Best Magento 2 live chat extensions for 2025: which one is right for your store?

Struggling to find the right live chat for your Magento store?

Many eCommerce add live chat expecting better support but end up with a disconnected tool. A good Magento 2 live chat should sync with your store’s backend for real-time updates on orders, shipping, and returns. Without this, automation is limited, and support stays reactive. 

This guide covers the best Magento live chat extensions and how to choose the right one.

Why integrate live chat into your Magento store?

Shoppers prefer live chat

79% of shoppers prefer live chat because it provides instant answers, reducing frustration and improving the buying experience. When they have a question, they don’t want to send an email or wait on hold.

Recover abandoned carts

Many shoppers abandon their carts due to concerns about shipping, returns, or payment security. Live chat can prevent this, recovering up to 22% of abandoned carts by offering real-time assistance at checkout.

Boost upsells

A generic shopping experience reduces engagement and conversions. AI-powered live chat helps agents suggest relevant products based on browsing history, leading to a 27% increase in upsells. 

For example, if a customer is buying a laptop, the agent can recommend compatible accessories in real time.

Reducing customer support workload

Unanswered questions about shipping, delivery exceptions, returns, or product details can lead to cancellations and unnecessary returns. Real-time support through Magento live chat prevents many of these issues before they escalate.

In addition, a chat integrated with your order system and shipping carriers gives customers instant updates on deliveries and return policies. This reduces WISMO inquiries and helps support teams focus on more complex requests.

The best live chat extensions for Magento or Adobe Commerce

1. Outvio Desk

Outvio Desk is the ultimate post-checkout and customer service solution with a chatbot designed exclusively for eCommerce. From a single platform, you can automate and personalize the post-purchase experience, manage returns and exchanges, and connect sales channels and social media.

Outvio Desk offers deep Magento integration, allowing agents to access real-time order history, shipping status, and customer details without switching between systems. 

You get unlimited agents and tickets at a flat rate, no extra fees per agent. Handle calls, automate tickets, and deploy AI-powered bots to provide 24/7 support. 

Key features

• Native Magento 2 live chat integration with real-time order tracking
• AI-driven automation for faster resolutions and reduced agent workload
• Social media integrations, including WhatsApp and Facebook Messenger
• Unlimited agents and tickets with no additional costs
• Automated returns and exchanges management
• Ai Agents and customizable bots to automate common inquiries 
• Scalable for high-volume eCommerce businesses
• +100 Carrier integrations
• Shipping, fulfillment and branded tracking notifications included

2. Tidio

Tidio is an intuitive live chat available in Magento, known for its easy-to-use interface and automation capabilities. It offers a blend of live chat, chatbot automation, and visitor tracking, making it a great option for businesses that want to offer instant responses while reducing human workload.

Key features:

• Live visitor tracking and proactive chat triggers
• Customizable chat widget with branding options
• Multi-language support for international stores
• Mobile app for real-time customer support on the go

3. LiveChat

LiveChat is designed for businesses that want complete control over their customer interactions. It offers highly customizable chat widgets, automated triggers based on visitor behavior, and a real-time cart tracking feature that enables agents to upsell or assist customers during checkout.

Key features:

• Highly customizable chat widget (colors, position, triggers)
• Real-time cart tracking to assist customers during checkout
• Automated chat invitations based on visitor behavior
• Integrations with 200+ apps, including CRM and email marketing tools

4. Zendesk Chat

Zendesk is a scalable Magento support live chat solution designed for enterprises and large agencies. It integrates with the full Zendesk customer support suite, making it a great option for businesses that already use Zendesk for email, ticketing, and knowledge base management.

Key features:

• Integration with Zendesk’s full customer support suite
• Advanced analytics and customer feedback tracking
• Intelligent chat routing to direct queries to the right team
• Automated chat triggers based on visitor behavior

5. Gorgias

Gorgias is an omnichannel live chat software for Magento designed to help eCommerce businesses centralize customer communication. Instead of juggling multiple platforms, support agents can manage emails, live chat messages, social media inquiries, and even SMS from a single dashboard. 

Key features:s

• Integration with email, social media, and live chat in one dashboard
• Quick responses related to order management 
• Automation tools for handling repetitive inquiries
• Customizable chat widgets with branding options

6. ProProfs Chat

ProProfs Chat is an live chat plugin for Magento designed for lead generation and customer engagement. It uses intelligent pre-chat surveys to qualify leads before they speak to a human agent, helping businesses focus their support efforts on high-value customers.

