How do I use Shopify support chat workspaces?

A Chatref workspace is your container for everything - knowledge base, AI agent settings, live chat widget, and the support team that handles chats. For Shopify merchants managing multiple stores or large support squads, workspaces let you:

• House each store independently. One workspace per store means the AI pulls answers from that store’s own docs (policy pages, product descriptions, FAQs) and nothing else.
• Assign different agent teams. Add your Shopify support agents to the workspace so they only see chats from that store. This is how you manage customer service chat teams on Shopify without mixing queues or permissions.
• Tune the widget per workspace. Customize the chat bubble’s brand and primary color for each store.

To set up: go to your Chatref dashboard, create a workspace, upload that store’s content (URLs, PDFs, or text), and invite agents. The workspace ID is then used when embedding the widget on that specific Shopify storefront.

When a customer starts a chat on your Shopify site, the AI agent in that workspace handles the question first. If the bot can't resolve the issue or the customer asks for a person, the shared inbox steps in. Every agent assigned to the workspace sees the same conversation, with full history and context.

Key actions that help you organize live chat on Shopify:

• Take over in real time. An agent can jump in, review the AI’s suggestions, and continue the conversation without the customer noticing a switch.
• Keep context across handoffs. Notes, tags, and previous messages stay with the thread, so no one asks “What’s the order number again?”
• Work as a squad. One agent can pick up a chat while others handle email or other stores - all from the same shared inbox view, filtered by workspace.

Conversation tags let you label every chat automatically or manually, turning a busy inbox into a searchable, sortable record. In your Shopify support workspace, use tags to:

• Mark chats by topic: #returns, #shipping, #product-questions.
• Track urgency: #escalated, #vip-customer.
• Identify the channel or store (though workspaces already isolate stores, tags can add a layer like #wholesale vs #retail).

Chatref can apply tags automatically based on what the customer types - grounded in your content - so your team sees patterns without manual tagging. When you review the conversation inbox, filter by a tag to prioritize similar issues and answer them faster.

Every workspace has a unique widget code. To use support widget workspaces on Shopify:

1. Inside the target workspace, go to Widget settings and copy the embed snippet.
2. Paste it into your Shopify theme (Edit code > theme.liquid, just before </body>).
3. Add your store’s domain to the allowed origins list under the workspace’s widget settings.

Once embedded, all chats from that store flow directly into that workspace’s inbox. If you later launch a second store, create a new workspace and repeat the process. This way, each store’s live chat stays isolated yet your agents can toggle between workspaces from a single Chatref account.

How to use workspaces in Chatref for Shopify store

1. Log into your Chatref account and create a new workspace for your Shopify store.
2. Upload that store’s support content (FAQ page, shipping policy, product docs) so the AI answers accurately.
3. Invite your support agents to the workspace - each team member will see only the conversations and tools for this store.
4. Copy the workspace’s widget embed code and add it to your Shopify theme; whitelist the store’s domain.
5. All chats from that storefront now appear in the workspace’s shared inbox, ready for AI resolution or human takeover.

Steps to organize live chat teams on Shopify

1. Create a dedicated workspace for each store or team division.
2. Add agents to the relevant workspaces.
3. Set the AI agent’s grounding content and brand voice per workspace.
4. Use conversation tags to label chats by topic or priority.
5. Let the shared inbox handle handoffs: agents collaborate on live conversations with full context, no confusion.

Managing support widget workspaces

• Each workspace has its own widget configuration, grounding documents, and agent list - keep them separate to avoid cross-store chatter.
• Switch between workspaces from the left sidebar; unread conversations are scoped to the active workspace.
• Update the widget (brand color, greeting text) per workspace without affecting others.
• Use the same workspace structure when your Shopify operations expand, adding new workspaces for each store or language.