Shopware Live Chat Integration

Add MyLiveChat to your Shopware app

Shopware 6 builds its Storefront from Twig templates, and the supported way to add third-party code is to extend the base template from your own theme rather than editing the platform. Override storefront/base.html.twig in your theme and add the chat code to the script block at the end of the body.

Use this guide to add MyLiveChat to Shopware. The free plan includes one agent, unlimited chats, and unlimited websites — no credit card required.

If you do not have a MyLiveChat account yet, create a free MyLiveChat account.

Start free

Sign in to the MyLiveChat web console and click Deployment menu on the left. Choose Embedded Chat tab and copy the MyLiveChat code.

1. In your own theme or plugin, create Resources/views/storefront/base.html.twig.
2. Start the file with {% sw_extends '@Storefront/storefront/base.html.twig' %} so you inherit everything the default template does.
3. Override the base body script block, call {{ parent() }} first so Shopware's own scripts still load, then paste the MyLiveChat code from Step 1 after it.
4. Clear the cache and rebuild the storefront theme, then reload your shop.

Extending rather than replacing is the important part. If you omit {{ parent() }} you remove Shopware's own storefront scripts from every page, which breaks the cart and checkout — a much larger problem than a missing chat button.

Do not assume the install worked because you saw no error. Open your site in a private browsing window and walk through this once:

1. Look for the chat launcher on the page. If it is missing, view the page source and search for mylivechat to confirm the code is really being served.
2. Start a chat as a visitor and send a test message.
3. Sign in to the web console and confirm the message arrives and that you can reply.
4. Close the chat and check the transcript is saved, so you know follow-up will work.

Clear the cache and rebuild the theme after every template change. Shopware compiles and caches the Storefront aggressively, and an edit that appears to have done nothing is almost always a cache that has not been cleared.

• The platform template was edited directly. Changes inside the Storefront bundle are overwritten on the next update. Always override from your own theme or plugin.
• {{ parent() }} was omitted. Replacing the script block instead of extending it strips Shopware's own JavaScript and breaks the storefront.
• The cache was not cleared. Shopware serves compiled Twig and a built theme. Clear the cache and rebuild the theme, or the change will not appear.
• Only one sales channel was checked. A Shopware installation can serve several sales channels with different themes. Confirm the one your customers actually use.

After setup, sign in to the web console to answer visitors from your browser. You can also use the desktop app from the download page if your team prefers it.

Want the AI to answer first? Point the AI assistant at your site content and it handles routine questions 24/7, then hands off to a human with the full transcript when one is needed.

Shopware stores tend to sell considered purchases with real specifications, and shipping, sizing and compatibility questions are what stand between a full basket and an order. Chat answers them at the moment they are asked.

Because the widget is loaded from your theme, it survives Shopware updates and applies to every page of the storefront, including the checkout, where the most expensive hesitation happens.

Which file do I override?

storefront/base.html.twig in your own theme or plugin, extended with sw_extends so you inherit the default template.

Why did my change not appear?

Shopware caches compiled templates and builds the theme assets. Clear the cache and rebuild the storefront theme.

Do I have to call parent() in the block?

Yes. Without it you replace Shopware's own scripts instead of adding to them, which breaks the cart and checkout.

Does it apply to every sales channel?

Only to the channels using the theme you edited. Repeat it for other themes, or confirm which channel your customers use.

Is it really free?

Yes. One agent, unlimited chats, and unlimited websites are free forever, with no credit card required.

Colours, position, language, the pre-chat form and your offline message are all set in your MyLiveChat dashboard rather than in your Shopware code, so you can change them without editing your project again. See customization options for what can be changed, and visitor monitoring if you want to see which page a visitor is on before you reply.

New to live chat? Start with how to add live chat to your website and the live chat launch checklist, then live chat best practices once you are answering real conversations. Also useful: Live chat for abandoned carts and Live chat for mobile visitors. If you are worried about page speed, see does live chat slow down your website.

If anything is unclear, contact our support team from the chat button on this page or visit the Support page. We can help you choose the right setup path.