Key features

• Visitor monitoring and proactive chat triggers
• Sentiment analysis to detect frustrated customers
• Seamless integration with CRM tools
• Customizable chat widget with branding options

7. Smartsupp

Smartsupp is a unique Magento live chat module that stands out due to its built-in video recording capabilities. It records visitor sessions, allowing businesses to identify where customers are struggling and improve their user experience. This feature is particularly useful for reducing customer service inquiries related to website navigation and checkout issues. 

Key features:

• Video session recording to analyze user behavior
• Mobile app for real-time support
• Customizable chat widget with multilingual support
• Free plan available with unlimited chats

8. tawk.to

tawk.to is one of the most budget-friendly Magento live chat extensions, offering a 100% free live chat solution. While it doesn’t have AI automation like some competitors, it’s a great option for startups and small businesses that need basic live chat support.

Key features:

• Free live chat for Magento with no limits
• Customizable chat widget with branding options
• Mobile app for responding to chats on the go
• Canned responses for fast replies
• Multi-language support for global stores

9. Webkul Live Chat

Webkul’s Magento live chat module is a self-hosted solution designed for businesses that want full control over their chat data. Unlike cloud-based alternatives, this chat module is installed directly on your Magento server, ensuring complete data privacy.

Key features:

• Self-hosted Magento live chat extension
• Full data control with local chat history storage
• One-time purchase with no recurring fees
• Multi-agent support with concurrent chat handling

Choosing the right live chat plugin for Magento

Compatibility with your Magento setup

Before selecting one, check if it's optimized for your store’s version, whether it's Open Source, Commerce, or another deployment model. Version mismatches are a common issue, causing integration failures in nearly 38% of cases. If you rely on third-party tools, consider a chat solution with strong API support.

How do I know if a chat is integrable with my current version of Magento?

It’s important to confirm that your server meets the extension’s requirements, like PHP and Node.js versions, to avoid issues.

Using Adobe’s Upgrade Compatibility Tool can help spot potential conflicts early. The best approach is to choose well-supported extensions, stay updated on Magento changes, and reach out to vendors if problems come up.

However, you can avoid all these steps by choosing a live chat that already has deep integration with Magento or Adobe Commerce.

Features that improve engagement and conversions

A live chat tool should do more than just answer customer questions. Look for solutions that offer:

• Self-service order and return management: Customers should be able to check their order status, modify details, or initiate a return directly through chat. This eliminates unnecessary support tickets and speeds up resolutions.
• AI-powered intent detection: Instead of waiting for customers to ask for help, modern chat solutions analyze browsing behavior and cart activity. They detect high-intent shoppers and trigger strategic messages before they leave.
• Automated workflows and ticket routing: A good live chat module for Magento 2 should recognize the nature of the request and assign it to the right team automatically, ensuring urgent issues are prioritized while routine ones are handled efficiently.
• Dynamic responses and smart suggestions: Instead of relying on generic macros, advanced chat solutions analyze previous interactions and provide agents with real-time response suggestions. This speeds up replies while keeping them relevant and personalized.

Customizing the chat widget in Magento: tips and best practices

A live chat widget should feel like an extension of your Magento store, not an add-on. When properly customized, it enhances brand awareness, builds trust, and improves engagement.

Here’s how to tailor it to match your brand:

Consistent design

Align the chat widget with your store’s branding by using your colors, fonts, and logo. A visually cohesive chat experience makes the interaction feel natural rather than disruptive.

Branded chat behavior

Customize how and when the widget appears. Set proactive triggers for key moments, like a delayed checkout process or repeated visits to a product page. Ensure the timing and message style match your brand voice.

Personalized greetings

Instead of a generic "How can we help?" message, tailor the initial interaction. Use dynamic content to greet returning customers by name or acknowledge their recent order history.

Custom agent profiles

Display real photos or brand-themed avatars for support agents instead of default icons. A humanized chat experience increases engagement and trust.

Localized messaging

 If your store serves multiple regions, configure the chat to detect the visitor’s language and adjust responses accordingly. Personalized multilingual support improves accessibility and global reach.

Integrated product suggestions

Use AI-driven chat tools to recommend products based on the customer’s browsing behavior, cart contents, or past purchases. This turns live chat into a conversion-driving feature rather than just a support tool.

How much do they cost? 2025 price comparison

Don't settle for the basics

A generic chat widget is a missed opportunity. Every interaction with your customers should reinforce your brand, build trust, and drive engagement. By customizing your chat widget—aligning it with your store’s design, automating personalized responses, and integrating product recommendations—you turn live chat into a powerful brand asset, not just a support tool. Customers remember experiences that feel tailored to them.

Don’t settle for the basics—make your chat widget an extension of your brand and a key part of your customer journey.