Migration Guide for E-commerce Teams
Converge Team
Part of the Tawk.to migration guide
How e-commerce support teams can migrate from Tawk.to while maintaining customer service quality.
E-commerce Migration from Tawk.to
Tawk.to is popular with e-commerce stores because of its free live chat widget and native integrations with Shopify, WooCommerce, BigCommerce, and other platforms. When migrating, the key is maintaining uninterrupted customer support during peak shopping hours and preserving the connection between chat and your store.
Widget Replacement on Your Store
If you installed tawk.to via its Shopify app (available on the Shopify App Store), WooCommerce plugin, or BigCommerce integration, uninstall the tawk.to plugin and install your new platform's equivalent. If you added tawk.to via a JavaScript snippet in your theme, remove the tawk.to <script> tag and replace it with your new widget's embed code. Test on desktop and mobile to make sure the new widget loads correctly on product pages, cart, and checkout.
Messaging Channels for E-commerce
E-commerce customers increasingly reach out via WhatsApp, Instagram DMs, and Messenger — not just website chat. Tawk.to recently added WhatsApp and Messenger, but Instagram is still planned (not available yet). If your customers already message you on these channels outside of tawk.to, migrating to a platform with native multi-channel support lets you centralize everything. You'll see website chat, WhatsApp order inquiries, and Instagram DMs in one inbox.
AI Assist vs AI Reply Suggestions
If you've been using tawk.to's AI Assist with e-commerce integrations (AI connected to your Shopify or WooCommerce store data for order status lookups, product queries), note that this specific functionality — AI pulling live data from your store — depends on the integration between tawk.to's AI and your store platform. Your new platform may handle AI differently: some offer AI reply suggestions based on conversation context rather than direct store data integration. Evaluate whether you need AI with live store data access or AI that helps agents draft better responses.
Preserve Pre-Chat Lead Capture
If you configured tawk.to's pre-chat form to collect visitor names, emails, and order numbers before starting a chat, recreate this on your new platform. Some platforms offer equivalent pre-chat forms plus additional lead capture features like visitor tracking, UTM parameter collection, and page view history that tawk.to's widget provides through its visitor monitoring feature.
Timing the Switch
Don't migrate during Black Friday, Cyber Monday, holiday sales, or any major promotional period. Pick a low-traffic week, ideally mid-month outside of sale seasons. Swap the widget during off-peak hours (late evening or early morning). Keep tawk.to active for 1-2 days after installing the new widget to catch any stragglers, then fully decommission.
Need the full migration guide?
This page covers migration guide for e-commerce teams specifically. For the complete step-by-step migration process:
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