Shopify Inbox
Connect with shoppers and drive sales with chat
Rating
4.7
feedback
5,301
chart
#266
All reviews
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Sept. 14, 2021
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?)
Thank you for writing your review and for sharing your candid feedback with us here, which is something we are grateful for as we seek to develop and improve the app over time. Your feedback regarding the delayed notifications has been logged with our team. In terms of linking products to the messages you're sending, you can do this by clicking on the product tag icon in the app: https://screenshot.click/05-13-39845-6940.png. Clicking on this will allow you to search for products in your store and link them to the message you're sending. If you're having difficulties doing this, or if it doesn't seem to be working properly for you, please contact our support team directly so they can offer their assistance and troubleshoot this issue in more detail: https://bit.ly/2AWw5VA. -Victor, Shopify Support
Sept. 9, 2021
I installed this app as I thought it would be great to talk to my customers in real time. However when it pings at me by the time the app opens the conversation the visitor has usually left the store. Its too slow to load the conversation. Very disappointed.
Thank you for sharing your feedback with us here and I can appreciate the frustration with these delayed notifications. I will pass your comments onto our development team who work with the Shopify Inbox app, to see if this is something that can be looked into and worked on as the app develops over time. -Victor, Shopify Support
Sept. 4, 2021
*Extremely stressful experience. Can’t access any messages although I see them there waiting to be read. The app keeps disappearing and giving me the opportunity to download however it still seems uninstalled. Rubbish!
I am sorry to hear that you've had a stressful experience while using the Inbox app and can appreciate the frustration in not having it work as intended. Nevertheless, we appreciate you reaching out and sharing your feedback with us in your review here. If you are being asked to install the app again after having already done so, there may be a caching error with the browser you're using. You can try accessing the app via another browser or a private/ Incognito window to see if it works better there. If not, and if you are still unable to access your messages, I would encourage you to contact our support team directly so you can be authenticated on the store and our team can look into these issues for you: https://bit.ly/2AWw5VA. -Victor, Shopify Support
Aug. 27, 2021
Hey there, Are we able to switch off app just on desktop? Desktop's appearance is not good enough like mobile and i wanna close the button in there.
Aug. 26, 2021
THe app itself is very good but it's switching off so often that I can't say it is in usable state... I'm tired in reinstalling the app and checking everyday if it's working or not.... I will give you a tip - I'm almost 100% sure it's happening due to updates on your side, you need set some king of automation that will trigger every few hours switching on if you can't solve the problem
Aug. 26, 2021
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.
Aug. 24, 2021
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.
Aug. 22, 2021
Can not change the language. Can not delete sections. Can not customize for convenience. Why lunch a product that is not ready!?
Aug. 19, 2021
It's a good app, my visitors use it a lot. However: - The size should be customizable. It looks very big on mobile. - There should be an option to add it to the menu instead of having an intrusive bubble on the screen. If that is fixed, it's a 5/5
Aug. 14, 2021
We should be able to archive the conversation once its done. Also Once it is read you cannot change it to unread. I get hundred of messages everyday and It is hard to keep track
Aug. 14, 2021
It can't support guide visitors to leave emails, not phone numbers in North American. We can't adjust the setting.
Aug. 4, 2021
I installed this app, invested time in tweaking and testing it, added the phone app to be always responsive. No action on the app for since testing. Now I look at my backend and the app is not even there! What's with that?! I like the idea of what it offered, but it didn't come up with the goods :-(
Aug. 2, 2021
Why we cannot give negative stars?? Minus 1000 for us, it installed by itself on a perfectly working chat (Ping) and is now asking our customers for their phone number to start a simple chat, we basically lost every contact with our customers, shame on you!
July 24, 2021
Hi, We would give a 0 star If we could. We never added the app on our store and we just received an email saying that a message is waiting via this app. After login, we realize that the app is available and running. Unable to remove it now. Please could you remove it ASAP. Thanks.
July 23, 2021
It's currently impossible to delete or mark conversations as inactive from the desktop web based version. You will have to download their mobile app in order to do this. How this was published without such a feature for desktop users is baffling to me. Yes, I understand there is a work around but no one runs their full time business from their phone only. And no one who manages a large amount of customer support does it from their phone either.
July 29, 2021
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?
July 15, 2021
it would be better if customers could send a picture or file at the chat. hope it has the improvement asap.
June 17, 2021
The only good thing about this is the order lookup. Otherwise it's very, very basic. Needs a lot of improvement to do things like missed chats, tell customers that you're offline, etc.
June 11, 2021
was working fine, but now won't stay on my site? seems like an issue as this didn't happen before - doesn't stay in the app store.
June 9, 2021
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.