Live Chat

Live Chat for Shopify: AI That Knows When to Hand Over

Most conversations on your store do not need a human. Some absolutely do. Flyweight combines an AI chatbot for Shopify that handles the routine stuff with unlimited live chat and human takeover for the moments that matter. Your team can jump into any conversation and reply as a person, and the AI steps back until they are done. Best of all, the human side is included free. You only pay for AI Interactions.

Introduction

Live chat still drives conversions. When a shopper is unsure about a high-consideration product, the right size, or a sensitive returns issue, a real human reply at the right moment builds trust in a way deflection cannot.

The problem with traditional live chat tools is the pricing model. Most charge per agent seat or per live chat conversation, so covering busy periods gets expensive fast.

Flyweight works differently. The AI Agent handles volume around the clock, and live chat is there whenever your team wants to step in, without metering the human side. You can scale support without watching your bill grow with every seat.

Why Live Chat Still Matters

• Some conversations need a human. Edge cases, frustrated customers, and high-value carts are where a personal reply protects revenue and brand trust.
• Speed closes sales. A fast human answer during checkout hesitation can be the difference between an abandoned cart and an order.
• AI + human works better together. The AI grounds its answers in your store's Knowledge Graph and handles everyday questions. Your team can focus on the conversations where they add the most value.

Because live chat and takeovers are included free, you are not penalized for showing up for your customers.

How Live Chat Works, Step by Step

Step 1: The AI handles the conversation

Every message is answered by the AI Agent, grounded in your real store data: products, pages, policies, and order status. That means most conversations resolve on their own.

Step 2: You see everything in one inbox

Active and past conversations all land in your Flyweight inbox. Filter by topic, route, language, or time to find what needs attention. Tip: filter on Fallback to spot what the AI could not answer.

Step 3: Take over in one click

Open any conversation and reply as a human. The moment you take over, the AI steps aside, so there is no clash between bot and agent in the same thread.

Step 4: Hand it back when you are done

Finish the conversation or hand it back to the AI to keep watching. Nothing gets lost, and the customer gets one seamless chat experience.

Step 5: Understand every language

Do not share a language with the customer? Translate any chat session into your own language right in the inbox, so you can help shoppers wherever they are.

Benefits for Merchants and Customers

For Merchants

• Included free: unlimited live chats and human takeovers, no per-seat fees and no separate live chat tier.
• Scale without surprise costs: the AI absorbs peaks, while your team focuses on the conversations that move revenue.
• One inbox, full context: every conversation in one place, fully filterable, with the AI's history right there.
• Stay in control: jump in, hand back, and set fallback rules for what happens when the AI is unsure.

For Customers

• Always answered: the AI replies 24/7, and a human is one step away when it matters.
• No repeating themselves: agents can pick up with the full conversation already in view.
• Help in their language: inbound messages are understood and can be translated for your team.

Inbox, Takeover & Fallback

Live chat is built to fit the way your team already works:

• Human takeover: reply as yourself in any conversation. The AI yields automatically.
• Filtering: segment sessions by topic, route, language, or time, and filter on Fallback to coach the AI with new content or a route.
• Fallback routing: decide what happens when the AI is not confident. Collect details, offer a form, or invite a human.
• Privacy by design: Flyweight is GDPR & EU-AI-Act compliant, so customer conversations are handled responsibly.

For a guided walkthrough, book a quick demo with our team.

FAQ

Conclusion

Great support is AI-first, not AI-only. Let the AI Agent handle everyday questions across your store and channels, and keep unlimited live chat and human takeover ready for the moments that need a person, included free, with no per-seat fees. It is a cost-effective way to be there for every customer.