The live-chat widget is the second channel into the same CS inbox your email flows through. Same classification, same AI drafting, same guardrails — the only difference is the customer is still on your site and expects an answer in minutes, not hours.
Installing the widget
- 1In CS settings, open the chat section and copy your widget script tag. It's unique to your store — don't share it between stores.
- 2Add the tag to your storefront theme so it loads on every page where you want chat available.
- 3Load your storefront and confirm the widget appears. Send yourself a test message.
- 4Watch it land in the CS inbox as a thread, alongside your email threads.
One inbox, one standard
Chat threads run the same pipeline as email: classification, policy-grounded AI drafts, and the Reply Judge scoring every draft before anything sends. A chat answer is held to the same factual and policy standard as an email answer — speed doesn't buy the AI a lower bar. Each AI-handled resolution meters the same 3 credits regardless of channel.
When a human takes over
Anything the pipeline isn't confident about — or anything in the hard-route categories like legal and GDPR — escalates to Needs-Attention for a human, and chat's real-time nature means those escalations deserve a fast eye. If nobody is available, honest asynchrony beats fake liveness: the thread continues over email rather than leaving a customer staring at a typing indicator.
Chat raises the speed expectation, not the accuracy budget. The judge doesn't know what channel it's scoring.