Live Chat & Inbox (Cloud)

by Shop Studio

Native live chat and inbox for Shopware Cloud. Real-time customer communication with cart context, AI reply suggestions, product sharing, and discount codes.

Expected release: October 2026

Compatible with:

Cloud Self-hosted

Includes:

All updates

During the subscription all released updates are included for free

Support from the Extension Partner

In case you have any problems with your extension you can always ask the Extension Partner for help.

Description

Highlights

Native Shopware Cloud integration – Deep access to Shopware data: cart, orders, customers and products — no third-party account needed
Live customer context – See cart contents, order history and browsing behaviour in real time while chatting — the data your competitors can only dream of
AI-powered instant answers – FAQ bot and AI reply suggestions handle routine questions automatically, reducing support volume from day one
Sales tools in every chat – Share product cards and discount codes directly in the chat window to turn support conversations into sales
Full team management – Assign conversations, set business hours and track performance — everything a growing support team needs

Features

Real-time chat widget - Floating chat button with configurable position, color, icon and label text
Welcome messages - Customizable greeting per sales channel and business hours
Pre-chat form - Capture name and email before chat starts — GDPR-compliant consent included
Offline mode - Automatic contact form outside business hours with email forwarding
Live cart context - See the customer's current cart contents in real time while you chat

Order history panel - Full order history with status and value visible next to every conversation
Browsing activity - See which pages and products the customer visited in the current session
Customer lifetime value - Automatically calculated CLV for prioritising high-value customers
FAQ bot (Instant Answers) - Up to 100 predefined questions with clickable answers in the chat window
AI reply suggestions - AI-generated response suggestions based on conversation context and shop data
Intent recognition - Detects customer intent (order status, return, product question) automatically
Product sharing - Send product cards with image, price and buy link directly in chat
Discount code sending - Share existing or on-the-fly generated discount codes in chat
Saved replies - Template library with variable support for fast, consistent answers
Conversation assignment - Route chats to specific agents or departments

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About the Extension

Official extension by Shopware Agency Shop Studio:

Give your Shopware store the live chat it deserves! ShopStudio Live Chat & Inbox is a native Shopware Cloud app that lets you chat with customers in real time — while seeing exactly what is in their cart, which products they have been browsing, and what they have ordered before.

Stop losing sales to unanswered questions. Turn every conversation into a conversion!

Real-time chat widget for your storefront

A beautifully integrated chat button greets your visitors:

➤ Floating chat button — configurable position, color, icon and label text
➤ Customizable welcome message per sales channel
➤ Pre-chat form for name and email (GDPR-compliant consent checkbox)
➤ Offline mode — contact form outside business hours, auto-forwarded by email
➤ Proactive pop-ups triggered by time on page or cart abandonment
➤ Fully responsive — flawless on mobile and desktop

Live customer context — your secret sales weapon

See everything you need to close the sale without asking:

➤ Live cart view: products, variants, quantities and total value in real time
➤ Full order history with status, date and amount
➤ Current browsing session: which pages and products the customer has visited
➤ Customer group, lifetime value and Shopware tags at a glance
➤ Open shipping statuses for all active orders

AI-powered automation & instant answers

Handle routine questions automatically — focus on conversations that matter:

➤ FAQ bot with up to 100 predefined question-answer pairs
➤ AI reply suggestions generated from conversation context and shop data
➤ Automatic message classification (sales opportunity, support, complaint)
➤ Smart intent recognition ("Where is my order?", "I want to return…")
➤ Auto-routing to the right team member or department

Sales tools built into every conversation

➤ Share product cards (image, price, link) directly in chat
➤ Send discount codes — existing ones or generated on the fly
➤ Saved replies with variable support for lightning-fast answers
➤ Internal notes between team members inside a conversation
➤ One-click actions: initiate return, create order, send coupon

Team management & analytics

➤ Assign conversations to agents or departments
➤ Configurable business hours per sales channel
➤ Conversation metrics: volume, response times, resolution rates
➤ Conversion tracking: revenue attributed to chat-assisted sessions
➤ Optional CSAT rating after chat close

Some additional interesting links

➤ Uptime monitoring & status check: https://uptime.shop-studio.io/status/shopware-extensions
➤ Looking for a Shopware agency for your online store? Contact us: https://www.shop-studio.io/en
➤ If you need technical support, please open a support ticket: https://account.shopware.com