Turning the chat on and off

Hide or show the chat

The chat appears on your storefront through the PixelChat app embed in your theme. The setup guide on the PixelChat home page shows whether it's on in your published theme.

1. 1Go to Online Store → Themes → Customize → App embeds.
2. 2Switch PixelChat off to hide the chat, or on to show it.
3. 3Click Save.

Nothing is lost when you switch it off. Your settings, knowledge entries and recent conversations stay in PixelChat.

Proactive messages

Proactive messages — short messages above the chat button when a shopper seems to hesitate — come with Growth and Scale and are on by default. To switch them off or on, go to Settings → Proactive messages and use Offer help when a shopper hesitates. See Proactive messages.

Removing PixelChat completely

Uninstall the app from Settings → Apps in your Shopify admin. That also cancels your plan; see Cancelling your plan. About 48 hours later, Shopify tells us to erase your store's data, and we delete it. If the store reinstalls PixelChat before then, its data is kept and PixelChat keeps providing the service; it is deleted the same way after a later uninstall. See How long data is kept.

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