Live chat

Answer
shoppers
before they
leave the page.

Live chat puts a chat button on every page of your shop and a support inbox in your dashboard. Answer with the shopper’s orders beside the thread; nothing is lost while you are away.

Start for free
14 days free, no cardSee what it costs

Add-on for any plan · Free trial on install

Live chat on every page

One support inbox in your dashboard

Live Chat · Free trial when you install
  • Tickets for the follow-ups
  • Unlimited conversations
  • Email alert when nobody is in
  • Order tracking in the widget

Two ways to run it.

Standard. The chat button, the inbox, tickets, teams, saved replies, automation rules, help articles and reports. Your team replies.

Switch plans from the plugin’s Settings; Stripe prorates the difference.

Online in your opening hours

Takes a message when nobody is in

For your shopper

A question answered where it was asked.

The chat button sits in the corner you choose on every page of your shop. A shopper opens it and talks to you without leaving the product they were looking at.

Your hours, your look

Set opening hours for each day in your time zone, then the corner, the brand colour, the header title and the greeting. Inside your hours the widget shows as online. It also shows as online whenever someone from your team has the inbox open.

Away? It takes a message

Outside your hours, with nobody in the inbox, the widget shows your away message and asks for a name, an email and the question. That message opens a ticket, and you get an email with a link straight to it.

Files and emoji both ways

Shoppers and your team can send images, video and PDFs up to 25MB, add emoji and see when the other side is typing.

Help articles and order tracking, no chat needed

Switch on the Help tab and shoppers search your articles from the widget. Switch on Track order and they enter an order number and the email they used at checkout to see the status and tracking before anyone types a word.

Start for free

Customer orders beside every chat

Tracking, abandoned carts and past chats

For you

Every conversation, with the order beside it.

Live Chat in your dashboard is one inbox. Conversations on the left, the thread in the middle, and on the right who the shopper is, what they have ordered, the cart they left behind and the chats you have had before.

Who you are talking to

The customer record that matches the shopper’s email sits beside the thread, with their order count, total spent, recent orders, tracking numbers and any abandoned cart. Because the match is made on the email they give, it is marked as an unverified match.

Reply, note, saved reply

Type a reply, or switch to Note for something only your team sees. Saved replies drop in when you type a slash and a shortcut. A reply to a resolved chat reopens it.

Assign, tag, route

Assign to me or to a colleague, route to a team, add colour-coded tags, and filter the list by all, unassigned, mine, open, offline or resolved, by tag, by rating and by team.

Alerts on any dashboard page

A chime and a toast when a customer needs you, wherever you are in the dashboard, plus a bell notification that keeps the link until you open it.

See what it costs

Runs without you

The support desk that keeps working when you stop.

Six things that happen with nobody in the inbox.

An email when you miss one

If nobody from your team is in the inbox, a new message sends an email to the store owner’s address with the shopper’s words and a “Reply in your dashboard” link. One email per burst of messages, not one per line.

Out-of-hours messages become tickets

A message left through the away form opens a ticket with the shopper’s email on it, so the follow-up has a number and a status rather than a memory. They get an email saying the ticket is open, with a link to it.

Rules that reply, route and tag

Up to 20 rules per store. When a conversation starts, a visitor writes, a ticket is created, a chat is resolved or nobody has replied for a set time, send an automatic reply, assign an agent or a team, add a tag, set a priority or category, resolve, create a ticket, ask for a rating or notify a team.

Proactive messages

Open the widget with a message of your own after a visitor has spent a set number of seconds on pages that match a URL pattern.

A rating when it is resolved

Switch on Ask for a rating when resolved and the shopper is asked “How did we do?”, picks one of five faces and can add a comment. Ratings feed the Reports page.

Tickets that tidy themselves

Your reply moves a ticket to Pending customer. A customer’s reply reopens it, even after it is resolved. Tickets resolved for five days are archived out of the way and stay searchable.

The detail

Everything the plugin puts in your dashboard.

The inbox is the front page. Behind it sit tickets, set-up, teams, knowledge, widget behaviour, reports and, on the AI plan, the assistant.

Tickets

A number, a status and an owner for every follow-up.

Convert a conversation to a ticket, open one by hand for a customer, or let the away form and the assistant raise them. Each ticket has a subject, a category from your own list, a priority, a team, an assignee, tags, a due date and a snooze, and links to the order and the customer. Shoppers see their tickets under Support in their account, where they can start one, reply, attach files and rate the outcome.

  • Waits on them after you reply
  • Reopens when they reply
  • Archived for you after resolving
  • Priority from low to urgent
  • Snooze until a set time
  • Linked to the order
  • Support in the account

Set-up

One switch, then the details.

Install from the plugin store and the free trial starts. “Live on your storefront” is the switch. Below it: the corner, a notification sound, the brand colour, a time zone, opening hours for each day, and the launcher title, header title, greeting and away message.

  • Any of four corners
  • Your brand colour
  • Your time zone
  • Hours for each day

Teams and saved replies

Route to the right people.

