Shopify Inbox
Connect with shoppers and drive sales with chat
Rating
4.7
feedback
5,301
chart
#266
All reviews
Review RSS Feed
Jan. 13, 2022
There are a lot of negative reviews about this app, but I've been using it for a couple of years and really like it. It has improved a lot over that period. It used to be that messages could get lost, but that's not the case anymore. You can see if a customer is still online and if they're not the replies are sent by email. IOS users get the replies via Apple Chat (if you set that up). Ideally, I'd like the option to be able to hide the icon and instead link to chat, e.g. from a contact-us page or in a menu, but otherwise it works for us. Great app for no additional cost.
Thank you for providing your review and for letting us know how you were finding Shopify Inbox, and I'm delighted to hear that it's been of use to you! I can appreciate why hiding the icon would be better for you and I will pass that information on to our development team. Thanks again and we greatly appreciate your feedback. -Victor, Shopify Support
Jan. 11, 2022
The chat is injecting a (1) that affects the SEO on the Google Search Results. Update sitemap does not solve the problem either. Had to uninstall the app just beacuse of this very reason. If you (shopify dev-team) are going to make apps at all, please make some dedication and check the other alternatives and beta-test before release. Please make the necessary tweaks, bugfix and fix all these issues and the app will have great potential im sure! Got this message from the Shopify Support regarding this matter: "The matter that you mentioned is a known limitation and is coming from Google reading the site title after the inbox app sends the first message. What you can do to fix this is resubmit your sitemap to Google and the title will be updated. To do this, please review and follow the Shopify Help Document on Finding and Submitting your Sitemap. Once you have the sitemap, you can head over to Google search console, login, and resubmit this to them. It will ask Google to re-scan your site and this title error on Google will disappear once they have done this." This is only a fix short-term, the only long-term fix is for the dev-team to fix this issue and then make an app-update. Other chat-apps does not experiance this, so it should be an easy fix for the dev-team. I also have some wishes of functions to the Dev-team: - The function to see what the customer is typing before its sent. - See what pages, ip adress, last url visited, live-url, and country etc the user is typing from. - Add more customization to the chat in terms of how it looks, colours, branding, etc. - Function to have the chat appear in different ways in mobile and desktop. - Function to have the chat only appear on example the /contact page only. And not on all pages as of today. - At the end of the chat, enable the function for the visitor to rate the conversation with 0 - 5 stars. Please look at your competitors and make the features even better than them, if anyone you have the capacity to do it, im sure!
Hey, there. Thank you for reaching out about this. Our developers have deployed a fix to resolve this issue. However, it could take some time for Google to recrawl your page in order to reflect the changes. If you'd like to request Google to recrawl your page manually, you can follow the steps here: https://bit.ly/3HUjHT9. Cheers! -Elias, Shopify Support
Jan. 9, 2022
I would give 5 starts but there is a major issue with with Google robots and SERPS. The app is injecting a "(1)" at the beginning of the page tiles to signify the number of messages. This shows up on search engine results pages. Resubmitting the sitemap doesn't fix the issue. Either remove that injection or code it in a way so it is invisible to Google robots. Thank you!
Hey, there. Thank you for bringing this to our attention. Our developers have been made aware of this issue and a fix has been deployed to fix this. It worth noting that it is likely that you'll need to wait for Google to recrawl your website in order to see this resolved. If you'd like to request a recrawl manually, please take a look at the process here: https://bit.ly/3HUjHT9. Cheers! -Elias, Shopify Support
Dec. 29, 2021
This app is adding (1) in all titles of stores for years and they're not solving it. I've seen it also in other stores using this which affects SEO.
We appreciate you letting us know that you have been experiencing this issue here in your review. Our developers are aware of this problem and have made a change on our end that we believe will resolve this issue for affected merchants. However, as you will likely need Google to recrawl your website in order to see the problem resolved on your site, we'd recommend following the instructions listed here in order to help get this issue fixed as soon as possible: https://bit.ly/3HUjHT9. Thank you for getting in touch and I hope you're able to see this fixed on your store before too long. -Victor, Shopify Support
Dec. 28, 2021
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!
Thank you for writing your review and for letting us know that you're experiencing this issue. This is something our development team is aware of and we are working with Google to find a resolution, and we believe we have found the cause of the issue and have made the change that should help resolve the issue. The fix may take some time to come into effect as Google needs to recrawl your website in order for the problem to be resolved. You can ask them to do this as per the instructions listed here: https://bit.ly/3HUjHT9. -Victor, Shopify Support
Dec. 13, 2021
I have tried to use this app several times over the last few months and have been very disappointed each time. It has great potential and I really want to like it but it has fairly major usability problems, delays in notifications of received messages (meaning the customer has already left the chat session before I'm notified they've sent a message) along with a lack of transparency about automated messages. Today I received a notification of a chat message and when I went to respond I can see the app has already sent several automated messages to the customer with incorrect information. These messages were not programmed into the app by me so I have no idea how they were generated. The reply the customer received was incorrect as it advised her that her order number didn't exist, which is incorrect. I now have a very unhappy customer to deal with. I do not trust this app to respond to my customers and have turned it off yet again.
