I installed the Chatonbo app on Shopify but the chat is not showing on my store. What is missing?

Almost always one switch: the Chatonbo app embed in your theme. Installing the app from the Shopify App Store connects your store and syncs your products, but Shopify does not turn a theme embed on by itself. In your Shopify admin open Online Store, then Themes, click Customize on your live theme, open App embeds in the left sidebar, switch Chatonbo on, and click Save in the top right. The assistant appears on every page of your store within a minute. The most common miss is the Save button: if you switched it on and the chat only showed inside the theme editor preview, the theme was closed without saving, so open it again and save. Two other checks if it is still missing: make sure you customized the theme that is actually published (Shopify lets you edit a draft theme that visitors never see), and if your store still has the password page on, the chat is there but shoppers cannot reach the store yet. Your Chatonbo dashboard shows "live" the moment the widget loads on the real storefront. If you would rather we do it, send [email protected] your 4-digit collaborator request code (Settings, Users and permissions, Security) and the team switches it on the same day; no password is ever needed.

Updated October 12, 2026