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How keyplace works in a store: technical overview

keyplace is an embedded Shopify app with two extensions: a theme app extension with app blocks for the product page, and a web pixel. It never edits theme code and has no write access to products, orders or customers.

In short

The chat is an app block on product templates. There is no app embed.
The browser gets a short-lived chat token through the App Proxy at /apps/keyplace, then streams answers from the keyplace server.
A web pixel in Shopify's strict sandbox counts storefront events, only with the shopper's analytics consent.
Settings live in app-data metafields. Approved Q&A lives in an app-owned metaobject.

The parts

Part	What it is	Where it runs
keyplace app	Embedded app (App Bridge)	Shopify admin
`keyplace-widget`	Theme app extension with two app blocks: "Ask about product" (`zapytaj`) and "keyplace Q&A" (`faq`)	Product templates of an Online Store 2.0 theme
`keyplace-pixel`	Web pixel extension, `runtime_context = "strict"`	Shopify's pixel sandbox (a web worker)
App Proxy	Prefix `apps`, subpath `keyplace`, so the storefront path is `/apps/keyplace/*`	Shopify signs and forwards each request to keyplace

Access scopes

The public app asks for these scopes and nothing else:

Scope	Why
`read_products`	Product data for answers, and the product webhooks
`write_app_proxy`	The App Proxy at `/apps/keyplace`
`read_legal_policies`	Store policies, such as shipping and returns
`read_content`	Published pages and blog articles
`write_pixels`, `read_customer_events`	Registering the web pixel. Without them the app works and the pixel stays off.

There is no theme scope, so keyplace can't read or change theme files. No ScriptTag. No access to customers or orders.

How a question travels

The block renders in Liquid. Only a small loader and one stylesheet load with the page.
Hovering the widget prefetches the chat code. The first focus, tap or click attaches it (keyplace-chat.js).
The widget asks /apps/keyplace/token for a chat token. Shopify signs the request and keyplace checks the signature. The token is bound to the shop and the product and expires after 15 minutes.
Questions go as POST requests with that token to the keyplace server. Answers stream back as server-sent events and are added to the page as text nodes, never as HTML.
Widget views go to /apps/keyplace/events as beacons without a token. Failed turns send an error code to /apps/keyplace/health.

What keyplace keeps in the store

App-data metafields on the app installation, namespace keyplace: ustawienia (the app settings as JSON, which the block reads through app.metafields) and panel_jezyk (the app language). Only keyplace can write them.
An app-owned metaobject, type $app:product_faq, named "keyplace Q&A". One entry per product, handle kp-<product id>, text fields only: product_id, qa_ids, questions, answers. Admin access is merchant_read (you can see it, not edit it). Storefront access is public_read, so the Q&A block reads it in Liquid. It holds only answers our team approved and the merchant turned on.
The web pixel's settings: a pixel token and the counter address, set by the app.

The web pixel

It declares analytics consent only: analytics = true, marketing = false, preferences = false, sale_of_data = "disabled". Nothing leaves the browser without analytics consent.
It listens to product_viewed, product_added_to_cart, checkout_started, payment_info_submitted, checkout_completed, alert_displayed and ui_extension_errored.
Each request carries counters only: the event name, Shopify's event id, an A/B letter and whether this device had a keyplace conversation in the last 7 days. checkout_completed adds the order total, the currency and a SHA-256 hash of the order id. Never the client id, the customer, an e-mail, an address, cart lines or URLs.

Webhooks

API version 2026-10.

Topic	What keyplace does
`app/uninstalled`	Deletes this app's sessions for the store
`app/scopes_update`	Stores the new scopes and turns the pixel on or off to match
`products/update`	Guard: notes changes to prices, stock and empty fields
`products/delete`	Removes the product from the recommendation catalog at once
`customers/data_request`, `customers/redact`	keyplace keeps no data linked to a customer, so it only confirms
`shop/redact`	Deletes all of the store's data. Shopify sends it 48 hours after the uninstall.

Limits

App blocks need an Online Store 2.0 theme. Vintage themes can't show the chat, and there is no app embed to fall back on.
The blocks work on product templates only.
Headless storefronts and Hydrogen don't render theme app extensions.
In a market whose currency differs from the store currency, the block renders nothing.

Common questions

Does keyplace change my theme code?

No. The merchant adds the block in the theme editor, and Shopify saves it in the template JSON like any other app block.

Does keyplace know who the shopper is?

No. Conversations are stored without a customer id, e-mail or login, and e-mails, phone numbers, card and account numbers are removed first.

What happens on uninstall?

Shopify removes the app blocks from every theme and deletes the "keyplace Q&A" metaobject definition, then cleans up its entries. When shop/redact arrives, keyplace deletes the store's data.