Live chat & inbox
Shopify live chat with one inbox for your team and the AI
WOLE's Shopify live chat puts every conversation, the AI's and your team's, in one realtime inbox in your Shopify admin. Take over any chat, hand it back, and reply with real product and discount cards.
Example inbox: three conversations, one marked Needs a human. In the open chat a shopper says they were charged twice for order #1038, WOLE replies that it is bringing in a teammate, and the chat is handed to your team, with a reply box, Draft with AI and Take over.
The inbox
Shopify live chat in one shared inbox
Every storefront chat lands in one inbox, whether the assistant is answering it or a teammate is. You can watch the AI work in real time and step in the moment a reply needs a person.
You also see who is still around. A shopper shows as Online, then “Active 4 minutes ago”, then Offline, based on activity anywhere on your storefront, not just inside the chat.
- Search by name, email or visitor number
- Status chips for All, Needs human, Resolved and Blocked
- Filters for channel, assignee, unread and tags
- Unread badges and a channel icon on every conversation
Teamwork
Take over, hand back, assign and tag
Take over a conversation and the assistant stops replying there. Hand it back, or resolve it, and the assistant answers the shopper's next message. Every chat shows its status and who it's assigned to.
- An Assistant / Human switch on every conversation
- Assign a chat to a teammate, or claim it yourself
- Tags with color tones, applied from the conversation header
- Block a shopper who abuses the chat, and unblock them later
The composer
Reply with products, discounts and AI drafts
Your team replies with the same cards the AI uses. Insert a product and the shopper gets a card with options and Add to cart. Insert a discount from your active Shopify codes and it arrives as a discount card.
Draft with AI writes a reply from the conversation for your teammate to edit and send. A draft uses credits, like an AI reply.
- Bold, italic and links
- Up to 5 attachments per message
- Insert up to 3 products and one discount code
- Draft with AI, with a label saying how well your store's answers cover it
Customer profile
Know who you're talking to
Next to each chat, a profile panel shows who the shopper is and what they've ordered. Guests are marked as not linked to a Shopify customer, and an email a shopper typed in the chat is marked as given in chat.
- Name, email, phone, language and channel
- First and last seen, and earlier conversations
- Orders count, lifetime value and up to 5 recent orders
- A link to the customer in your Shopify admin
After they leave
Replies that still reach the shopper
If a shopper gave their email and closed the chat, your teammate's reply goes to them by email about 3 minutes later, one email per stretch of replies.
Forward your support address to WOLE and customer emails land in the same inbox, answered by the same AI unless you switch that off. Your team's replies go out by email in your store's name.
The details
Limits and options in the inbox today.
- Conversation statuses
- Assistant handling, Needs a human, With a teammate, Resolved and Blocked.
- Finding a chat
- Search by name, email or visitor number. Filter by channel, assignee, unread and tags.
- Shopper presence
- Online, then “Active N minutes ago” after 2 minutes without activity, and Offline after 10.
- Attachments
- Up to 5 files per message, both ways. Shoppers' files are stored in your Shopify Files.
- Cards from your team
- Up to 3 products and one discount code per message.
- Order figures
- Orders count and lifetime value cover the orders Shopify lets the app read, which by default are recent ones.
- Typing
- Shoppers see dots while a teammate types. You can turn this off.
- Support email
- Forwarded emails land here as conversations, and your team's replies go out by email in your store's name.
Questions about live chat
Can my team take over a chat from the AI?
Yes. Any teammate can take over a conversation, and the assistant stops replying there. When you're done, hand it back to the assistant or resolve it, and the assistant answers the shopper's next message.
Can teammates send products and discounts in the chat?
Yes. The composer can insert up to 3 products and one discount code per message. Shoppers see them as the widget's own product and discount cards.
What happens if the shopper leaves before we reply?
If the shopper gave an email, your teammate's reply is sent to them by email about 3 minutes later, with one email per stretch of replies.
Do support emails show up in the same inbox?
Yes, once you forward your support address to WOLE. Each email becomes a conversation next to your chats, and your team's replies go out by email in your store's name.
Does Draft with AI use credits?
Yes. A draft is written by the same AI that answers shoppers, so it uses credits like an AI reply. The draft lands in the composer for your teammate to edit and send. Draft with AI is on Starter and above.
Give your team one place to answer
Install WOLE free. The AI handles what your store can answer, and your team takes the rest.