In today’s eCommerce landscape, providing real-time communication with your customers can significantly increase conversions, improve customer satisfaction, and reduce abandoned carts. For Shopify store owners, this naturally leads to the question: how to add chat in Shopify? Fortunately, Shopify makes integrating live chat functionality straightforward, with several built-in and third-party options available. In this article, we’ll explore why live chat matters, how to add it to your Shopify store, and how to choose the right tool for your business goals.
Why Add Chat to Your Shopify Store
Live chat allows you to engage with customers while they are browsing your store—answering questions, resolving hesitations, and guiding them toward a purchase. Unlike contact forms or email support, chat tools offer instant interaction, which is often the difference between a sale and a lost customer.
Live chat also contributes to:
- Reduced support response times
- Increased customer trust and satisfaction
- Fewer abandoned carts
- Higher average order values
Whether you run a high-volume retail site or a niche boutique, adding chat to your Shopify store is a valuable upgrade that can positively impact both user experience and sales metrics.
Shopify Inbox: The Native Chat Tool
Shopify offers its own free live chat tool called Shopify Inbox. It’s a simple yet powerful solution that allows you to manage customer messages directly within your Shopify admin or mobile app.
To add Shopify Inbox:
- Go to the Shopify App Store and search for “Shopify Inbox.”
- Click Add App and follow the installation steps.
- Once installed, configure your welcome message, FAQ automation, and customer response settings.
Shopify Inbox integrates with your existing product catalog, enabling you to send product links, discount codes, and order updates within the chat. It also supports Facebook Messenger and Apple Business Chat for broader coverage.
For many merchants, especially those just starting out, Shopify Inbox is an ideal starting point due to its ease of use and zero added cost.
Using Third-Party Chat Apps for Advanced Features
While Shopify Inbox covers basic chat needs, more robust features are available through third-party apps. Popular options include:
- Tidio
- LiveChat
- Zendesk Chat
- Gorgias
- Re:amaze
These apps provide additional capabilities such as:
- Chatbots for automation
- Multiple-agent support
- CRM and helpdesk integrations
- AI-powered response suggestions
- Visitor tracking and segmentation
To install one of these apps:
- Visit the Shopify App Store and search for your preferred chat tool.
- Click Add App and complete the setup within the provider’s platform.
- Customize your chat widget’s branding, behavior, and visibility rules.
Many of these apps offer free trials or limited free tiers, but full access typically requires a monthly subscription. Pricing varies depending on user seats and feature sets.
Chat Integration with Facebook Messenger and WhatsApp
Shopify also supports chat integrations with external messaging platforms like Facebook Messenger and WhatsApp, which can be especially effective for stores that engage with mobile-first or international audiences.
You can connect Facebook Messenger by installing a compatible app such as Facebook Chat Box or using Shopify Inbox, which has Messenger support built-in. For WhatsApp, apps like WhatsApp Chat + Abandoned Cart let you add a floating WhatsApp icon on your storefront.
These channels extend your support ecosystem and allow you to interact with customers in apps they already use daily.
Mobile Optimization for Chat
Any chat tool you add must be optimized for mobile. A significant portion of Shopify traffic comes from smartphones, and an unresponsive or intrusive chat widget can lead to higher bounce rates.
Make sure your chat tool is:
- Responsive to screen size
- Non-intrusive on smaller devices
- Easy to open and close
- Visually integrated with your brand’s color scheme
Most modern chat apps allow you to preview the widget across devices and tailor the experience accordingly.
Automating Chat for Efficiency
Automation can turn live chat into a 24/7 support channel, even if your team is offline. Chatbots can handle common questions, product lookups, shipping inquiries, and even recover abandoned carts through prompts and discount offers.
For example, tools like Tidio and Re:amaze offer bot builders with visual workflows. You can create automated greetings, suggest products based on browsing behavior, and collect email addresses when agents are unavailable.
Automation doesn’t replace human support but enhances scalability and ensures customers aren’t left waiting.
Monitoring and Improving Chat Performance
Once chat is live on your Shopify store, monitor its performance through analytics tools offered by your chat provider. Key metrics to track include:
- Response times
- Number of conversations
- Conversion rate influenced by chat
- Customer satisfaction ratings (CSAT)
These insights help you improve staffing schedules, message templates, and proactive chat triggers that initiate contact when certain behaviors are detected (e.g., cart page idle time).
At Best Website Builder Group, we help merchants implement conversion-driven chat systems that are as much about strategy as they are about technology.
Conclusion
Knowing how to add chat in Shopify empowers you to connect with your customers more personally and proactively. Whether you start with Shopify Inbox or invest in an advanced solution like Tidio or Gorgias, chat is a valuable addition to any store looking to increase trust, improve retention, and drive conversions.
Best Website Builder Group helps eCommerce brands like yours implement chat systems that don’t just answer questions—they move customers to action. With the right tools in place, your store becomes more than a checkout—it becomes a conversation.
