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LiveChat

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Velocity1.7

Customer service and live chat software

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LiveChat layers Workflows automation onto chat, then leans hard into Shopify checkout integration.

customer-supportlive-chatautomationecommerceshopifyconversational-commerce
◆Current state
The two substantive moves visible are a January 2026 Workflows release — a visual automation builder for the kind of trigger-action work support teams have historically wired up in Zapier — and an April push to embed LiveChat into Shopify checkout and thank-you pages plus product-card and order quick access for agents. Several of the most recent feed entries are 'Copy link' share-button captures from news.livechat.com rather than the post content itself, so the feed quality has degraded over the last month.
◆Where it's heading
LiveChat is repositioning beyond the live-chat widget into two adjacent jobs: automate the repetitive support work (Workflows), and shadow the buyer through the commerce funnel (Shopify checkout integration, in-conversation product cards and orders). Both are direct responses to Intercom and Tidio expanding into AI-assisted support and conversational commerce respectively. The product is still chat-first, but the surrounding pipeline of automation and commerce context is where the new investment is going.
◆Prediction
Expect AI-assisted reply suggestions inside Workflows (using the trigger-action graph as guardrails) and the Shopify integration to extend into other commerce platforms — BigCommerce or WooCommerce next. Worth fixing the feed: the recent share-button captures are crowding out actual release posts.

◆Recent moves

  1. 2mo ago

    Quick access to product cards and orders in chat

    Agents get quick access to product cards and orders directly from the chat interface, speeding up commerce-related conversations. Fits the broader push to make LiveChat operate inside the buyer journey, not just adjacent to it. The captured entry is a share-button artifact, but the underlying post is a real release.

    View source ↗
  2. 2mo ago

    LiveChat extends to Shopify checkout and thank-you pages

    LiveChat now runs on Shopify checkout and thank-you pages, extending coverage past the storefront into the highest-stakes part of the funnel. The captured content is the share-link header rather than the post body, but the underlying capability is meaningful for cart-abandonment and post-purchase support.

    View source ↗
  3. 2mo ago

    External outreach webinar promo

    Webinar promo about external outreach. Marketing event, not a product release — and the captured content is the share-button text, not the announcement itself.

    View source ↗
  4. 5mo ago

    Automate your work with Workflows

    ⚡ SPARK

    Workflows ships as a visual automation builder inside LiveChat — set triggers and chain actions to automate the repetitive parts of agent work. This is the most directional release in the captured window: it changes LiveChat from 'a chat widget' to 'a workflow surface that happens to include chat'.

    View source ↗
  5. 7mo ago

    Your emails now link customers straight to the conversation

    Email notifications now deep-link customers back into the same conversation rather than to a generic landing page. Small but real win for continuity in slower-paced async support exchanges.

    View source ↗
  6. 1y ago

    Lightbox images in widget (older release)

    April 2025 widget polish — images now open in a lightbox inside the chat widget. Useful UX detail, but a year-old release that's resurfacing because of feed-source drift, not a fresh shipped change.

    View source ↗