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Confirm the intended tawk.to account, property and chat widget before adding chat to the shop. Review current service terms separately from the integration setting.

Prepare the account and the people answering

tawk.to describes its live-chat service as a way to answer website visitors and review visitor information. Plan who will respond, their availability and which shop they represent before adding the widget. For example, a visitor asking whether a bag fits a laptop needs an accurate product answer from the intended team.

The provider offers free live-chat software alongside optional add-ons. Some additional services have charges. Check the current features, property scope and terms in your intended account before choosing extras; adding the ShopTill-e widget setting does not itself subscribe you to a paid service.

If you need a new tawk.to account

1. Use the provider’s desktop account-creation guide. If your business already has the correct account, sign in to it instead of creating a duplicate.
2. Follow the provider’s Get started route. Its guide describes entering your name, email and password, then signing up. Review the current form and terms before submitting.
3. Open the confirmation email and verify the address using its confirmation link. If it is missing, check junk/spam and use the provider’s help route rather than repeatedly creating accounts.
4. After confirmation, check the intended account and property in the dashboard before retrieving a widget identifier.

Allow time for email verification, property setup and the two-way conversation check below. There is no fixed completion time for every shop. Do not share the account password in a support request.

Find the correct widget

1. Sign in to the intended tawk.to account and select the correct property.
2. In Administration → Overview, check the Property ID beneath the Property Image, following tawk.to’s identifier guide.
3. Open Chat Widget in Administration and find the Widget ID under Widget Status. Where the dashboard groups its controls under Channels, use Administration → Channels → Chat Widget to find the widget code. Keep the correct property selected throughout.
4. Identify the complete property/widget path after https://embed.tawk.to/ in the intended widget’s code. Ask support to confirm it if uncertain; do not assume the widget is named default.

Review the Builder setting

1. Open Global Settings → General → Online shop.
2. Find Tawk Live Chat Widget ID and retain the current value before an intended change.
3. Enter the confirmed property/widget path for this integration, not the entire script or the URL prefix. The field’s short label should not be read as permission to omit the property or widget part.
4. Review the settings and choose Save Settings only for the intended update.
5. Reopen the stored setting and check the intended public storefront.

Example: more than one widget

If the account has several properties or widgets, match the code to the intended storefront. A correct-looking chat icon does not establish that enquiries go to the right team.

Check the visitor experience

1. Open the intended public storefront and check the actual chat widget, its position and its availability message on the devices customers use.
2. Have the intended operator ready in the correct property’s account. Use a clearly labelled test conversation from the webshop when ready to test.
3. Check that the message reaches that operator and the intended property, rather than another shop or team.
4. Reply from the operator account and confirm the visitor receives the reply.
5. Check what visitors see when an operator is unavailable, and agree who will follow up before relying on chat for customer support.

A stored setting or visible chat icon alone does not establish that enquiries reach the intended people. Keep the storefront, property/widget reference, time and actual result if any stage differs.

If it is absent or duplicated

Keep the shop address, selected property/widget and actual page/device behaviour for support. Check for existing theme or other chat installations before adding another embed. Avoid pasting the full script into unrelated fields to force it to appear.

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