Shopify Inbox
by Shopify · launched
View in Shopify App Store ↗Reviews (5778)
This was better before the log in-button, now we can't answer any of our costumer's questions because they don't want to leave their email
Developer reply ·
Hi there - you can change the settings to what works for your store by going into Admin > Sales channels > Inbox > Collect customer details and choose between the options available. We find merchants who configure this based on their unique needs get better results.
As of Sept 21st, 2026, this app is f*****k now. They added and bright purple "sign in" button right in the customers faces which cannot be removed. This was working beautifully for years, now I spend time and search for another app.
Developer reply ·
Sorry to hear. We are hearing from several merchants that buyers who Sign in with Shop convert better because of better personalization, plus there is a chance to recover abandoned carts via Shop app for those buyers.
How do I remove this piece of rubbish from my store? Sorry, I meant to say garbage from my store. Do you bother to test your apps at all, or are you so in love with AI that you think it doesn't matter. The developer has come back saying I can turn off this app anytime, which again isn't true. Cannot belive how sloppy these Shopify apps are becoming
Developer reply ·
Hi Inbox is an app that you can uninstall at anytime, or turn off within your Theme Editor.
This app has immense untapped potential, I just wish Shopify had reached out to Store Owners for understanding more about customer support. AI agent is great but without a way to handover the conversation to a human agent, I dont think there is a way I can use it 24x7. In fact, I have made the hard decision of turning it off completely. There is a report named Storefront agent conversations and feedback, even if there are negative feedbacks in the report - there is no way to pin point the conversation where customers have left the feedback, this is shocking. Whats the point of the report if we cant action on the insights. Please fix these things, open up the Inbox API, let store owners read through the conversations and make informed decisions based on insights derived from this support avenue. If not, whats the point of all this?
Developer reply ·
Hi thanks for the review. The AI agent always shows buyers an option to connect to staff after every message so buyers can click it whenever they'd like. Additionally the AI agent proactively offers to connect to staff when it cannot handle requests. Also within the Inbox app you will see where the buyer had a thumbs up/down/add to cart etc. We keep adding more features and are finding the AI agent particularly helpful for merchants to improve conversion when the merchant is otherwise offline. While the choice is yours and there are many options for apps you can use, we hope you will give it another chance.
Das aktuelle Update ist für mich ein massiver Rückschritt. Besonders problematisch ist die neue Navigation. Kunden können sich nach bestimmten Aktionen bzw. Instant Answers nicht vernünftig zurück navigieren. Statt einer einfachen und erwartbaren „Zurück“-Funktion landet man teilweise in völlig unlogischen Zuständen oder bekommt erneut Aufforderungen zur Anmeldung angezeigt. Noch unverständlicher ist der auffällige „Anmelden“-Button im Chat-Header. Obwohl anonyme Chats aktiviert sind und eine Anmeldung für den normalen Chat überhaupt nicht erforderlich ist, wird dem Kunden dieser Button permanent angezeigt. Warum gibt es keine einfache Einstellung, mit der Händler diesen Anmeldebutton deaktivieren können? Genau solche Dinge erzeugen Reibung an einer Stelle, an der Kunden eigentlich schnell und unkompliziert Kontakt aufnehmen sollen.
The AI agent is horrible and cannot be turned off.
Developer reply ·
Hi sorry you are having trouble. You can turn off the Agent at any time by going into Shopify Admin > Sales Channels > Inbox where on the right you will see a toggle to turn off the Agent (amongst other settings to configure Inbox).
Have been using Shopify Inbox for years with no issues. The latest update is completely unusable. No way to customise the look of it properly, no back buttons for customers to return to, the design makes no sense and there is too much information to fill in, in order to start the chat. Customer contact has dropped close to zero after this update defeating the whole point of having the website chat. Please provide an option to revert back to the old version.
Developer reply ·
Thank you for using Shopify Inbox for years, and we’re sorry this update disrupted customer contact. You can reduce the information required to start a chat under Sales channels > Inbox > Chat settings > Collect customer details. Select Require name and email for an experience closer to the previous Inbox, or Allow anonymous chats. To customize the chat’s size, colors, font, and other styling, click the pencil icon on the same page to open the Theme editor. We also appreciate your feedback about the missing back buttons and confusing navigation. We’re working to improve this experience.
It's overkill for people to reach you... Turning it off.
Hello, I would like to report an issue with the Shopify Inbox chat widget that started occurring after the latest app update. Issue Description: Device / Orientation: Mobile smartphones in portrait orientation. Behavior: When clicking the chat bubble icon to open the chat, the chat window does not open, and the chat bubble icon completely disappears from the screen. Theme: Taiga. Additional Details: The widget functions correctly on desktop, tablets, and smartphones in landscape mode. The issue appears to be related to how the iframe container height and responsive breakpoints are handled on mobile portrait view. Please forward this report to the Inbox development team so a patch or fix can be released.
has this app been fixed ? im not installing it until its fixed
Developer reply ·
On sign-in: a new setting now lets customers start a chat by sharing just their name and email instead of signing in, like the previous Inbox. It is available now under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline. We default to sign-in because it confirms the customer owns the email they leave, so your replies reach a real person, but the choice is yours. On chat UI settings: on the same page in Admin, click the pencil icon to be taken to Theme editor for Inbox to customize the chat activator size, colors, font and so on. Hope this helps.
