# Live chat that knows the order.

Aide Chat adds live chat to your Shopify store from the theme editor. The AI agent answers at any hour with live orders and tracking, and your team steps in whenever it wants.

Aide Chat is a live chat app for Shopify stores. The Aide AI Agent answers shoppers with their real orders, tracking and your products, and your team can take over any chat from Aide's inbox.

Source: https://aide.app/shopify/live-chat · Updated 2026-11-06 · By Ziyad Basheer

| | |
|---|---|
| Install | Switch on the Aide Chat app embed in your theme editor. No code. |
| Shoppers | Logged-in customers are recognised; their past chats follow them across devices. |
| Answers with | Live orders, tracking, your products and your help content. |
| Your team | Replies or takes over in the same chat, from Aide's inbox. |
| After hours | The AI agent keeps answering; follow-ups reach shoppers by email. |
| Price | Free plan with 150 AI replies a month. Human replies are always free. |

## The question is about an order. So is the answer.

A shopper asks from your storefront. Aide finds their order, reads the live tracking and answers in one message, with the tracking card attached.

When they want a person, "Talk to a person" hands the chat to your team at once, with the order and the conversation already there.

> Customer: Hi, my order #4127 was supposed to arrive yesterday. Where is it?
>
> Aide: It's with UPS and out for delivery today. It was delayed a day at the Louisville hub, and the new estimate is by 7pm. Here's the live tracking.
>
> Order #4127 verified · UPS: out for delivery

## More than a chat bubble

Everything a shopper asks about, answered in the window they already have open.

- Orders and tracking: Order and tracking cards, with live status from Shopify, UPS and FedEx.
- Order changes: Verified shoppers cancel, change an address or start a return in the chat.
- Product questions: Answers about the product on screen, with product cards and add to cart.
- Proactive messages: Open a chat on the pages and moments you choose, never at checkout.
- Help from the order page: The "Get help with this order" button in customer accounts opens a chat with the order attached.
- Ratings: A 1 to 5 star rating after each chat, reported for Aide and your team.

## Live on your store in minutes

Install from the Shopify App Store and switch the chat on in your theme.

- Install Aide: Add Aide from the Shopify App Store and sign in. The Free plan needs no card.
- Switch on the app embed: In your theme editor, turn on Aide Chat and save. It starts in your logo and colours.
- Try it, then go live: Ask the chat what your customers ask, as a test customer with real orders.

## Frequently asked questions

### How do I add live chat to my Shopify store?

Install Aide from the Shopify App Store, then switch on the Aide Chat app embed in your theme editor and save. There is no code to paste, and the chat takes your store's logo and colour.

### Is Aide Chat a chatbot or live chat?

Both, in one window. The Aide AI Agent answers first, and your team can reply in the same chat at any time, or take over when a shopper asks for a person.

### Do I need a helpdesk to use Aide Chat?

No. Chats land in Aide Helpdesk, which is free for up to 2 team members, with assignment, macros and Shopify orders beside each conversation.

### What happens when no one is online?

The AI agent keeps answering, and you decide what it tells shoppers outside your business hours. If a shopper leaves before your team replies, the reply reaches them by email and their answer comes back to the same conversation.

### Can I use Aide Chat as a chat widget on a website that isn't on Shopify?

Yes. Paste the chat snippet into any website and Aide answers from the pages and articles you import, with your team in the same chat. Order lookups and changes need a connected Shopify store.

### Does Aide Chat work in Shopify checkout?

On Shopify Plus, Aide Chat can run in checkout as support-only chat that opens when the buyer clicks it. On every plan it works on the thank-you page.

### How do I contact Shopify's own support by chat?

Shopify's support for merchants is in the Shopify Help Center at help.shopify.com, where store owners log in to reach Shopify Support. Aide Chat is for your own customers, not for contacting Shopify.

## Set it up
- [Install Aide Chat on your website](https://docs.aide.app/aide-chat/install-widget)
- [Chat in Shopify checkout, the thank-you page and customer accounts](https://docs.aide.app/shopify/shopify-checkout-chat)

## Related
- [Aide Chat: the AI chatbot for ecommerce](https://aide.app/chat)
- [The right message on the right page.](https://aide.app/chat/proactive-messages)
- [Support that keeps answering after you log off.](https://aide.app/guides/after-hours-customer-support)

Start free: https://my.aide.app/register