Hi, there. Thank you for taking the time to leave this review and provide us with this feedback. We are sorry to hear you are experiencing issues with the app. I would recommend reaching out to our live support team to take a closer look into these issues with you. Please contact our support team directly so that this issue can be troubleshot and investigated in more detail: https://bit.ly/2AWw5VA. Thanks again! -Marty, Shopify Support
Dec. 8, 2021
Wanted to like this, but found it to be very frustrating for both myself and my customers. No matter want auto-reply was used customers expected an instant reply 24/7.
Hi, there. Thank you for taking the time to leave this review and provide us with this feedback. We are sorry to hear the app didn't work out with your shop. If you reference our Shopify Inbox guide (https://bit.ly/3IRcODq) it notes different ways to create automated messages for your customers. One idea would be to let your customers know the available hours for your team to reply. Thanks again for reaching out! -Marty, Shopify Support
Dec. 6, 2021
I want to like it, but it definitely has some annoying shortfalls. My biggest wish is that in addition to the away message, it'd be nice to just disable the chat altogether and hide it from the website on a schedule. I do this manually sometimes so I'm not getting pinged on my off days, but somehow customers are still able to send messages. Then the app keeps bugging me that "A customer is awaiting a response" and "Make sure you respond to the customer before they get away!" even though I have an away message set with details of how to reach us when the chat window is supposed to be "closed." We only have one person (me) handling online customer support, and I don't want to always be "On" and "Available." I like how well it integrates with Shopify since it is a native app, and the inbox page and app work well. I like how quick and easy it is to solve problems and answer questions when a customer reaches out. I like how they changed the way responses work when sending a message after the customer left the site. Email is much less disruptive and expected vs getting a response with no context from a random phone number because phone numbers used to be required. Please keep working on the app and making it better, but I'm probably disabling it again after the holidays and the holiday returns season is over.
Thank you for taking the time and sharing this feedback with us. We can see how having the ability to schedule the chat availability and being able to disable some of the notifications can be beneficial. We'd be happy to share this with our development team, so we can continue to make our app better. Cheers! -Elias, Shopify Support
Nov. 30, 2021
Can't work. I can't view my message. The web can't be loading this app may have a big problem. I have try several day it is still can't view it. How to do that? come on. omg.
Thank you for writing your review and I'm sorry to hear that you've had this issue. If you can't load the app I would recommend checking that you have the latest version installed, and if you do, uninstalling and reinstalling the app to see if that solves the problem. If the issue persists, please contact our support team directly so that you can be authenticated on your store and this issue can be investigated in more detail. You can contact them via this link: https://bit.ly/2AWw5VA. -Victor, Shopify Support
Nov. 12, 2021
Works to chat with someone online but won't send email reply when they are offline. I kept thinking I was emailing them and wondering why I wasn't getting responses. Then tested it on one of my email addresses and never got a reply. Tried fixing it with Shopify Chat Support and they didn't know what to do either. Just uninstalling for now so that I don't disappoint customers when they don't see my replies. Wish it worked though!
I'm sorry to hear that you've had this issue but thank you for notifying us about it here. I just tested this on my own store and after sending a message as a customer via the online store, I did then receive an email when I responded through the Shopify Inbox app in the admin as the merchant. This indicates there may be an issue with your setup, or with the email address provided via the chat box on the online store. I would recommend contacting our support team again so this issue can be troubleshooted in more detail: https://bit.ly/2AWw5VA. -Victor, Shopify Support
Nov. 9, 2021
This app rarely works. I will get it working for a few days and then it quits sending replies. I don't have time to keep trying to figure out how to get it work correctly. Going back to Messenger.
Hi there. Thank you for taking the time to leave this review and share your feedback. We are sorry to hear you are experiencing issues with Shopify Inbox. I would recommend reinstalling the app to see if you are still having similar issues. If you are, I would then recommend reaching out to our live support so we can take a closer look into these issues with you. To get in touch with our Support team, visit the Shopify Help Center (https://bit.ly/3cJkx8V) and log into your account to create a support request. Thanks! Marty, Shopify Support
Nov. 9, 2021
this app so catastrophic, always delays, not reliable, no flexibility....are there any plans to improve this app soon? The FAQ feature is strong but the rest is horrible, please update if there will be improvements?
Hi there. Thank you for taking the time to leave this review and provide us with this valuable feedback. We are always trying to improve our products for our merchants and take all of our merchant's feedback into consideration. I would recommend getting in contact with us directly to share your feedback on Shopify Inbox so we can share it with our developers for potential future updates. To get in touch with our Support team, please visit the Shopify Help Center (https://bit.ly/3cJkx8V) and log into your account to create a support request. Thanks again! Marty, Shopify Support
Nov. 2, 2021
It is a very simple and nice app. But why can I not remove this "Can I get an update on my order status?" Thats a standard question and everyone can see the standard question. The app is not very useful with this question. I can see that many are asking about this.
