How to Add Live Chat to Shopify?

Luis Manjarrez
by Luis Manjarrez

Millions of entrepreneurs around the globe have leveraged the internet to increase sales. Now more than ever, current world events have driven many businesses to jump into the ecommerce world in a matter of months.

Shopify is one of the leaders in the ecommerce building space. They claim businesses using their service have generated over 200 billion USD in sales. It's amazing.

But let's not forget that having a medium where you can sell stuff is only half the battle. Providing quality customer support is just as important as offering a quality product.

In today's fast-paced world, customers expect fast, reliable service. With so much competition out there, failing to do so can result in decreased brand loyalty and fleeing customers.

In the online world, live chat is often the most effective channel of communication. According to eConsultancy:

Live chat has the highest satisfaction levels for any customer service channel, with 73%, compared with 61% for email and 44% for phone.

In other words, live chat makes for happier customers.

In this article, we will explain how you can add live chat to a Shopify ecommerce site.

Choosing a live chat service to add to Shopify

There are many options out there. But if you are part of a small/medium ecommerce team that is looking to collaborate around live chat, email, and other communication channels, then Missive is the way to go.

Missive Live Chat is powered by Twilio. Right off the bat, it is free, and you can have up to 200 active chats per month. After that, you will pay a low fee, starting at $0.03 for each additional one.

Setting up Missive Live Chat

Once you have created your Missive account, go to your Settings and click Accounts then Add account.

Select the Missive Live Chat option.

Select Missive Live Chat as the account provider

As we stated before, Missive Live Chat uses Twilio's Conversations API, so you must first sign up to Twilio. Monthly fees (after the 200 active chats per month) will be charged to your Twilio account.

Once you've signed up, you will have access to the dashboard, where you will be able to see two important pieces of information: your Account SID and Auth Token.

Live Chat Twilio dashboard

Back in Missive you can continue the process.

Missive is, above all, a tool to collaborate around different channels. You will be asked to choose whether you want the chats shared with teammates or not.

Choose to share the Live Chat account

We suggest you choose the first option and share it in a Team Inbox. This will lead all incoming chats into a shared inbox where many teammates can assign cases to each other and work more efficiently.

Choose a team to share the Live Chat

After that, you will need to enter the Account SID and Auth Token from your Twilio account as well as a Chat service name.

Add the Twilio Chat keys

Your live chat is almost ready to be plugged into Shopify.

Missive Live Chat successfully added

Setting up Missive Live Chat in Shopify

It's very simple to install Missive Live Chat in Shopify.


Go to your Online Store Dashboard > Settings > Actions > Edit code

Edit Shopify code


Click on the file theme.liquid that's inside the Layout folder.

Select Shopify theme file


Go back to Missive and copy the code snippet. You can find it in Settings > Accounts > Missive Chat > Setup > Code Snippet.

Live Chat code snippet


Go back to Shopify, and paste the code right before the </head> tag.

Looking for the end head tag in the file

Congratulations! You now have a live chat on your website. But it's not in sync with the site's branding. Yet.

Live Chat in Shopify

Customizing the live chat window

Inside the Missive Live Chat settings, you can:

  • Change the main color
  • Customize various messages such as welcome, help, error, title, etc.
  • Change the position of the bubble
  • Show online status
  • Show avatars
  • Show names
  • Ask for name and/or email
  • Require name and/or email
  • Change the bubble messages
  • Change the User Interface messages
  • Identify and verify users
  • And more

The widget is highly customizable. For all options, see the documentation.

Here's the final version of our chat bubble. It looks great, right?

Missive Live Chat in Shopify, fully customized

Managing the live chat

Missive Live Chat is the perfect way to interact with visitors and users from your website without creating additional silos of communication.

Whenever someone sends a message through the live chat on your website, it will instantly appear in your Missive app, and like all other channels (email, SMS, social media messages), you decide where these messages land. You may choose for them to arrive in a Team Inbox or everyone's Inbox.

Missive Live Chat offers you fantastic features:

  • Identify visitors & authenticate users
  • One-to-many interactions
  • Customizable widget
  • Schedules
  • File exchange
  • Automation
  • Read status
  • Attach and display metadata
  • Emojis

Go here to learn more about each feature.

We hope this article helped you add a live chat to your Shopify site.

Luis Manjarrez

Growth at Missive
Follow me on Twitter