Shopify Inbox

The reviews are overwhelmingly positive, with many merchants praising the app for making customer communication easier, improving response speed, and helping customers find products or get answers quickly. Several reviewers say the AI responses are accurate, well structured, and useful for reducing support workload, and some note that notifications are now instant and customer service is exceptional. A number of users also appreciate that the app is easy to use overall and that it can handle queries well, with some describing it as a valuable tool that saves significant time. The negative feedback is concentrated around recent changes and missing controls. Some merchants report that the newer AI/chat experience is harder to use, introduces friction for customers, and in a few cases causes mistakes or poor answers that hurt sales. Others are frustrated by the inability to fully customize or disable certain UI elements, especially the prominent sign-in button, and by limitations such as no easy human handoff, weak follow-up options, poor conversation history access, and missing integrations with email, SMS, WhatsApp, or other channels. A few reviewers also mention layout issues like the chat button overlapping storefront elements, and several ask for better admin controls, more flexibility, and the option to revert to the previous version.