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Setting Up Online Live Chat for Your SHOPLINE Store

The online live chat feature allows customers to contact your store directly while browsing your website. SHOPLINE provides a built-in Live Chat widget through the Message Center, enabling real-time communication without the need for third-party tools.

This article explains how to set up, customize, and enable the live chat function for your SHOPLINE store, helping you respond to customer inquiries more efficiently and improve overall customer experience.

 

 

Designing a Live Chat Widget

Follow these steps to create your unique live chat widget:

  1. From your SHOPLINE admin panel, go to Channels > Messages. Locate Chat assistant and click Go to settings.
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  2. Click the Chat widget tab and commence the design of the content and display for your store’s chat widget.
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  3. If you’ve connected to other messaging channels and want to integrate them into one widget, switch to the Social channel tab to enable them.1.3.png
  4. Click Save after completing the design and settings.

 

 

Enabling the Live Chat Feature

To insert the configured live chat widget successfully, follow these steps to enable it:

  1. Access the theme design editor of your store using one of the two options:
  •  
    • If you just finished configuring your chat widget and are still on the Chat widget page in the Message Center, click Enable now.
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    • From your SHOPLINE admin panel, go to the Online Store section. In the Current theme section, click Design.
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  1. In the theme design editor, click App embeds on the left navigation menu. Enable the Chat widget feature and save the settings.
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Communicating with Customers via Live Chat

Once the chat widget feature is enabled, you can respond to customers’ messages sent via your store’s website using a centralized message reply panel. Follow these steps:

Note: Only staff members with the appropriate permissions can view and reply to messages. If messages cannot be received or replied to as expected, review your staff’s Message Center permission settings. For more details, see "Managing Permissions for Your Staff​​."
  1. From your SHOPLINE admin panel, go to Channels > Messages. Click View messages in the upper right corner.
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  2. Click the Website messages icon in the left messaging channels, then select the message you want to reply to.
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  3. Communicate with the customer by sending responses directly from the panel.
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  4. If you need to add or edit the customer’s profile information or create an order for the customer, use the panel on the right side of the message reply page.
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