Turning photo prompts on or off

Last updated: April 17, 2026

Not every store benefits from asking customers for photos. Digital products, services, and subscription boxes without a physical item have nothing visually interesting to share. If that’s you, it’s a one-click change.

How to turn them off

  1. Open BetterReviews in your Shopify admin
  2. Go to Collect
  3. Find the Photo prompts toggle
  4. Switch it off and click Save

Screenshot of the Collect page with the Photo prompts toggle — manual capture, drop in here.

The change takes effect on any conversation that starts after you save. Conversations already mounted in a customer’s browser keep the setting they had when they loaded — if they refresh the page, they’ll pick up the new setting.

What changes when you turn them off

  • The photo card never renders in the chat
  • Conversations flow straight through to the draft with no photo-related pauses
  • Your review widgets display normally (photos from existing reviews still show; you’re just not collecting new ones through the prompt)

Customers can still attach photos

Even with prompts off, the paperclip icon stays visible in the chat. A customer who wants to share a photo can tap it and upload one. So you’re not blocking photos — you’re just not asking for them.

When it makes sense to turn them off

We typically see it’s a good call for stores selling:

  • Digital products — ebooks, software, courses, templates
  • Services — consulting, memberships, subscriptions without a physical item
  • Gift cards and store credit — nothing to photograph

For physical product stores we’d leave prompts on. Photo reviews are one of the highest-converting trust signals a product page can carry, and turning prompts off removes the main source of them.

Turning them back on

Same place — flip the toggle on, click Save. Conversations that start after the save get photo prompts again.