Using Chat in your Shopify Admin

Lucky Orange's Chat lets you talk with visitors in real time, right from your Shopify Admin. This doc walks through four things: where to find Chat, how to set up proactive Chat Invites, where chat-related settings live, and how to view past chat responses.

Where to access Chat

How do I get to Chat?

From your Shopify Admin, find Apps in the left navigation and click Lucky Orange.
In the expanded menu, click Chat.

What will I see on the Chat page?

You'll land on your Inbox, split into two panels:

Left panel — your list of conversations, organized under three tabs:
- Inbox — new, unread conversations
- Waiting — conversations awaiting a reply
- Archive — closed conversations
Right panel — the open conversation thread, with a reply box at the bottom

A search field and filter button sit above the conversation list to help you find specific chats.

Setting up Chat Invites

Chat Invites let you proactively prompt visitors to start a chat, rather than waiting for them to reach out first.

How do I get to Chat Invites? Click the invite icon next to the search bar at the top of your Chat Inbox.

What will I see on the Chat Invites page?

A list of your chat invites, with a column for each of the following:

Name — the invite's name
Status — its current state (e.g. Draft, Active, Paused)
Visitors Reached — how many visitors have seen the invite
Response Rate — the percentage of visitors who started a chat after seeing it

How do I create a new Chat Invite?

Click New Chat Invite in the top-right corner of the page. The builder walks you through four steps:

Step 1: Setup Choose what displays alongside your invite message — Team Member, Company Icon, or None (if Team Member, select who). Write your invite message, then optionally turn on Display full message in invite bubble (by default, messages are truncated after 3 lines to spark interest) and Auto-hide invite after 30s.

Step 2: Triggers Choose Simple or Advanced trigger options, then set:

Location on website — Any Page or Specific URL
Devices — Any Device, Desktop, Tablet, or Mobile
Delay — No Delay, Time, Scroll, or Event

Step 3: Timing Decide when the invite should show: When available to chat, During office hours, Outside of office hours, or Anytime.

Step 4: Review Double check everything, then hit Save/Launch at the top of the page.

Chat Settings

Chat has its own dedicated Chat Settings page, accessible via the settings icon in your Chat Inbox. It's organized into three tabs: Appearance, Behavior, and Saved Replies.

Appearance

Chat Launcher — turn the chat button on your site on or off, and set its position and size
Accent Color — set the color used across your chat widget. This color is shared across Surveys, Announcements, and Chat — you can't set a unique color for each
Company Icon — upload a logo to brand your chat experience (optimal size: 80x80px)
Operator Header — customize the top area of your personal chat window (alignment, background color)
Introduction Header — customize the top area of the chat window visitors see when they initiate a chat (header image, company title)
Introduction — set up the pre-chat form that gathers a bit of information before handing a conversation off to your team, plus a thank-you message
Away Form — customize the form visitors see if you're offline or don't respond within 45 seconds; by default, submissions go to the account owner's email
Office Hours — set your time zone and your available hours for each day of the week

Behavior

Away From Delivery — by default, Away Form submissions go to the account owner's email; enter alternate email(s) to route them elsewhere (comma-separated for multiple)
Auto Away — automatically mark yourself "Away" after a period of inactivity (5, 15, 30, or 60 minutes). While Away, you won't receive routed chats, and the Away Form becomes active if no other team members are available
Feedback Collection — when turned on, visitors are prompted to rate the conversation once you archive it
Conversation Forwarding — when turned on, a CSV transcript is automatically emailed to the address(es) you enter once a conversation is archived

Saved Replies

Lets you set up reusable message templates for common responses.

*Note Lucky Orange does not offer a chatbot or AI generated responses at this time.

Viewing chat responses

There are two places to review chat activity, depending on what you're looking for.

How do I see individual chat conversations and transcripts? Go to Chat Log. Each row shows:

Visitor — who the conversation was with
Team Members — who on your team responded
Last Message — a preview of the most recent message
Rating — the visitor's rating of the conversation, if given
Feedback — any feedback text left by the visitor
Activity — a link to view the full conversation activity

How do I see overall chat performance? Go to Chat Activity, which shows three summary cards — chats by day, chats by time, and average chats per day — along with a detailed activity table below.