The new AI version of this app is not as good as the previous version. Despite creating several custom FAQ answers detailing the store location and having it select the correct answer in the test feature, I can not get the AI to give the store address when asking from the customer side of the app.
BLOCK SENDER FEATURE SORELY NEEDED. The same person spams me over and over and all Shopify Inbox lets you do is block the conversation. Absurdly useless!!!
The recent Shopify Inbox update has made chat significantly worse for our small business, and I’m hoping Shopify takes the merchant feedback seriously. We’re a small, family-owned store, and the owners personally answer customer chats. Live chat is an important part of how we help people before they purchase, so being able to understand who we’re talking to and keep a conversation together matters a lot. Before this update, a visitor could give us their first name before starting a conversation, optionally leave an email address so we could reply if they left the site, and we could see useful context such as their location, cart, and customer/order information when available. Since the update, we’ve run into several major problems: 1. Visitors who don’t sign into Shop come through as “Shopify Visitor” with virtually no useful identity or context. 2. We no longer get a first name before chat, which makes multiple conversations much harder to keep organized. 3. We lose useful information such as location and cart contents unless the customer signs into Shop. 4. Customers seem to get dropped from conversations constantly. If they close the chat window or leave the site, they often appear to go offline and then come back in a new conversation/thread. 5. Because those conversations are being separated, a returning customer may think they are continuing the conversation we were already having, while on our end they can look like a completely different anonymous visitor. 6. Even when a visitor does sign in, we have experienced cases where their previous purchases from our store still are not visible to us in Inbox. 7. The result is that we can spend part of a conversation trying to figure out whether this is the same person we were just helping, what they were considering buying, or whether they have already purchased from us. 8. Requiring someone to create or sign into a Shop account just to provide basic identity and shopping context adds unnecessary friction for customers who simply want to ask a question before making a purchase. This is not just a cosmetic change to the chat widget. It has materially reduced the information available to merchants and made conversation continuity much less reliable. The previous system worked extremely well for a small business like ours: collect a first name, make email optional, preserve the visitor’s conversation, show us their shopping context, and allow us to help them without forcing them to create an account. I understand Shopify’s desire to improve verified customer identity and security, but merchants should have the option to choose the previous, lower-friction experience. Please restore the ability to collect a visitor’s first name with optional email, maintain continuity for returning visitors, and give merchants access to the cart, location, and customer/order context we previously had. Shopify Inbox used to be one of the most useful tools we had for providing personal customer service. This update has made that considerably harder.
Developer reply ·
Thank you for laying this out so clearly. You described exactly what we heard from many merchants: you want to know who you are talking to and keep one conversation together. We built that option back. A new Inbox setting lets a visitor share their name and email to start a chat, the way Inbox worked before, and it is rolling out to all stores now under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline. We default to sign-in because it confirms the customer owns the email they leave, so your replies reach a real person; now you can pick the path that fits your store. The separate bugs you flagged are with our engineers, and I am following that work directly.
How could you mess up this app so badly? Customer need to create an account now in order to ask simple questions?
Developer reply ·
Thank you for the direct feedback. Customers should not need an account just to ask a simple question, and we built the option back. A new Inbox setting lets customers start a chat by sharing only their name and email, like classic Inbox, and it is rolling out to all stores now. We default to sign-in because it confirms the customer owns the email they leave, so your follow-ups reach a real person, but the choice is now yours. You will find it under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline.
The new upgrade is extremely frustrating. Why are you forcing customers to sign in just to get an answer? This is a huge turn-off and adds an unnecessary barrier to what should be a simple customer service interaction. There is also no back button, so once a customer has viewed one Instant Answer, they cannot return to the previous options without refreshing the entire website. Realistically, at that point many customers will simply leave the site. This is a significant step backwards in terms of usability.
Developer reply ·
Thank you, this is fair feedback on both points. On sign-in: a new setting now lets customers start a chat by sharing just their name and email instead of signing in, like the previous Inbox. It is rolling out to all stores now under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline. We default to sign-in because it confirms the customer owns the email they leave, so your replies reach a real person, but the choice is yours. On the missing back button after an Instant Answer, you are right and I have passed it to the team.
The app’s usefulness was greatly diminished when they stopped gathering emails. Visitors chatting with us are now not getting responses because we have no way of following up. Not everyone wants to login to chat, either. We’ll have to find a different solution.
