Shopify Inbox
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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.
Customer Service is exceptional.
Overall, Shopify Inbox works pretty well and I’m happy with it. The main issue is the z-index/layering of the chat activation button. The chat button often overlaps or covers other important elements on the storefront, such as the cart drawer, Quick Add buttons, and email pop-up windows. It would be great if Shopify could provide better control over the chat button’s z-index or update its default layering behavior so it doesn’t interfere with other storefront elements. Everything else is pretty good — this is just a small but quite annoying UI issue that I hope can be improved in a future update.
The new AI version of this app is not as good as the previous version. Despite creating several custom FAQ answers detailing the store location and having it select the correct answer in the test feature, I can not get the AI to give the store address when asking from the customer side of the app.
BLOCK SENDER FEATURE SORELY NEEDED. The same person spams me over and over and all Shopify Inbox lets you do is block the conversation. Absurdly useless!!!
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