Shopify Inbox
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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.
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.
Bom dia, Muito bom, recomendo! Só tem um problema que encontrei. Quando o cliente pede o link do produtos no site e ele está ok para aparecer, o card, dentro do conversa não trás o link para o cliente abrir o produto no site. Já revi todas as configurações, o cad do produto aparece na conversa, mas sem link para o cliente clicar e ir para a página do produto no site. E está tudo configurado corretamente...
Bom dia! Muito obrigado pelo feedback e por recomendar o app. Já estamos corrigindo esse bug para que o link do produto apareça corretamente no card da conversa. Agradecemos por nos avisar!
It's overkill for people to reach you... Turning it off.
Very pleasant and easy to use; the AI responses are scary accurate
Shopify Inbox should be connected to the major sales channels of Email, SMS, WhatsApp. This app isn't designed correctly because it should be integrated with the channels that Shopify Messaging is using. Ideally when you send a promotion, you can just allow customers to message you back and convert them directly in chat. The PMs here should look at how ManyChat works and build a more streamlined integration between Shopify Messaging and Inbox. This should also integrate with other sales channels like FB Messenger or IG DMs. There should be automation features where you can send leads to the cart directly from a DM.
If the customer sent a message without leaving an email or a phone number, we cannot follow up with the customer once he/she went offline. For this reason alone, I stopped using inbox. The problem above is solved on 26 Aug 2026. We are back on shopify inbox again. Just one thing, when the customer went offline, and received an email to view the converstaion, if the customer is using another device and click on view the converstation, he/she will not be able to see any previous messages. Not a big issue.
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.
has this app been fixed ? im not installing it until its fixed
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 app is great it does what its meant to do and i am satisfied.
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