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Shoppers can reach Aide while they check out, right after they order, and from an order in their Shopify customer account.

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At checkout (Shopify Plus)

On Shopify Plus stores, the chat button sits in the corner of the checkout. Chat here is a support channel only:
  • It opens only when the buyer clicks the launcher. Proactive messages never show at checkout, and a script on your page can’t open it.
  • Aide knows the buyer is checking out and what’s in their checkout, keeps answers short, and points them to the order summary for shipping, taxes and discounts, which it can’t see.
  • Aide recommends products only when the buyer asks. Adding a product from the chat adds it straight to the checkout; if the checkout can’t take new items (an express checkout, for example), the card says so.
  • The welcome screen shows the default greeting with no suggested questions. None of your widget settings switch these back on at checkout.

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On the thank-you page (every plan)

Aide knows the shopper just placed an order, and which one. A shopper logged in to their store account is verified for that order straight away; a guest is asked only for the email they ordered with. Campaigns, suggested questions and recommendations work here as on your store. Orders from checkout and thank-you page chats count toward your sales from Aide, like storefront chats. Only one chat app can be active in a Shopify checkout at a time. If your Aide chat is turned off, nothing shows.

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Order help in customer accounts

In a Shopify customer account, each order’s menu (in the order list and on the order page) shows “Get help with this order”. It opens a short dialog with an “Open chat” button that takes the shopper to your store with the chat open and that order verified, so they don’t type an email or order number.
  • A shopper who opened the order from an email link is asked to sign in first.
  • The link works for 30 minutes and only for the customer who owns the order. A shared or reused link opens a normal chat.
  • If the order hasn’t synced yet, the chat opens without it and the usual lookup still works.
  • If chat is turned off or the store isn’t connected to Aide, the dialog says chat isn’t available.
This needs Shopify’s new customer accounts (legacy accounts don’t show app actions) and the Aide chat app embed turned on in your theme.