Shopify Inbox

1. Loading is far too slow! If the network is slightly worse, the loading speed is 3-5 times slower than the old version! 2. The FAQ section only appears when customer service agents are offline, rendering it practically useless; under normal circumstances, it merely displays static, meaningless product images. 3. The AI ​​chatbot fails to answer questions even when the relevant information exists in the Knowledge Base; it only responds if the details are explicitly described on the product page itself. This is extremely inconvenient for listing products via modular plugins. 4. It is no longer possible to customize the underlying behavior of the AI ​​chatbot (e.g., you cannot customize the automated response triggered when handing off the conversation to a human agent). 5. The inability to customize the AI's core logic means it acts foolishly when encountering unfamiliar questions and delivers stiff, unnatural responses; optimization relies entirely on Shopify code adjustments rather than allowing for direct customization of the AI's persona or behavior.

Agent is limited; even if we give it info, it keeps responding as if it is clueless.

The latest update completely changed how it looks for the worse. It isn't something you can can change like a theme feature. I will be removing this app as soon as I can make a replacement.

The Shopify Inbox AI agent has real potential and is a genuine step up from the previous Inbox (which was limited to live chat management). But several issues still need fixing before it can be used reliably in production. 1. Response language The AI has replied in English even though the entire conversation was in French. 2. Inconsistency depending on how the question is phrased Two questions with the same intent, phrased differently, don't give the same answer: one omits relevant information/product, the other doesn't. This is a real reliability concern if the result depends so heavily on the customer's exact wording. 3. Hallucinated non-existent link On certain requests, the AI tries to share a link to a page that doesn't exist at all on our site. How can this type of URL hallucination be avoided? 4. Scope of learning Does the training/learning happen only at the conversation level, or does it also benefit future conversations? 5. Disabling the AI mid-conversation After disabling the AI agent while a conversation was in progress, it kept being handled by the AI despite the box being unchecked. Is this a bug? 6. Limited training options For training, with Knowledge Base you can suggest answers, but not suggest new questions in the scenarios. Is this planned? We also don't have control over selecting/correcting which data source is used, which is surprising. Overall, a great tool at first glance, but one that still needs a lot of foundational work. Looking forward to updates. In the meantime, to get reliable answers, I'm forced to use another paid tool instead of this native, free one.

Das neueste Update, ist komplett Unsinnig. Das Annonymisieren des Kunden, verhindert aktiv, dass Probleme schnell und unkompliziert gelöst werden können. Kunden die ein Problem haben, können nicht nachvollziehen, warum wir den Namen, bzw. das Kundenkonto nicht sehen können. Auch das Kontaktaufnehmen mit dem Kunden im Nachgang (wenn sich der Kunde außerhalb der Betriebszeiten meldet) gestaltet sich unheimlich schwierig, da ich den Kunden nicht einmal ansprechen kann oder ihm sein Kundenkonto aufrufen kann. Das führt zu deutlich schlechteren Servicebewertungen - Bitte hier unbedingt nachbessern

The new version of the app looks slick, and it's a promising step forward, but the requirement of the customer to verify their email address for a simple inquiry is unnecessary friction. If the customer doesn't input their email address, we're unable to follow up with them. If the customer does input their email address, they're required to receive a six-digit code. The UX is confusing and creates a significant drop-off rate. Please fix ASAP!

leider können spam mails nicht gefiltert werden. und es gibt keine möglichkeiten, nachrichten in bulk zu löschen

Very basic, not at all built out. There's no option to export your chat history to be able to analyze what questions are commonly asked to create your instant answers from that data. Also - Shopify "Magic" is anything BUT. It's supposed to use AI to generate suggested Instant Answers for your store...but clearly it just scanned our website to come up with them rather than view our chat history and commonly asked questions. Definitely not well built out. If you need any actual support chat capabilities, you need something else!

No me aparece en mi página si entro desde el celular y no hay un soporte con personas para ayudarme a ver qué es. EStaba activado en la parte de "Temas" en las "incrustaciones de apps", desinstalé y reinstalé, y nada

It would have been ok if it didnt conflict with chrome. If you look at the site under developer tools it shows up as a javascript error. That is why I had to remove this app.