Developer reply ·
Thank you for spelling out the impact. You are right that without an email there is no way to follow up when a visitor leaves. We built the option back: a new Inbox setting lets visitors share their name and email to start a chat, no login needed, so your replies can reach them again. It is rolling out to all stores now under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline. We default to sign-in because it confirms the customer owns the email they leave, but you can now choose the lighter path. I hope you will give Inbox another look before switching.
the last update is huge mistake Shopify need to fix it ASAP
Developer reply ·
Thank you for the feedback. From your support conversation, the forced sign-in was the core problem, and we built the option back. Customers can now share their name and email to start a chat, like the previous Inbox, with no login. It is rolling out to all stores now under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline. We default to sign-in because it confirms the customer owns the email they leave, but the choice is now yours. The chat look and colors are also adjustable now, from the pencil icon next to Inbox on that same page.
Very Disappointing Update – Not User Friendly The latest Shopify Inbox update is a major step backward. It feels completely unintuitive and has removed the basic navigation and menu options that made the app useful. There is no proper navigation, no easy menu for finding instant answers, and basic functionalities are unnecessarily difficult to access. It feels like the development team has focused too much on AI and forgotten the fundamental needs of users. AI should enhance the user experience, not replace basic navigation and essential functionalities. Users shouldn't have to struggle, log in, or depend entirely on AI just to find simple answers or access common features. Honestly, I don't see much value in using the app in its current form. This update is frustrating, confusing, and a significant downgrade from the previous experience.
Developer reply ·
Thank you for the detailed feedback. On sign-in: customers no longer need to log in to reach you. A new setting lets them start a chat by sharing just their name and email, like the earlier Inbox, and it is rolling out to all stores now under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline. We default to sign-in because it confirms the customer owns the email they leave, but the choice is yours. The AI agent is also optional and can be turned off in the same settings. Your notes on navigation and Instant Answers are with the team.
Jusqu'à il y a quelques jour l'application était bien, maintenant c'est vraiment nul. Même les clients ne peuvent plus reprendre des discussions qui ont parfois plusieurs mois. On arrive sur une interface qui ne se mentons pas ne sert pas à grand chose. Avant c'était clair et direct, maintenant je dois réfléchir pour trouver ce même onglet. Je vais probablement changer d'outil de discussion. Sauf si on me propose une méthode pour revenir à l'ancienne version.
Developer reply ·
Merci for the feedback. Losing the thread of a conversation is exactly what we are fixing. A new Inbox setting lets customers share their name and email to start a chat, like the previous Inbox, so conversations stay connected to a contact you can reply to. It is rolling out to all stores now under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline. We default to sign-in because it confirms the customer owns the email they leave, but you can now choose the simpler path for your store.
Getting answers completely wrong. I need help turning the chatbot off.
I don't understand why Shopify Inbox can't simply revert to the previous version and interface. Even after the registration requirement was removed, the number of customer inquiries has still dropped dramatically—by at least **80%**. This has had a significant negative impact on customer engagement and conversions. We strongly urge the Shopify team to bring back the previous version of Shopify Inbox as soon as possible. The older interface was much more user-friendly, encouraged customers to start conversations, and provided a far better overall experience for both customers and support teams. ——————————————————2026/8/4 After the Shopify Inbox update, it has become much less user-friendly. Customers are now required to create an account before they can ask a question, which adds unnecessary friction and has significantly reduced our conversion rate. In addition, the new version no longer links customers' previous orders to the chat, making it much more difficult for our customer service team to quickly look up order history and provide efficient support. Would it be possible to restore the previous version of Shopify Inbox? Ideally, we'd like to keep the original user experience while simply adding the new AI chat functionality, rather than replacing the existing workflow.
Developer reply ·
Thank you for updating your review with the numbers, that matters to us. Two things have changed. Customers can now start a chat by sharing just their name and email, like the previous Inbox, with no account or registration. And you can customize how the chat looks on your storefront from the pencil icon next to Inbox on that same page, which opens the theme editor. Both are rolling out to all stores now under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline. We default to sign-in because it confirms the customer owns the email they leave, but the lower friction path is now your choice.
Was great, but after the update... horrible!
Developer reply ·
Thank you for the feedback. From your support conversation, the missing email step was the main problem, and it is back. A new Inbox setting lets visitors share their name and email to start a chat, like the previous Inbox, so you can follow up again. It is rolling out to all stores now under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline. We default to sign-in because it confirms the customer owns the email they leave, but you can now choose the simpler flow. The chat appearance is also customizable now, from the pencil icon next to Inbox on that same page.
This is BAD. The update added images I can't control.
Developer reply ·
Hi there. You can remove the product images shown when chat first opens in your theme editor: App embeds → Online store chat → turn off “Show featured products.” You can use the same setting to "Select" specific products you'd like to show.
