Chat in checkout and after the order
Your floating chatbox lives on your storefront theme, so it stops at the checkout. Chatty ships two separate Shopify extensions that carry the chat through the rest of the buying flow:
- Chat in checkout — customers can ask a question at the payment step instead of abandoning the cart.
- Chat on the thank you page — customers can ask about the order they just placed without leaving the page.
Both are turned off until you add them yourself in Shopify's checkout editor.
Before you start
- Turn on Display chatbox on your store in Chatbox. Both extensions read that switch, and neither one renders while the chatbox is off for your store.
- Adding apps to the checkout page requires the Shopify Plus plan. The thank you page accepts apps on every Shopify plan, so start there if you don't see the checkout step.
Add the chat to your checkout
In your Shopify admin, go to Settings → Checkout
Under Configurations, on the checkout profile you use, click Edit
Open the Checkout page in the editor
Click Add app block and pick checkout-chat by Chatty
Click Save
Add the chat to your thank you page
Same editor, different page.
In the checkout editor, switch to the Thank you page
Click Add app block and pick thankyou-chat by Chatty
Click Save
Messages sent from the checkout and the thank you page land in your normal Inbox, on the same conversation as the rest of that customer's chat. Your AI agent answers them under the same instructions and training data.
Order tracking pixel
Chatty also installs a customer event pixel on your store. You don't add it, and there's nothing to configure — it appears in Settings → Customer events in your Shopify admin.
The pixel reports four shopping moments back to Chatty:
| Event | What it tells Chatty |
|---|---|
| Product added to cart | The customer put an item in their cart |
| Product removed from cart | The customer took an item back out |
| Checkout started | The customer reached the checkout |
| Checkout completed | The order went through |
Your AI agent uses these to answer in context — for example, knowing what's sitting in the cart when a customer asks whether an item ships in time.
The pixel is registered for analytics only. It doesn't run for marketing or preference purposes, it never sells data, and it follows the customer privacy consent your store already collects. If a customer declines analytics tracking, the pixel stays silent for them.
Need help?
If the Chatty block doesn't appear in your checkout editor, check your Shopify plan first, then confirm the chatbox is on in Chatbox. Still stuck, contact us from your Chatty dashboard with your store URL.
Chatty Help Center