the result is different

Check What it means / what to do
Configured but not visible Confirm the matching block is placed and saved on the exact supported Shopify page/configuration.
Only some buyers see it Compare Active status and condition inputs, including customer login and surface data.
Configuration is not applied Check the saved configuration selected by the editor block and verify the correct page.

Add and verify each supported placement

  1. Open Settings → Checkout in Shopify admin and customise the intended configuration.
  2. Select the exact supported page: Thank you, Order status. For Profile, use the customer-account page selector.
  3. Add the matching Rivio app block in a supported location and select the saved configuration if prompted.
  4. Save the editor. Add and save each other intended page separately; one placement does not establish every placement.
  5. Preview desktop and mobile, then test the actual checkout, completed order, or signed-in account appropriate to that page.

Screenshot to add: Shopify’s editor showing the Contact information block on the selected supported page, followed by the final customer view.

Limitations

  • A contact link does not create a support ticket unless its destination provides that workflow.
  • Opening a phone or email action depends on the customer device and installed applications.

Display conditions depend on the page. Customer tags require logged-in customer context. Selected shipping method is unavailable on Order status. On Profile, only Customer, Language, Market, and Time on page conditions are evaluated; cart and order conditions are ignored.

Need help?

Email support@rivioapps.com with your store domain, feature name, target page, the relevant settings, and a screenshot of the actual result. Include the test cart, customer, or order details needed to reproduce the issue.