Using app
6 months
Total reviews
1
Average rating
3.0
Hey, there. Thank you for taking the time and writing this review. While the "Can I get an update on my order status?" is always there for the customers, it doesn't count towards the 4 active FAQs. Nevertheless, we can see how this question isn't very useful for some stores, and we'd be happy to pass this feedback to our teams. Cheers! -Elias, Shopify Support
Oct. 21, 2021
We are currently in testing mode with this app and most of the features appear to function well and it will be very useful. However, a couple of issues that we've run into is that it doesn't appear that the customer is able to clear their chat history easily. New chat messages seem to be stacked endlessly on previous messages. Also, notifications seem to be hit or miss.
Hi there. Thank you for providing us with this great review and feedback. While you can't delete the messages in Shopify Inbox, you can archive them. Feel free to take a closer look into how you can do this by viewing our Shopify Inbox guide here https://bit.ly/3pxio6L. In regards to your notifications error, this could be caused by a couple of factors. You may want to try re-installing Shopify inbox to see if you are still getting those issues, it could also be an issue with receiving emails from your email provider or Internet service provider. I recommended trying to re-install Shopify inbox, and if you are still noticing these issues, reach out to one of our live support advisors via our help center https://bit.ly/2AWw5VA so we can take a closer look with you. Thanks again! -Marty, Shopify Support.
Oct. 13, 2021
I downloaded this app. It’s on my website. But the widget is not where I want it to be, and I can’t customize it or uninstall it because it’s not in my apps list. I keep getting “reload page” errors messages. I like that it has an app, though.
Hey, there. Thank you for taking the time and sharing this feedback. While the Shopify Inbox doesn't appear in the Apps list after installation, it does appear as one of your sales channels. You can also change the appearance (https://bit.ly/3aXsm9a), and move the widget to the bottom left or bottom right of your store. If you're unable to find the Shopify Inbox, then this is something that our Support team can help you with. Please visit the Shopify Help Center (https://bit.ly/3cJkx8V) and log into your account to create a support request. Cheers! -Elias, Shopify Support
Oct. 11, 2021
I like it but it could be so much better. Here are some ideas that I think should be implemented. ~Custom product listing straight from the message ~Be able to copy and paste snapshots straight to message without having to save and upload a "photo" ~the ability to save frequently used saved replies. It would be nice if we could have 20+ options. ~If the customer has purchased from me before, it would be nice to have all the previous sales and message information on the side of the page. Can you tell that I came from Etsy? lol
Hi there. Thank you so much for your great review and for providing us with this feedback. We do offer the option to save replies, you can configure your saved replies in the Inbox admin. There should not be a limit on the number of saved replies you can have. You can also reply with your "Quick Replies" at ShopifyInbox.com (https://bit.ly/30x02Z4) or through the mobile app. As for your other suggestions, these are great ideas and I have gone ahead and submitted them to our developers for future consideration. Thanks again! Marty, Shopify Support.
Oct. 7, 2021
The phone is notification is so delayed, by the time you get it the customer already left your store 10minutes ago. - Inbox randomly decides to switch off and not be visible for customers. - Inbox not great for managing conversations, I can see some elements are there - App notifications are not a thread, each message different notification Avoid this until it's more polished and to the level one expects from a massive company such as Shopify.
Hi there. Thank you for taking the time to provide us with this review and feedback. We are always looking for ways to better our products for our merchants and we appreciate you taking the time to do this. I would recommend reaching out to our Live support team via our Help Center (https://bit.ly/2AWw5VA) to take a closer look into some of these concerns. If they are indeed not supported in our app, our support team will happily submit your feedback up to our developers for future consideration, thank's again. -Marty, Shopify Support
Sept. 28, 2021
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.
Hey, there. Thank you for taking the time to leave this review, the online store chat appears in the same language as your theme. If you are using an unsupported language, then online store chat defaults to English. You can reference this under the "Appearance" section of our guide for Shopify Inbox here (https://bit.ly/2WKVX28). Thank you again for taking the time to leave this review. -Marty, Shopify Support
Sept. 23, 2021
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.
Hey, there. Thank you for taking the time to leave this review. We appreciate you providing us with his feedback and I can certainly see the potential benefit in your idea. I can certainly see the potential benefit in removing this status message. There is currently no way to remove this message, however, I would be happy to send your feedback up to our developers for future consideration. Thank's again!. -Marty, Shopify Support
Sept. 16, 2021
This app does not support image. you won not able to see on your mobile. it's completely disappointed.
Thank you for getting in touch and for writing your review. The Shopify Inbox app allows you to upload and share images with your customers via your mobile device; I just tested this myself in my iPhone and was able to share an image successfully. I would recommend referring to our documentation on setting up the app (https://bit.ly/3Dapxxx), and if you're still having issues, you can contact our support team directly who'd be happy to assist you with this image load problem you're seeing on your mobile phone: https://bit.ly/2AWw5VA. -Victor, Shopify Support