恕我直言有时候的体验很差，因为根本加载不出来，我可以确信不是我的网络的问题

Very rudimentary but works.

Cannot translate but app is amazing

Need better spam blockers. What you have in shopify inbox is terrible.

This app desperately needs inbound email capabilities. Once they have that I'll switch from Intercom. But until then, its just not featured enough to make the switch!

Sometimes great other times annoying as it won't close and you are left with annoyed shoppers who buy elsewhere as they cant ask questions and buy when there are bugs .... it wont let you leave the chat.

Unfortunately the instant answers cannot be translated. So they are useless in multi-language shops. Also AI-generated answers (to frequently asked questions) are lacking. Pro: Setup quick and easy.

Great functionality, but honestly the UI looks like its built by kindergarden pre-school kids. Very disappointed for something built by Shopify actual staff. No way to further customize floating widget button, intrusively too large for Desktop & Mobile. No way to set what and how the button is displayed. No way to set where to display. Added functionality to further customize the look, size of widget & how it is embedded in the pages would push this to 5star app. Currently its really fundamental and lacking.

ok

Its great except if you have a customer service agent or another email for support questions you cant use this app. It will only send to the store owners email. They really need to change this - most store owners are doing their own support or have a different email even if they are and cant change their stores email to the support email for security reasons.

We like the idea of using the Shopify inbox on our site but in reality the app is too basic. There is no ability to universally select notification settings. Notifications are automatically set to ON and now everyone with access to our store is getting notifications. To switch this off - EVERYONE will need to individually enter the app and disable notifications for themselves. Even if you have 100 staff members who are nothing to do with customer service. That is bad app design. As the store owner I should be able to select who gets access to Shopify inbox and universally what the notification settings are. I think there also needs to be more functionality integrated around which staff members are currently available to take conversations - ideally auto allocating them to people on shift.

its always bots

I don't think I am getting notified when mail arrives, otherwise I am fine with it

Impossible to change the email address that email notifications go to.

I meant to check bad: I am being inundated with messages from random strangers who want to, "talk about Shopify" but don't. I think they're bots and its starting to get annoying!

WHEN AI API CONNECTION TO THIS APP!!!!

It's good but not very customizable. You can't move it to where you want it on the screen and I can't find where to change the instant answers.

Caution - this app has some very serious omissions. It's absolutely NOT ready for prime time. It's missing some essential features. On the plus side, easy to install, use, and find integrated customer info. But the down sides are pretty major. If you ever run into a problem with a customer, and you need to be able to share a prior chat with that customer, you won't be able to. You can not export any chat. You can't email the chat to yourself or a customer. You cannot even copy/paste the chat transcript into a document. It just doesn't copy correctly. Further, your customer cannot log back in and see this chat. I'm pretty confused on why this app is getting so many 5 star reviews. I have used quite a few chat apps and I was suckered into this one because it's free and I generally think highly of shopify apps. However, this app just doesn't cut the mustard. I'm ditching it and getting something that has chat transcripts that can be sent to my primary customer service email address so that I can always share it with a customer. Very disappointing app.

Live Chat allows people to preview what the customer is typing to help better anticipate their needs and give an almost immediate response. Watching dots ... is a waste of time when every second matters

I know the app is free but people send messages and i don't receive them. i only knew this when i watched store recordings and saw clear messages/chat being send and email subscriptions to realize this app did not send any notifications or email to me. WHY?

Now that Facebook and Instagram are no longer integrated, we need to look for another app. This app had potential, but now sadly is slightly better than useless

Just enabled chat 2 hours ago and have already received 8 spam messages. What can we do to block these spammers?

Your app creates customer profiles on its own, so when the customer goes to create an account, it says "this email is already in use".And also on resetting password it show their is no account but on login it shows email already exists.

Leider wird der Facebook und Instagram Messenger entfernt. Somit muss man diese Kanäle nun über Umwege extern abrufen. Warum macht ihr sowas?

Una app que se encuentra limitada en su personalización. No está la opción para mover el chat mediante código.

Great App, worked really well for us, but disappointed to see Instagram and Facebook Messenger will no longer be supported, having it all in one place is the main draw of this

Handige app maar niet als je webshop meerdere talen heeft. Je kunt je automatische berichten niet vertalen in meerdere talen.

