Shopify Inbox

Aug. 11, 2022

ITS OK VVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVV.

Aug. 10, 2022

We used this app for a few months and found some serious limitations. One, it's not possible to search for or within conversations. That means you could have a conversation with a customer and not be able to find it unless you scroll through all conversations and find it manually. Or worse, if you have multiple chats from the same customer, you have to re-read all of them until you find the specific conversation piece you're looking for to confirm that you say the same thing again. Using the Shopify Inbox app through a mobile phone doesn't let you type more than a few lines before you lose the "send" button and can't send the message. We found a work-around (type the message, then close the chat, then re-open the chat to see the send button) but it's really clunky and not well thought through. Lastly, when we remove the app we'll have no record of any chat conversations because the chat transcripts were never emailed to our email inbox as promised. That's a complete fail that really limits the ongoing use.

Aug. 5, 2022

Better now - finally has SOME functionality. Are you seriously making my type 100 characters in order to submit a review?

Aug. 4, 2022

I want to like this. It's convenient in a few ways, however, the top of the chat is cut off in desktop mode, meaning customers can't read my greeting message and can't close the chat if they don't know the trick of clicking on the chat circle. I contacted the developer only to be told they know it's an issue but have no correction for it. How they don't have a scrolling option or ability to adjust the height/width of the chat widget is beyond me, especially for such a complex app. I feel as if this should be a foreseen issue on their part. We may go back to using the Tawk App, since we didn't have this issue with that chat app and it's also free.

July 29, 2022

Currently only available as an online chat tool, the auto-reply feature is useless, it's very imperfect. Important point, please don't use "document.write()", Google pagespeed insights tell me that this is slowing down my site, and I can't optimize it

May 16, 2022

Hello, we really hope that the Shopify Inbox can add a option that only the clients who have ordered / the clients who have registered can send us the messages. Because now we do not provide the cutomised customer service to all the clients. Thanks.

Jan. 27, 2022

App is simple enough. No fancy features like Tawk.to and its ok. However design is terrible. Pop-up window's top part goes out of screen on small desktop screens/resolutions. Also chat icon has too much margin. It is located far away from corner of mobile screen. It should be just pixels away from edges but right now it is too far away.

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!

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.

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.

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?)

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. 14, 2021

It can't support guide visitors to leave emails, not phone numbers in North American. We can't adjust the setting.

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?

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.

May 17, 2021

We had the chat installed, but it has the following problem: you open the chat, type your message. Then you are asked for your email. If you have entered the email, you have to type the chat message again. That's anoying for the customer.

Feb. 7, 2021

I really wanted to like this app. Integration with Apple Messages works well, it looks good and everything is centralised on Ping. Plus it’s free. However, just turning this app on instantly kills my pagespeed score! It’s loading webfonts, google captchas, jquery and a bunch of other stuff. Plus I have no control over it. There should be an option to manually insert chat onto the theme, so I could get some control on how it’s loaded. Or options to disable chat on mobile version (it’s where it’s most noticeable the performance hit). Or please do anything really about performance, I want to use this app and chat service but as it is it’s simple impossible.

Jan. 5, 2021

If you use iOS, this app is great! If not, move on. I was excited to use this app because it integrates so well with the rest of Shopify, however many of the features are only available if you are using the iOS app (availability hours, saved replies, link to products and discounts, etc). Desktop and Android only give you access to the basic chat without the ability to edit any of the settings or more advanced chat options. Hopefully they update the desktop interface to include the ability to manage settings and full chat options, because everything else about it looked really promising and easy to use. Installation was very easy, the only issue is that the chat button is enabled automatically before you've customized any settings. It's easy to disable so just be aware to do that if you are not ready to start customer chats right away.