Frequently asked questions

It adds a floating storefront launcher that directs shoppers to channels such as WhatsApp, Messenger, Telegram, LINE, Viber, email, phone, or a custom link. The app does not host the conversation itself.

Create or edit a rule, add at least one valid enabled channel, save it, then select Open Theme App Embed. Enable Social Chat Toolkit in the SHOPLINE theme editor and save the theme.

No. The storefront widget is delivered through a SHOPLINE Theme App Extension and is enabled as an App Embed.

Store information identifies the installed store, content access is used to locate the active theme and open the Theme App Embed, and market access is used to read SHOPLINE markets for rule targeting. Starting with Customer Support, the app also requests order-read access so Pro merchants can offer secure order lookup using the order number and checkout email. It does not provide unrestricted customer-list access to storefront visitors.

Supported options include WhatsApp, Messenger, Telegram, LINE, Instagram, WeChat, Viber, Zalo, Discord, KakaoTalk, TikTok, X, email, phone, and custom links. Availability depends on whether a valid destination can be created for the selected channel.

Yes. Assign a rule to one or more SHOPLINE markets. Visitors are matched using the country or region selected in the storefront. Markets without a dedicated assignment use the default rule.

A market decides which rule, channels, and contact destinations are used. Store language only decides which storefront copy is shown when language-specific copy is enabled. Switching to the France market does not automatically switch the store to French.

Yes. Each channel can be shown on all devices, desktop only, or mobile only. The rule itself also has desktop and mobile visibility controls.

On desktop, hovering or focusing the main launcher expands a vertical channel rail. On mobile, tapping the launcher opens the available channels. A single enabled channel may open directly.

It is an optional form shown before a shopper opens a configured channel. Merchants can collect a request type, order reference, and short description, then use those values to build a prefilled message. WhatsApp and email support direct message prefilling; other compatible channels copy the message before opening. Phone and WeChat use direct opening only.

No. The shopper’s answers and generated message are processed in the browser and are not sent to the Social Chat Toolkit server. If anonymous analytics are enabled, only form interaction counters such as open, submit, skip, and cancel are recorded.

No. Anonymous analytics are disabled by default and must be enabled by the merchant.

Customer Support is a Pro feature that combines merchant-managed FAQ, secure order lookup, order tracking, and a handoff to the ChatLink channel the merchant already configured. It does not store shopper-to-merchant chat messages. Existing Free merchants may receive a one-time internal feature trial when the unified storefront experience is released.

No. After a successful verification, the browser can save a limited order-status snapshot and a signed refresh credential for that specific store and order. The checkout email is not persisted in browser storage. The refresh credential expires, after which the shopper must verify the order again.

When enabled, it records aggregated widget views, launcher clicks, channel clicks, and browser handoff results. It does not record chat content, names, phone numbers, destination URLs, page content, orders, or customer profiles.

It is the percentage of channel clicks that the browser accepted as a navigation, copy, email, or phone action. It does not prove that the external app loaded or that a shopper sent a message.

Yes. Merchants can export aggregated data as CSV, choose a 30, 90, or 180-day retention period, or permanently delete all analytics from the app.

Check that the rule and widget are enabled, at least one channel has a valid destination, the current market matches the intended rule, the current device is allowed, and the Theme App Embed is enabled. Then refresh the storefront.

Confirm that both the rule and channel allow mobile display, that the current market matches the rule, and that the destination is valid. Also check whether the phone is requesting the desktop version of the site.

Most changes appear after a storefront refresh. Short-lived browser or edge caching can cause a brief delay, so close and reopen the page or use a private window when testing.

The widget needs to reach the app's public configuration endpoint. Cross-border routing, DNS, TLS filtering, VPNs, ad blockers, or local network policies can affect that request. If the endpoint cannot be reached, the widget hides itself so it does not disrupt the storefront.

Open Social Chat Toolkit in SHOPLINE Admin and select Feedback & Support. Create a ticket and continue the conversation there. Developer replies appear as unread notifications in the app.

No. A closed ticket is permanently locked for both parties. Create a new ticket for a new or continuing issue. A resolved ticket may be reopened unless it has been closed.

The storefront widget stops receiving active configuration and access credentials are deactivated. When SHOPLINE sends the merchant data deletion request, the app removes the store's configuration, tokens, analytics, and support records.

Email support@toolkit.fans. For privacy requests, email privacy@toolkit.fans.