# Shopify

> Add the chat to a Shopify store with the Luxivo app. The AI answers order questions, suggests products and offers discount codes.

Updated 2026-10-28

## With the Luxivo app

1. Install **Luxivo Live Chat** from the Shopify App Store. It opens in your Shopify admin.
2. Click **Connect Luxivo**, sign in (or start a free trial) in the new tab, pick the chat for this store and
   click **Connect**. Your store's addresses (its own domain and the `.myshopify.com` one) are added to the
   widget's allowed websites.
3. Click **Open the theme editor**. Luxivo is already switched on under **App embeds**. Click **Save**.

The chat shows on your store right away. Colors, texts, office hours, proactive messages and the AI are set in
Luxivo (**Chat → your brand**), not in Shopify.

## What your team sees

- **Verified customers**: when a customer is logged in to your store, the chat knows their name and e-mail and
  marks them as verified (Shopify signs the e-mail with your widget's identity secret). The AI can talk about
  their orders without asking for a code first.
- **Cart and orders**: the inbox shows a **Shopify** card next to the conversation with the customer's cart
  (items, quantities, total) and, when they're logged in, their last five orders with status and total. It
  updates when they change the cart. You can turn this off in the theme editor (**App embeds → Luxivo live
  chat**).

The card is marked "Reported by the website": it comes from the customer's browser, so check the order in
Shopify before refunding.

## Sales assistant

Step 3 on the app's page in Shopify, **Sales assistant**, sets what the chat may do with your store. The AI parts
work when the AI agent is on for the widget in Luxivo (**Chat → AI replies**).

- **Answer order questions** (on by default): "Where is my order?" gets an answer with a card: the order, its
  status, the items and the carrier's tracking link. The AI looks up the customer's orders of the last 60 days
  in Shopify. A logged-in customer is verified already. Anyone else first confirms their e-mail with a 6-digit
  code, so nobody sees someone else's orders. Changes, cancellations and refunds still go to your team.
- **Recommend products** (on by default): "Do you have wool hats?" gets up to three product cards with the
  photo, the price, a size or color picker and **Add to cart**. The AI only suggests products it found in your
  catalog, with their real prices and stock. Your team can send product cards too: **Products and offers** next
  to the conversation in the inbox.
- **Offer discount codes** (off by default): one-time codes with your percentage, minimum cart, validity and a
  daily limit. A customer gets at most one code at a time. Codes are offered:
  - by **proactive messages** with **Add a discount code** on (write `{discount}` where the code goes),
  - by your team, with **Send a discount code** in the inbox,
  - by the AI, only when a customer hesitates over the price or shipping, never just because they asked.
  Codes are made in your store (**Discounts** in Shopify, titled "Luxivo chat …") and show in the chat with
  **Apply to cart**.
- **Cart reminder e-mail** (off by default): a customer who left items in the cart gets one e-mail, 1 to 12
  hours later, in your brand's e-mail look, with the items and a link back to the cart. Only customers who
  agreed to marketing e-mails get it (in Shopify, or subscribed to your Luxivo newsletter), at most once a week,
  never after they ordered, and every e-mail has an unsubscribe link. Shopify's own e-mails cover abandoned
  checkouts. These cover carts that never got to checkout. The customer has to be known by e-mail (logged in,
  or they gave it in the chat).

The cart conditions and cart reminders need **Show the team the customer's cart and recent orders** on in the
theme editor (**App embeds → Luxivo live chat**).

## Proactive messages for shops

In Luxivo, **Chat → Proactive**, each message can also wait for:

- **Only with items in the cart**, optionally worth at least an amount (in your store's currency),
- **When the visitor is about to leave**: shows as the pointer heads for the tabs or the address bar, on
  computers.

For example: "Still thinking it over? Here's 10% off: {discount}" when a cart is worth at least 50 and the
visitor is about to leave.

## Plans

On the app's page you can pick a Luxivo plan. Shopify adds it to your store's bill, in USD. A plan started
during your free trial is charged when the trial ends. To change the plan, pick another one there. Uninstalling
the app cancels it.

Already paying for Luxivo on luxivo.app? Connect the store to the same account. The app shows your plan and
doesn't charge you again.

## Without the app

Paste the snippet from **Chat → your brand → Install** into your theme: **Online Store → Themes → … → Edit code**,
open `layout/theme.liquid` and paste it right before `</body>`. Save.

To pass logged-in customers to the chat, add this below the snippet (see [Verified visitors](/docs/verification)
for the signature):

```liquid
{% if customer %}
<script>
  Luxivo("identify", { email: {{ customer.email | json }}, name: {{ customer.name | json }} });
</script>
{% endif %}
```

## Removing the chat

Uninstall the app in **Settings → Apps**. The chat disappears from your theme by itself, and a plan billed
through Shopify ends. Your Luxivo account and conversations stay.