Trying to force customers to login to SHOP just to send a message. We went from 5-10 inquiries daily to 0 for a full week. People do not want to create a SHOP account just to ask a question. We need Shopify to be a platform to host OUR website, not a promotion tool for their SHOP app. We should also be asked permission before changes to features on our site are updated. Shopify's constant push to promote SHOP on our website has us looking at alternatives. Please listen to your community on this.
Developer reply ·
Hi Indoor Farmer, sorry this change disrupted your inquiries. Customer sign-in is optional. In your Shopify admin, go to Sales channels → Inbox. Under Chat settings, open Require customer sign-in and turn it off to let customers chat anonymously. When it is off, Inbox will not attach a verified email or customer record for follow-up.
Terrible update. Forcing customers to sign in just to ask a quick question completely destroys lead generation. No one wants to create an account just to chat. If we turn it off, we have nothing to contacting back to customers. We have already lost 10 high-value customers on products worth over $1,000 each. Bring back the simple guest form with just email/phone fields immediately!
Developer reply ·
Thank you for the specifics, including the lost sales. That feedback drove this change: the simple form is back. A new Inbox setting lets customers start a chat by sharing just their name and email, no account needed, and it is rolling out to all stores now under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline. We default to sign-in because it confirms the customer owns the email they leave, so follow-ups reach real buyers, but lead capture is now your choice to make. I am sorry it cost you customers in the meantime.
The previous version was working well. The new version harms our business significantly. Please revert it back to the previous bold and clean version. V
Developer reply ·
Hi Natuross, sorry the updated design is not working for your store. The previous widget cannot be restored, but you can customize the new one from Sales channels → Inbox by selecting the pencil beside Inbox. This opens the theme editor, where you can flip "Invert activator colors" to make the chat more visible. Coming soon we will enable more settings for font size etc.
The latest Shopify Inbox update is a huge downgrade. The new interface is worse, forcing customers to enter their details before chatting adds unnecessary friction, and the AI is far less reliable than before. The old version was much simpler and worked much better. Please bring back the previous experience or at least give merchants the option to choose.
Developer reply ·
Thank you, especially for asking for the option to choose. That is what we shipped: a new Inbox setting lets customers start a chat by sharing just their name and email, like the previous Inbox, instead of signing in. It is rolling out to all stores now under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline. We default to sign-in because it confirms the customer owns the email they leave, but the choice is now yours. The AI agent is also fully optional and can be turned off in the same settings.
The updated version is extremely difficult to use, and customers are unwilling to use it. Customer inquiries have decreased significantly! We are looking for alternatives.
Developer reply ·
Thank you, and following up on my email: based on what you shared with support, the verification step was the blocker, and it is now optional. A new Inbox setting lets customers start a chat by sharing just their name and email, no code, like the previous Inbox. It is rolling out to all stores now under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline. We default to verified sign-in because it confirms the customer owns the email they leave, but you can now choose the lower friction path and win those inquiries back.
Change was terrible. Not displaying properly, and does not allow to change the icon. Customers are not showing as they used to, now needing to create an account which a lot of customers aren't willing to do (as they're just reaching out with small questions). Ruins the experience with the app from the start.
Developer reply ·
Thank you for the feedback. Customers no longer need an account for small questions: a new Inbox setting lets them start a chat by sharing just their name and email, like the previous Inbox. It is rolling out to all stores now under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline. We default to sign-in because it confirms the customer owns the email they leave, but the choice is now yours. For the icon and display issues, you can now customize the chat button and colors from the pencil icon next to Inbox on the Sales channels > Inbox page, which opens the theme editor.
Ya no sirve para plan started
Developer reply ·
Hola CODIGO URBANO ELITE, sentimos el problema. Encontramos y corregimos un error que impedía que el chat actualizado cargara correctamente en tiendas con el plan Starter. No necesitas cambiar de plan. Si aún no funciona, ponte en contacto con Soporte de Shopify para que revisemos tu tienda.
It used to be perfect then they changed it to force log in for the customer and two factor authenticator which adds far too much resistance for the customer. You can turn it off but that now means you cant see any details relating to the customer and cant email them. It went from a perfect app to now being a bit useless. Im looking for replacements
Developer reply ·
Thank you, you described the exact tradeoff we needed to fix. There is now a middle path: a new Inbox setting lets customers share their name and email to start a chat, no login or code, so you keep contact details without the sign-in resistance. It is rolling out to all stores now under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline. We default to sign-in because it confirms the customer owns the email they leave, but you no longer have to choose between friction and flying blind.
