Live chat is a chat button on your shop's website. A visitor opens it, gives a mobile number, and writes to you. They can send text, photos, videos, voice messages and files, without making an account. A person from your team, or the AI assistant, answers right there.
Where to find it
- The switch and who answers: Admin › Online store › Marketing channels › Live chat. The owner and people with Live chat settings see it.
- The chats: Admin › My workspace › Live messages. The person chats are given to, people with Live chat — answer website visitors or Live chat settings, and the owner see it. A badge shows unread messages.
How it works
- The visitor opens the chat button on your shop. The box shows your greeting and who will answer, with "Online now" or "Offline now — leave a message, we will reply soon".
- They write their mobile number (needed, 11 digits starting with 01) and, if they like, their name. Then they type or attach something.
- The chat reaches your team. It goes to the person you chose in the settings and shows in their Live messages.
- Or the AI answers first. If you chose the AI assistant, it answers at once from your shop's facts. When it cannot help, it marks the chat for a person.
- Both sides see "typing…" and "seen", like Messenger.
Example: a visitor on Rangdhanu Fashion's product page asks "Is this three-piece available in blue?". The seller sees it in Live messages, answers with a photo, and takes the order by phone using the number the visitor gave.
Good to know
- No account needed. The visitor does not sign in, but a valid mobile number is needed to send, so your team can call back.
- Files up to 10 MB: photos, videos, voice messages, PDFs, text files, and Word and Excel files.
- Files are private. They open only through the chat, for the visitor and for your team.
- The AI does not open photos, voice or files. It tells the visitor a person will look, and marks the chat for a person.
- Once a person answers, the AI stays quiet in that chat.
- The AI uses your own AI account (Claude, ChatGPT or Gemini), and the AI assistant must be part of your package after the free trial. Without it, the chosen person answers.
- "Online now" shows while the AI is answering, or when the person who answers has the admin panel open.
Common problems
- The chat button does not show on the shop. Live chat is switched off. Turn it on in Marketing channels › Live chat.
- A visitor says the message does not send. The mobile number is not valid. It must be 11 digits and start with 01.
Related
Still need help?
Ask in our Facebook group — the team and other shop owners answer there.
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