Setup

How to add live chat to a Shopify store

The steps to put a live chat widget on a Shopify store, and where the code goes so the widget loads on every page.

By DataConfluxLab · Published 2026-10-06 · 3 min read

Adding live chat to a Shopify store takes a few minutes. You copy one script tag from your LiveChatDock dashboard and place it in your theme, so the widget loads on every page of the store. Shopper questions often come up just before a purchase, so a widget that is live on the product and checkout pages can make a real difference to conversions.

What you need

• A LiveChatDock workspace. The 14-day trial needs no credit card.
• Access to your Shopify admin, with permission to edit theme code.
• The script tag from your LiveChatDock dashboard.

Where the code goes

In Shopify, open Online Store, then Themes, then Edit code. Find the file named theme.liquid. Paste the script just before the closing body tag, then save. Shopify's menu names change from time to time, so if your screens look different, check Shopify's current help pages for editing theme code.

Save a copy of the original theme before you edit it. If something goes wrong, you can restore it in a few clicks. Editing the theme is safe when you keep the original, so do this every time.

Check that it worked

Open your store in a private browser window. The chat launcher should appear in the corner. Visit a product page and a cart page, since the widget should load on both. Send a test message from the storefront and confirm it shows up in your LiveChatDock inbox.

Make it match your store

In the dashboard you can change the widget colour, its position and the text on the launcher, so it fits your brand without any code changes. Choose a colour that matches your store's buttons, and keep the launcher away from the main purchase button so it does not get in the way.

The custom widget page explains each setting. If you run more than one store, the agencies use case shows how a single workspace can cover several sites.

Set up answers for the common questions

Decide who answers chats, then write canned responses for shipping, returns and sizing. Those three topics cover most of what shoppers ask before they buy. The canned response examples include ready wording for each one, which you can adapt to your own policies.

Choose a welcome message for each page

A product page and a cart page need different opening lines. A shopper on a product page may ask about sizing or stock. A shopper in the cart may be worried about delivery or returns. The welcome message examples give starting points for each situation.

Before you go live

Check your shipping, returns and sizing answers against your current policies. Make sure the person who answers chats knows the stock and delivery details. Then turn the widget on for all visitors. If you want to start small, place the widget on your product pages first, then extend it to the rest of the store once the replies are working well.