La App è fatta molto bene ma non è possibile una funzione essenziale: disabilitare la visualizzazione e nascondere il modulo pre-chat dove vengono richiesti il nome, cognome ed email del visitatore.

App ist gut, aber habe in letzter Zeit ständig Probleme beim Einloggen (Code 1000), was recht nervig ist.

PROS: Works, free, no major hiccups and customers do use it. CONS: lack of meaningful design customization (its just a giant bubble that cant be shrunk/tweaked or moved), cant select where emails go, cant disable on pages where it makes no sense, opaque/confusing language makes using the app more of a chore than it should be, and finally we're also getting spammed on it... Almost every other public-facing app we use has these kinds of options/customization tools. I kind of wish customers didnt use it so I could delete it and not deal with these annoyances.

Very disappointing: I installed this app after Shopify notified me that they no longer supported my previous (shopify supported) app for chats. But this app only functions in one language, hopeless for all those gazillions of websites that are multi-language. My translation app (previously recommended by Shopify) cannot intervene as Shopify Inbox is a widget that seems to be loaded onto the page via an iFrame, meaning that the content is stored somewhere else and just loaded in. Sadly, Langify cannot access this type of content. Shopify's answer is to recommend 6 other translations apps. Perhaps they'd like to pay for someone to do the back office work necessary to load up all the translations again!

- Frequently fails to deliver messages to customers, and resending fails as well - Does not show images shared by users from social media channels - Shipping status autoreply can't be disabled, even when it's not functional in your region - Does not provide reliable status of user presence - Notifications are unreliable, and frequently received after the customer has given up and left

pretty good experience so far although I don't know how it relates to the customer on shopify I was trying to reach? shopify took me out of my customer's order to this and now I can't find my customer?

ITS OK VVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVV.

We used this app for a few months and found some serious limitations. One, it's not possible to search for or within conversations. That means you could have a conversation with a customer and not be able to find it unless you scroll through all conversations and find it manually. Or worse, if you have multiple chats from the same customer, you have to re-read all of them until you find the specific conversation piece you're looking for to confirm that you say the same thing again. Using the Shopify Inbox app through a mobile phone doesn't let you type more than a few lines before you lose the "send" button and can't send the message. We found a work-around (type the message, then close the chat, then re-open the chat to see the send button) but it's really clunky and not well thought through. Lastly, when we remove the app we'll have no record of any chat conversations because the chat transcripts were never emailed to our email inbox as promised. That's a complete fail that really limits the ongoing use.

Better now - finally has SOME functionality. Are you seriously making my type 100 characters in order to submit a review?

I want to like this. It's convenient in a few ways, however, the top of the chat is cut off in desktop mode, meaning customers can't read my greeting message and can't close the chat if they don't know the trick of clicking on the chat circle. I contacted the developer only to be told they know it's an issue but have no correction for it. How they don't have a scrolling option or ability to adjust the height/width of the chat widget is beyond me, especially for such a complex app. I feel as if this should be a foreseen issue on their part. We may go back to using the Tawk App, since we didn't have this issue with that chat app and it's also free.

Currently only available as an online chat tool, the auto-reply feature is useless, it's very imperfect. Important point, please don't use "document.write()", Google pagespeed insights tell me that this is slowing down my site, and I can't optimize it

Hello, we really hope that the Shopify Inbox can add a option that only the clients who have ordered / the clients who have registered can send us the messages. Because now we do not provide the cutomised customer service to all the clients. Thanks.

The interface is unnecessarily complicated. Too many screens have to be navigated to accomplish knowing if there are messages or even replying. However, it is useful and we will continue using it. Recommendation - make the dashboard the place linked to messages and be able to respond much more easily.

App is simple enough. No fancy features like Tawk.to and its ok. However design is terrible. Pop-up window's top part goes out of screen on small desktop screens/resolutions. Also chat icon has too much margin. It is located far away from corner of mobile screen. It should be just pixels away from edges but right now it is too far away.

Useful app but we have a big problem with it. It adds (1) to the page titles. And it affects google search results. The number count is caused by the notification count for the Chat feature on storefronts being added to the metadata of the store. This information is being picked up by search engine bots which then update the search result titles. We need a decent shopify help!