The recent redesign of Shopify Inbox has made what was once a simple and efficient customer support tool much harder to use. As a merchant handling a high volume of customer enquiries, the new interface requires more clicks, is slower to navigate, and makes it more difficult to quickly scan conversations. Finding previous messages and managing multiple chats is less intuitive than before, reducing our team's efficiency. The focus appears to have shifted toward AI features instead of improving the day-to-day workflow for merchants who simply need to respond to customers as quickly as possible. Customer support software should prioritise speed, simplicity, and ease of use. The previous version of Shopify Inbox was faster, cleaner, and far more practical. This update feels like a step backwards and has negatively impacted our customer service experience. Please consider restoring the previous interface or providing merchants with the option to choose between the classic and new layouts.
var vild med denne app indtil den blev opdateret. totalt uprofessionelt setup nu - man kan ikke se hvem man chatter med og træningen med agenten er mangelfuld og man kan ikke få rullet de oprindelige indstillinger tilbage - så fra at den var til 5 stjerner er den nu kun til 0 stjerner - hvis jeg kunne give det! Troede Shopify skulle udvikle apps til det bedre - men det er ikke tilfældet.
Developer reply ·
Tak for the feedback, and following up on my email: the option to see who you are chatting with, without requiring sign-in, is now built. Customers can share their name and email to start a chat, like the previous Inbox, so they no longer appear as anonymous visitors. It is rolling out to all stores now under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline. We default to sign-in because it confirms the customer owns the email they leave, but you can now choose the simpler path for your store.
Love the app and where is was. The new update has the makings of something great but missing A LOT of things. I will change my review when the updates change. It seems too buggy to be released right now. 1. Need to be able to be notified when someone is chatting with Ai. 2. Need to be able to jump into the conversation when they are speaking with ai. I cant even open the conversation with someone to correct the mistake ai made. 3. If it answers wrong need to be able to correct the ai and also explain what it did wrong. 4. The formatting for instant answers are all wrong now. We were able to have proper spacing and clickable links. Now it is all jumbled with no clickable links. 5. I wish we could have Hyperlinks in our instant answers. 6. WAY TOO BUGGY!
This new ai version is terrible. Ultimately it hurts conversion rates. Most customers want a quick tool to contact us without signing in, especially for customers that have never placed an order with us and we like to use a pre-chat form to collect name and email addresses of those that aren't customers so we can respond to them at a later date. We haven't had a chat for over a week since this was implemented.
new upgrades and ai features have turn this into a 1 star app. it has become very difficult to serve our clients with the new sign in and ai features. no data of the customer is provided in order for us to assist them
Developer reply ·
Thanks, and following up on my email: there is now a way to get customer data without forcing sign-in. A new Inbox setting lets customers share their name and email to start a chat, like the old Inbox, so you see who you are helping. It is rolling out to all stores now under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline. We default to sign-in because it confirms the customer owns the email they leave, but you now have both options. The AI features remain fully optional.
Das neue Update ist leider sehr schlecht. Bitte rückgängig machen.
bitte sofort wieder die funktion einbinden das kunden mit email chat schreiben können so ist das nur müll die app es bringt nur mehr chaos rein BITTE SOFORT EIN UPDATE machen....
Developer reply ·
Danke for the feedback, and following up on my email: the email chat function you asked for is back. A new Inbox setting lets customers start a chat by sharing just their name and email, like before, with no account or code. It is rolling out to all stores now under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline. We default to sign-in because it confirms the customer owns the email they leave, but you can now choose the simpler flow your customers were used to.
As others have expressed, the recent changes requiring sign in or Shop app registration have brought this 5-star app down to 1 star. There's no longer a quick easy form before chatting and now almost none of the chatters on our site use the sign in feature, so there's no way for us to reach back out.
Developer reply ·
Thank you, you summed up the problem exactly: no form means no way to reach back out. The quick form is back. A new Inbox setting lets customers start a chat by sharing just their name and email, no Shop account or sign-in, and it is rolling out to all stores now under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline. We default to sign-in because it confirms the customer owns the email they leave, so replies land in a real inbox, but the choice between the two is now yours.
一天到晚開不起來
Developer reply ·
感謝您回報這個問題。應用程式無法開啟確實會影響您的使用，我們來協助您排除。建議先試試以下步驟：確認 App 已更新至最新版本、完全關閉後重新開啟、重新啟動裝置，若仍無法開啟可將 App 刪除後重新安裝。如果問題持續，歡迎透過 help.shopify.com/support 與我們聯絡，並告訴我們您使用的裝置與系統版本，我們會進一步協助您。
The newly added feature that forces customers to register with an email address and receive a verification code is really bad.
Developer reply ·
Thank you for the feedback. The verification code is no longer required to chat: a new Inbox setting lets customers start a conversation by sharing just their name and email, like the previous Inbox. It is rolling out to all stores now under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline. We default to verified sign-in because it confirms the customer owns the email they leave, which protects you from fake contact details, but the lower friction option is now yours to choose.
This was a great app before the new changes yesterday and now its been horrible! Have you even tested how terrible it looks on mobile? It covers the whole mobile screen, the floating button ON product page is no longer floating, the customer first name, last name and email is no longer required so we dont know if you are talking to old or new customer as it says new visitor!! You did this so you can enforce people to subscribe on shop app and bring more money to you rather than support the business whom you are already charging permium . You turned a good working app to a disaster app!! We had to uninstall this app and find another one.
