Shopify Inbox
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Getting answers completely wrong. I need help turning the chatbot off.
It’s not as user-friendly as before, and I don’t like the new design. I hope you can bring back the previous version.
This is BAD. The update added images I can't control.
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.
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!
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
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.
It worked great when I first set it up, but following an update in late July, things changed; the AI no longer responds, meaning a human has to answer every message from customers—which makes the work much harder. Please revert the app to how it was before; the previous setup was excellent, and the AI assistant handled the job much better. Now it’s too basic and doesn't work effectively. Please go back to the way it used to be.
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.
Hi Advance Pet Mart, sorry the update has been frustrating. In your Shopify admin, go to Sales channels → Inbox. Under Chat settings, you can turn Require customer sign-in off, set your Staff hours, and use Assign agent to have AI handle all conversations or only cover times when staff are unavailable. You can also turn Agent off entirely for staff-only chat.
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.
We need localized features on the app (at least multiple language support for the welcome message on the chatbox)
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.
Hi Verdant Furniture, sorry this update disrupted your chat. Go to Sales channels → Inbox and select 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. Also under Sales channels → Inbox → Chat settings, you can also turn Require customer sign-in off to let customers chat without signing in. We have one more update for you. You asked for more control over how the chat looks, and that is now live. In your Shopify Admin, go to Sales channels > Inbox and click the pencil icon next to the Inbox name. It opens the Theme editor on the Inbox app embed, where you can adjust text size, chat button size, and colors, so the chat can be as prominent or as subtle as you want.
Ya no sirve para plan started
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
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.
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.
Tak for din ærlige feedback. For at knytte fremtidige samtaler med medarbejdere til kundernes bekræftede mailadresser skal du åbne Shopify Inbox og vælge Kundelogin. Slå Kræv login for at chatte med medarbejdere til, og vælg derefter Udført.
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!
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