It’s not possible to translate the user interface of the app. The chat appears to customers always in English so it’s only useful for shops in English.

Doesn't allow you to delete the FAQ: "can I get an update on my order status". Since I couldn't delete it, I just turned it off. So not using the chat feature within the store. I would use it if they allowed us to delete that. I know many others have asked for that.

Really slow, as others have said, and notifications of customer messages only come sporadically. I can check the inbox and clean everything out, then five minutes later check again and there will be a message a customer supposedly left hours ago. What the ---? That creates terrible customer service. I also can't figure out how to link a product into the message, even though the app store description says it can be done "easily." Like so many other "great ideas" Shopify has had lately, it seems hastily put together with little beta testing by actual users before release. (Shopify email ring a bell?)

This is another app (like Shopify Email) that Shopify has released before it is very functional. There is a message to start the chat that you can't get rid of. My customers accidentally set it off and then give up and leave the app. Even the Shopify support person did the same thing.

While visitors to my store seem to enjoy using this method of chatting the back end is a nightmare to use. You can't filter conversations easily, there is no bulk "Mark As Read" or "Assign to X Staff Member" option. I made the mistake of connecting it to Facebook messenger and now have hundreds of "Unread Messages" that were handled on Facebook's platform, and many times the messenger messages duplicate. This makes it impossible to find the Shopify Inbox customers. If the quality of the customers I'm getting on the Shopify chat(most are people just writing "PRODUCT NAME ???" in all caps with no context) doesn't improve I'm going to have to go back to just using Facebook's Messenger App.

Can not change the language. Can not delete sections. Can not customize for convenience. Why lunch a product that is not ready!?

It can't support guide visitors to leave emails, not phone numbers in North American. We can't adjust the setting.

Has anything improved with this App after it was renamed to Shopify Inbox? We installed it before but found the front-end widget on our site buggy. It was cut off, impossible for users to see the bottom of the chat window. [ UPDATE ] I am very interested in using this App as its advertised features look great. The backend looks great. The front-end... still a major issue of users not being able to see the bottom of the chat window. Until this is fixed how can this be usable?

I wanted to like it, but there are issues. First, as others have said, why make the customer enter their phone number? OK - so it tells the operator that the number links to a customer account, but the operator cant click on anything to get to that account. Same goes for order numbers - they don't link - that would be useful. Worse, it doesn't identify when someone is logged into Ping, which is where the operators have to be to read messages, so that if someone closes their Ping window the chat button stays there, allowing customers to try and chat but get no response. Actually a huge negative for customer experience. Fix that stuff and we can talk. Until then, I have to go elsewhere.

We had the chat installed, but it has the following problem: you open the chat, type your message. Then you are asked for your email. If you have entered the email, you have to type the chat message again. That's anoying for the customer.

I really wanted to like this app. Integration with Apple Messages works well, it looks good and everything is centralised on Ping. Plus it’s free. However, just turning this app on instantly kills my pagespeed score! It’s loading webfonts, google captchas, jquery and a bunch of other stuff. Plus I have no control over it. There should be an option to manually insert chat onto the theme, so I could get some control on how it’s loaded. Or options to disable chat on mobile version (it’s where it’s most noticeable the performance hit). Or please do anything really about performance, I want to use this app and chat service but as it is it’s simple impossible.

If you use iOS, this app is great! If not, move on. I was excited to use this app because it integrates so well with the rest of Shopify, however many of the features are only available if you are using the iOS app (availability hours, saved replies, link to products and discounts, etc). Desktop and Android only give you access to the basic chat without the ability to edit any of the settings or more advanced chat options. Hopefully they update the desktop interface to include the ability to manage settings and full chat options, because everything else about it looked really promising and easy to use. Installation was very easy, the only issue is that the chat button is enabled automatically before you've customized any settings. It's easy to disable so just be aware to do that if you are not ready to start customer chats right away.

Good concept, too raw, more frequent updates are necessary. I encourage native apps for better integration, but this one is useless. We manage 2 stores in 1 app (android), I've to log in every time I open the app, I can't copy any message, to share with our members (sales, warehouse, etc.) I can't find where are the messages stored in the admin panel. I can't capture visitors contact details.

