Live chat
Add live chat to Shopify: app and embed setup
Last updated · A-Widget
On this page4
Add live chat to Shopify with its supported Inbox route
Shopify's current help describes installing Inbox and enabling Online store chat in the theme's App embeds settings. The official Inbox guide is the source for the current account and store rules.
Install the app with an account that has the needed permission. In the theme editor, find App embeds and turn on Online store chat. Save the change and open the live storefront while signed out.
Set the reply process before launch
Set availability and the first reply to match real staff coverage. Choose a greeting that explains the task. Instant answers can point to stable store facts; they should not invent stock, delivery or refund terms.
If you choose a third-party app, follow that vendor's Shopify guide instead. Check the app owner, requested access and current plan. Keep a record of which app or code location loads the widget.
Check live chat on Shopify and remove it safely
Open and close chat on a phone. Check the launcher against cart and consent controls. Send a fictional question and confirm it reaches the right staff inbox. Check the offline message as a separate state.
To roll back, disable the app embed or remove the documented installation. Check for old hand-pasted code before concluding the widget is gone. Compare Shopify chat options if you have not chosen the service yet.
Continue with the right task
FAQ
Why does the chat launcher not appear after installation?
Check the current app instructions, theme placement and saved publication state. Then inspect the page while signed out. If an app embed or consent rule controls loading, inspect that layer before adding another copy. Keep the ordinary store contact route available.
Can the app answer while staff are away?
That depends on its configured offline or automation route and current plan. A visible launcher does not prove that a person is present. State the real hours and tell visitors when they are leaving a message. Check the receiving queue as well as the storefront.