Teams group your staff so conversations and tickets can be routed to them, with round robin when a rule assigns a team. Saved replies carry a shortcut and tokens, and drop in when you type a slash in the composer. Tags are colour-coded and shared by chats and tickets.

  • Teams
  • Round robin
  • Default team
  • Slash shortcuts
  • Tokens
  • Coloured tags

Knowledge

Articles the widget can search.

Up to 200 help articles in up to 20 categories, written in the editor or imported from the FAQ element on one of your pages. Visitors search them from the widget’s Help tab, where each article asks “Was this helpful?” Published articles are what the assistant reads.

  • 200 articles
  • 20 categories
  • Import from a page
  • Drafts until you publish
  • Helpful votes

Widget behaviour

Ask first, show less, or speak first.

A pre-chat form with name, email, a topic that routes to a team, and custom fields. Hide the widget on chosen pages or on mobile. Proactive messages by URL pattern with a delay of 1 to 600 seconds.

  • Pre-chat form
  • Topic routes to a team
  • Hide on pages
  • Hide on mobile
  • Proactive by URL

Reports

Volume, speed and satisfaction.

For any date range: conversations, tickets and resolved counts, median first response with the P90, median resolution time, CSAT average and response rate, volume over time, the CSAT split, the busiest hours by day and hour, and tables by agent, team and tag. Export CSV.

  • First response (median)
  • Resolution time
  • CSAT
  • Busiest hours
  • By agent, team, tag
  • Export CSV

Live Chat AI

An assistant that answers first, then hands over.

On the AI plan the assistant greets new chats during your opening hours and answers from your published articles, storefront pages, products and orders (order status once the visitor gives the order number and email, with Track order switched on). It hands over when asked, when it is unsure, after the reply cap you set or when the day’s cap is hit, and leaves your team a summary. In the composer, AI assist drafts, polishes, translates and summarises. Resolved chats get a sentiment and suggested tags. A monthly AI allowance is included; more comes from your Nebula pool.

  • Answers first in your hours
  • Articles, pages, products, orders
  • Hands over with a summary
  • 1 to 50 replies per chat
  • 10 to 5,000 replies a day
  • Draft, Polish, Translate, Summarise
  • Sentiment
  • Monthly AI allowance

Pricing

A paid add-on, on any plan.

Plan prices in pounds, ex VAT. Live Chat is billed on top of whichever plan you pick.

Solo

Works on every plan

£19

a month, billed yearly, ex VAT

Available: Live Chat plugin, on top of any plan

14 days free, no card

Team

£64

a month, billed yearly, ex VAT

Available: Live Chat plugin, on top of any plan

14 days free, no card

Pro

£187

a month, billed yearly, ex VAT

Available: Live Chat plugin, on top of any plan

14 days free, no card

Enterprise

£749

a month, billed yearly, ex VAT

Available: Live Chat plugin, on top of any plan

14 days free, no card

Compare every plan

Live Chat is billed on top of your store plan and priced on its plugin store listing, with its own free trial that starts the moment you install it and needs no card. Every conversation and every team member is included.

See it in the plugin store

Before you switch it on

Three things, none of them hard.

Install

The plugin, from the plugin store

Find Live Chat in the plugin store, install it, and the free trial starts. It appears in your dashboard sidebar under Installed Plugins with its own Settings page.

Free trial on installNo card to startOne switch to go live

Hours

When you are open

Set opening hours for each day and a time zone. Inside them the widget is online and the assistant, if you have it, answers. Outside them, with nobody in the inbox, the away form takes a message and opens a ticket.

Per dayTime zoneAway message

Someone to answer

A person or the assistant

You, a Store Administrator, a role you build with the store settings permission, a team, or Live Chat AI first. There is no per-seat charge for the inbox.

Owners and administratorsTeamsAssistant on the AI plan

Every page

Where it runs

The chat button sits on every page of your storefront, on your shop’s own domains, in the corner you choose.

Your words

The widget

Your header, greeting, away message and replies can be in any language, and the AI plan can translate a reply.

Chat and email

How shoppers reach you

Shoppers reach you through the widget and their account, and your replies also go out by email when they left an address.

See the pricing

Get started

Which one sounds like you?

One person, one shop

Keep the inbox open in a tab while you work and let the chime find you. Outside your hours the away form takes the message, a ticket holds it and the email brings you back to it.

Start for free

A team with a rota

Set up teams, route by pre-chat topic, assign round robin, and read the Reports page for first response times by agent.

See the pricing

FAQ

Live chat questions, answered.

Cost, set-up, staff, tickets, the AI plan and what happens if you stop, in plain words.

Keep reading

What sits beside the chat.

Customers

The record behind the chat

The context panel links to the customer record, with orders, notes and consent in one place.

See customer management

Orders

Orders and tracking

The orders and tracking numbers the inbox shows beside a conversation.

See order management

Nebula

Nebula, the assistant in your dashboard

Live Chat AI draws on the same Nebula usage pool once its own monthly allowance is spent.

See Nebula

An add-on for any plan

Put a chat button on every page tonight.

Install Live Chat from the plugin store, switch it on and set your hours.

Start for free
14 days free, no cardSee the pricing

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