I'm writing this review in hopes that shopify will read it and improve on the app! This app has actually helped us engage with many buyers, and close many sales. BUT...and this is a big but...it takes forever, and it's very hard to do so using an iphone. There's no desktop version, and that makes it very expensive to make these sales. What it has proven to us is that there is a need for chat in our store and customers love having that access. Our wishlist... a desktop version, an order lookup in the chat itself, and an immediate prompt / text box for customers to leave an email. At this point, customers are only prompted to leave an email after they've asked a question. Then, they're told "oops, we're not here, please leave your email" and often, they do not. They're so disappointed we've wasted their time by then that they click off. It's not a horrifying app. But, I'd call it "chat for beginners". Very beginners ;)

Poor customisation, chat message received time lag, overly complex sales channels with apple chat and messenger. Could be greatly improved, now we are looking into a third party chat option. Also just don't like the aesthetic of the chat button.

Doesn't appear to be any way to set availability on IOS either, and that is very frustrating. Customers are reaching out at all times of the night we are not able to answer at those times.

Shopify, please get rid of the "Leave a number and we'll text you back as soon as we're available (an email address works too)." It's constantly showing, even when the store owner is not 'away'. It signifies to the customer that we're unavailable when we are. Also, consider putting an end chat feature on the store owners end, automatic options and also button controlled. So the customer knows the chat's ended when it has. On the customers screen it seems like continuous messaging, but on the shop owners screen, its a different visitor and a whole new chat. Please look into these, your almost there.

I like how ell thais app is integrated with the Shopify system. What I don't like is that the opening message for the customer is not customisable. The users don't have to put in any details of themselves which makes it difficult for the store staff to strike a personalised conversation. All customers have a name like shopper 123, which doesn't help.

Unfortunately had to disable the app because it's lacking a couple of standard features in comparison to other visitor chat apps. Also, as Ping for Android took a while, would have expected at the very least, it would have the same features as the IOS verison. For now it doesn't - one example, can't set availability hours.

The app is ok but why do you you need full access to use the app? I wanted my assistant to manager the chat but i do not want to give her full access.

You must be kidding me. I am surprised that Shopify business team have undermined Android users so heavily. You guys are a billion dollars business and could not afford to release Android version at the same time. Shocking.

I am moving back to Tidio Very disappointing since is a feature from Shopify. Conversations as not keep together, the system starts a new one after a short time and to get worst there is no customer name so I am don’t know if is a new conversation.

Going to have to agree with the other reviews. Looks like a great free app to add directly from shopify but it's absolutely worthless to me without android or desktop support to answer messages.

The biggest thing that would help would be the ability to use it on a desktop as well. Interacting with a customer via typing on a phone, copy and pasting pages on a phone, etc. is far less cumbersome when in front of the computer, and so on. So, when at the desk, I'd prefer to use the computer and only when I have to, use the phone. Would make interaction/responses quicker, clearer and faster, and thus making the customer service better, if the goal of this app is to be service oriented. Additionally, being able to adjust the location of the message icon on the site would be helpful in light of other apps that use the same floating concept. Maybe offering bottom left, bottom right, mid-right, mid-left, top-right, and top-left as options would be and helpful. As someone else mentioned, a "ding" or audial alert seems to be of fundamental importance with an app such as this and it appears to be missing. Good idea, but implementation needs to be a bit more nuanced with, at minimum, the updates mentioned above before we could reasonably consider using it.

If you aren't always ready to respond in seconds, this will only be a source of frustration on both ends. Customer doesn't know if you're typing a response, but more importantly you can't reach them if they close the page. I also tested on a separate iPhone, as if I were a customer. I initiated a chat, which took up 95% of my viewport. Then I minimized it so I could continue browsing. The shop owner (me on another iPhone) replied, but there was no way for me to know that unless I manually expanded the chat bubble again. According to Shopify, "Customers using Safari on an iPhone, iPad, or Mac will see Apple Business Chat. All others will see Shopify Chat." ...I've had an iPhone since they were first released in 2007 and I have no idea what 'Apple Business Chat' is--but regardless nothing special happened. The chat looked exactly the same as it did on my PC. The option to capture an email could save this app for me. I don't have a customer service team always ready to respond in an instant. I'm a guy with a life and it might take me a few minutes.