Developer reply ·
Thank you for the candid feedback. The name and email step is back as an option: a new Inbox setting lets customers share their details to start a chat, like the previous Inbox, so you can tell who you are talking to. It is rolling out to all stores now under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline. We default to sign-in because it confirms the customer owns the email they leave, not to push anyone to an app, and the choice is now yours. For the mobile display issues, the chat size and colors are now adjustable from the pencil icon next to Inbox on that same page, which opens the theme editor.
De app werkte perfect. Maar sinds een nieuwe update zie ik geen naam en email meer van klanten omdat ze deze niet meer hoeven achter te laten. Hierdoor worden de chats ook niet meer aan klanten gekoppeld. Bezoekers moeten nu inloggen met een account wat een te hoge drempel is om een bericht te sturen voor bestaande klanten en bezoekers van de site hebben geen account. Daarnaast als we een bericht sturen terwijl de klant uit de chat is kreeg die normaal automatisch een mail. Dat is nu ook niet meer het geval waardoor klantvragen nu onbeantwoord blijven. Ik was tevreden maar met de nieuwe update heeft de app totaal geen meerwaarde meer.
Developer reply ·
Dank je for the clear description. Every point you raised traces to the removed name and email step, and it is back. A new Inbox setting lets customers share their name and email to start a chat, like the previous Inbox, so chats link to customers and offline replies reach their inbox again. It is rolling out to all stores now under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline. We default to sign-in because it confirms the customer owns the email they leave, but you can now choose the simpler flow.
Was much better before they required "new" customer accounts, now we get hundreds of just "Shop Visitors" even if the customer is logged in and they contact us it says that. It costs us 4x the man hours to try and help our customers, it used to email them if they were offline, but now "unless" the customer comes back on the same browser they will never see the reply. This is so wasteful, it was much better the way it was, much much better before they decided to forced shop owners into using the "shopify" AI, which is riddled with misinformation and inaccurate responses for our customers.
Newest update caused many issues. Chat for customers won't load all the time when pressed on it for mobile. Now shows a product recommendation on chat and it seems like it is the only and same for everyone. This product recommendation doesn't help those that have landing pages as it can pull customers away from what they are reading and be distracting. Since it is recommending the same products for everyone, it becomes useless for those that are not interested in that product causing a disconnect.
the app is screwing up and not identifying visitors with questions. this is a recent flaw and they push back saying its us who changed - we touched NOTHING!
Developer reply ·
Thanks Mark, and following up on my email: what I said we were working on is now shipping. Customers can share their name and email to start a chat, like the previous Inbox, so visitors are identified again without any login. It is rolling out to all stores now under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline. We default to sign-in because it confirms the customer owns the email they leave, but you now have the choice. Reply to my email if it does not appear on your store this week.
Unfortunately a complete downgrade since the new update. Customers are not asked for their email so we cant stay in contact anymore. If youre using the login tool people have to verify by 2fa. This was our main sales funnel & is now complete useless.
Developer reply ·
Thank you for the feedback, and I am sorry this hit your main sales funnel. The email step is back as an option: a new Inbox setting lets customers share their name and email to start a chat, with no login or two-factor step, like the previous Inbox. It is rolling out to all stores now under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline. We default to sign-in because it confirms the customer owns the email they leave, so your follow-ups reach real buyers, but the lower friction path is now your call.
Shopify Inbox previously required visitors to provide their name and email address (for follow-up purposes) before sending a message; it now allows anonymous chats, though messages cannot be delivered to the customer if they leave the conversation.
Developer reply ·
Thank you for the precise description. That gap, anonymous chats with undeliverable replies, is what we fixed. A new Inbox setting lets customers share their name and email before chatting, like the previous Inbox, so your replies can reach them after they leave. It is rolling out to all stores now under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline. We default to sign-in because it confirms the customer owns the email they leave, but you can now choose the simpler path for your store.
It recently had an update that made it a lot less customizable and a poorer UX experience. It converts less and doesn't have the option to collect leads. Hoping they'll revert it back ASAP!
Developer reply ·
Thank you, and following up on my email: lead collection is back. A new Inbox setting lets customers share their name and email to start a chat, like the previous Inbox, so every conversation can become a lead again. It is rolling out to all stores now under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline. We default to sign-in because it confirms the customer owns the email they leave, so follow-ups reach real people, but you can now choose the lighter option. You can also customize how the chat looks from the pencil icon next to Inbox on that same page, which opens the theme editor.
Für uns leider unbrauchbar, da man den Text auf verschiedenen Vorlagen nicht ändern kann. Die Default-Vorlagen sind in Du-Form gehalten, in unserem Shop sprechen wir die Kunden aber mit Sie an. Eigentlich eine triviale Sache, schade, dass diese App keine Änderungen am Text zulässt.
Developer reply ·
Vielen Dank für Ihr Feedback. Dass Sie Ihre Kundschaft mit „Sie" ansprechen möchten, ist gut nachvollziehbar. Die von Ihnen erstellten Schnellantworten und Sofortantworten (FAQ) können Sie übrigens frei formulieren, also durchgehend in der Sie-Form. Die fest hinterlegten Standardtexte der App sind aktuell in der Du-Form und lassen sich nicht anpassen. Diesen Punkt geben wir als Feedback an unser Team weiter. Danke, dass Sie sich die Zeit genommen haben.
Developer reply ·
Hi there and thank you for taking the time to review this app. If you have any specific concerns you'd like to share with us, please do feel free to reach out to our Retail support team via help.shopify.com, at any time. We can address those issues and troubleshoot as needed.
Developer reply ·
Hi there and thank you for taking the time to review this app. If you have any specific concerns you'd like to share with us, please do feel free to reach out to our Retail support team via help.shopify.com, at any time. We can address those issues and troubleshoot as needed.
I had access to chats/ inbox but for a long time now i have not been able to access this shopify in box aka chats, I was told to reach out to tech support yet are unable to find any tech support links to help resolve these issues. fortunately i am not the only one at my company and others still have access but I do not. I can log in to shopify in box in on of my stores but when I click on a chat it errors out and then the other store i will not allow me access at all so I have to log in through my first store then try to click over to it. only for it to error out.
Developer reply ·
Thanks for the detail. A chat that errors on click, plus one store you can't open at all while colleagues can, usually points to something account- or permission-specific. Two things that help: ask your store owner to confirm your staff permissions on the affected store (since teammates still have access), and reach our support team directly at help.shopify.com/support to look into the errors on your account. Trying a different browser or incognito can also rule out a cached session.
underdeveloped
Developer reply ·
Hi there and thank you for taking the time to review this app. If you have any specific concerns you'd like to share with us, please do feel free to reach out to our Retail support team via help.shopify.com, at any time. We can address those issues and troubleshoot as needed.
Developer reply ·
Hi there and thank you for taking the time to review this app. If you have any specific concerns you'd like to share with us, please do feel free to reach out to our Retail support team via help.shopify.com, at any time. We can address those issues and troubleshoot as needed.
I'm using your Shopify chat option but when a customer clicks the button by mistake, there is no button to close that. in the pc version there is a cross button but in phone there is no. i tried from multiple devices.
Developer reply ·
Thanks for the clear report, and you're right that closing the chat should be just as easy on mobile as it is on desktop. Other merchants have flagged this too, and a missing close control on phones is often tied to the widget size or a theme conflict on the storefront. Our team can look at your specific store and help make it dismissible at help.shopify.com/support, and we'll pass the mobile close-button gap to the Inbox team.
there is no any statistics.
Developer reply ·
Thanks for the feedback. Reporting on conversations and response times is a fair thing to want from Inbox, and we'll pass this along to the team as a feature request. If there are particular metrics you'd find most useful, sharing them at help.shopify.com/support helps us route the feedback to the right place. We appreciate you flagging it.
spam option is not a feature. Getting to many ‘bot created’ mails from marketing affiliates, spammers and phishing attempts. Absorbing 30 minutes a day to cleanse my mail.
Developer reply ·
Thanks for raising this, spending 30 minutes a day clearing bot and spam messages is a real cost. You're not alone in wanting stronger spam controls in Inbox, it's come up from other merchants too. Support can walk you through the conversation and spam-management options available today at help.shopify.com/support, and we'll pass your point about needing proper spam filtering to the Inbox team so it's on their radar.
the worst app , my clients keep sending me messages and i cannot read them or reply to them, absolutely awful app
Developer reply ·
Thanks for flagging this, and not being able to see or reply to customer messages is a serious problem. A few things usually restore them: update the Inbox app to the latest version, log out and back in, confirm notifications are enabled, and check that the conversations aren't filtered or archived in your inbox view. If messages still aren't coming through, our team can investigate your account directly at help.shopify.com/support so we can get you reading and replying again.
Trop vérouillé pour tout
Developer reply ·
Merci pour votre retour. « Trop verrouillé » peut signifier plusieurs choses, et nous aimerions comprendre ce qui vous bloque précisément (personnalisation du widget, réglages, autorisations). Si vous pouvez nous en dire plus via help.shopify.com/support, nous pourrons mieux vous aider et transmettre vos remarques à l'équipe Inbox. Merci d'avoir pris le temps de partager votre expérience.
This is one of the worst developed apps shopify has put into public in a while. Settings do not stick. It keeps turning on the garbage Ai suggested text which always tries to send links to people that have nothing to do with their questions. We are on plus and it will not let me change the email it sends messages out to. Which is not the same as the store the app is installed on. The live chat emails every single reply and message instead of understanding its a live chat not an email when an agent is on. You can not see what page they are looking at or where they are from. Its just plain garbage. Almost every live chat app is complete crap this is no exception. Zendesk has the only true live chat left , and its too slow to use now
Developer reply ·
Thanks for the detailed breakdown. The suggested replies re-enabling after you turn them off has been reported by others, and support can investigate why the toggle isn't holding on your account, along with the sender email you can't change on Plus, at help.shopify.com/support. The live chat behaving like email and not showing the visitor's page or location are clear gaps, and we'll pass them to the Inbox team. Appreciate you laying this all out.
Why in the world would Shopify, in this day and age, fail to allow sellers to attach a PDF or Word file in response to a customer query? The lack of such basic functionality has become a hallmark of Shopify's utter inability to provide functional products, from an email interface that allows file attachments (that we dont first have to upload to our Shopify Admin and attach a link???) to frankly their entire platform. A year in, and there is not a day that goes by that I am not caught up short at the utter lack of common sense functionality in everything they offer, and this is app is a perfect example. Now I get to fork out for yet another paid app to do what the Shopify system should just do as part of the platform, and I'm not going to stop pointing out these insane shortcomings. Zero stars should be an option, this is inexcusable.
Developer reply ·
Thanks for the detailed feedback. You're right that Shopify Inbox doesn't currently support attaching files like PDFs or Word docs directly within a reply, and that the workaround today is sharing a link to a file uploaded in your admin. That's a fair gap to raise, and a clear use case, so we'll pass it on to the team that builds Inbox. We appreciate you taking the time to explain exactly where this falls short for how you work.
THought it was great but it overlaps my shopping cart button on mobile and there's no way to adjust it. Fight and pay to get people to my site, they add my products and then can't get to them to pay?!
Developer reply ·
Thanks for flagging this, a chat widget covering the cart button on mobile is a real problem since it gets directly in the way of checkout. The widget's mobile placement options are limited, and getting it to clear the cart button usually takes a look at your theme. Our team can help reposition it at help.shopify.com/support, and we'll pass the need for better mobile placement controls along to the Inbox team.
Doesnt work on the phone app anymore. Wont allow me to login. Asked multiple times for help. Nothing done on it.
Developer reply ·
Thanks for sticking with this, and going back and forth without a resolution isn't the experience we want. Login trouble on the app is most often cleared by updating it to the latest version, reinstalling, and resetting your password, since 2-step verification can also block sign-in if a code isn't coming through. If you already have a support case open, replying on that same thread with your device type and the exact error message will help us pick it back up and get you logged in.
L'ho disinstallata perché venivo contattata solo da spam per phishing e furto d'identitá.
Parfait, jamais déçu pour le moment. Pourvu que ça dure. Malheureusement ça n'a pas duré. Vraiment décevant que pour une appli native Shopify, il n'y ait pas plus de flexibilité dans les paramètres et réglages ou au moins qu'à minima, l'appli ne se charge pas en lazy loading sur la page d'accueil à défaut de pouvoir se désactiver de la page d'accueil. Du coup j'ai dû désinstaller cette application qui m'éclate mes scores de Core Web Vitals à cause d'un chargement direct sur ma page d'accueil pour juste un misérable widget. si vous visez de bonnes performances pour votre boutique, je vous conseille de rester sur un bon vieux formulaire de contact propre que d'utiliser cette appli trop énergivore pour pas grand chose.
need to be able to turn off sound with a simple button on the main page
it has not been working for a while and will not allow me to see messages to respond to customers
AWFUL! Had SO many customers tell me that after opening an inquiry with this app that they couldn't get out of it no matter what they did, and they couldn't get back to my site. So I tried it myself and it happened to me too! I read in several groups that this has been an ongoing problem for 2 years!! So I uninstalled!
Reply emails to customers are sent from a random generated email address causing them to end up in their spam folder. Unfortunately there is no functionality within the app to change to your own branding. Example of 'sent from' email addess below. xl9krl0ub6u4ftbrbxgzamce7bbo6x5lmdrcyeuw1fe0evhvwp7f.....lr321ih@messaging.shopifyemail.com
quit working. Wont load the Inbox when clicking on it to try to view messages
There should be a way to schedule hours for the chat, including the notification hours.
it's too difficult to change the notification device. it's going to a device i no longer have
Developer reply ·
Thank you for your review. We would like to help you access the mobile app if you are still having trouble with it - feel free to reach out to our team at inbox@shopify.com with more information. - Shopify Inbox team
Telling merchants to deal with Shopify's decision to stop supporting Shop Chat is ridiculous. I will remove Shopify inbox from my store rather than continue having customers believe they are sending messages to me, when, in fact, I cannot even access those messages.
We just made the switch over to inbox, and while you can set hours for chat, it doesn't mean anything apparently because it still sends push notifications to your phone even at 2am, outside of the hours set in the app settings. Super annoying. Seems like a pretty basic issue that should be figured out.
Sehr altbacken, wenige Einstellungsmöglichkeiten und Desktop nicht gleich mit Mobile Version!
