Shopify Inbox
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Was a 1-star, edited back to 4-star! Shopify has fixed the customer log-in requirement! HURRAY! Now we have an option to collect Name & Email only. This is a great move Shopify. Only room for improvement would be handoff from AI agent to Human, we turned it off only due to not knowing what the agent was up to - otherwise it actually did everything great.
Thanks, and following up on my email: there is now a middle option, not just the sign-in toggle. A new Inbox setting lets customers share their name and email to start a chat without signing in, like the old Inbox, so you get contact details for after-hours follow-up without adding login friction. 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, but you now have both paths.
Die App macht was sie soll. Sowohl die Einstellmöglichkeiten für automatische Antworten wie auch die Nachrichtenbearbeitung selber ist durchdacht und funktioniert gut. Einen kleinen Verbesserungsvorschlag hätte ich noch: Die App zeigt, wie üblich, an wieviel Nachrichten noch nicht gelesen worden sind. Das ist aber meisten irrelevant. Richtig gut wäre ein Posteingang wo man möglichst leicht oder standardmäßig nur die Nachrichten angezeigt bekommt auf die noch niemand geantwortet hat. Das ist nämlich in der Kundenbetreuung ausschlaggebend: unbeantworte Anfragen.
Jusqu'à il y a quelques jour l'application était bien, maintenant c'est vraiment nul. Même les clients ne peuvent plus reprendre des discussions qui ont parfois plusieurs mois. On arrive sur une interface qui ne se mentons pas ne sert pas à grand chose. Avant c'était clair et direct, maintenant je dois réfléchir pour trouver ce même onglet. Je vais probablement changer d'outil de discussion. Sauf si on me propose une méthode pour revenir à l'ancienne version.
Merci for the feedback. Losing the thread of a conversation is exactly what we are fixing. A new Inbox setting lets customers share their name and email to start a chat, like the previous Inbox, so conversations stay connected to a contact you can reply to. 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, but you can now choose the simpler path for your store.
Getting answers completely wrong. I need help turning the chatbot off.
Very helpful replying back with the customers when I'm not around to communicate with them.
The latest update completely changed how it looks for the worse. It isn't something you can can change like a theme feature. I will be removing this app as soon as I can make a replacement.
Thanks for this review. 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.
The Shopify Inbox AI agent has real potential and is a genuine step up from the previous Inbox (which was limited to live chat management). But several issues still need fixing before it can be used reliably in production. 1. Response language The AI has replied in English even though the entire conversation was in French. 2. Inconsistency depending on how the question is phrased Two questions with the same intent, phrased differently, don't give the same answer: one omits relevant information/product, the other doesn't. This is a real reliability concern if the result depends so heavily on the customer's exact wording. 3. Hallucinated non-existent link On certain requests, the AI tries to share a link to a page that doesn't exist at all on our site. How can this type of URL hallucination be avoided? 4. Scope of learning Does the training/learning happen only at the conversation level, or does it also benefit future conversations? 5. Disabling the AI mid-conversation After disabling the AI agent while a conversation was in progress, it kept being handled by the AI despite the box being unchecked. Is this a bug? 6. Limited training options For training, with Knowledge Base you can suggest answers, but not suggest new questions in the scenarios. Is this planned? We also don't have control over selecting/correcting which data source is used, which is surprising. Overall, a great tool at first glance, but one that still needs a lot of foundational work. Looking forward to updates. In the meantime, to get reliable answers, I'm forced to use another paid tool instead of this native, free one.
Thank you for taking the time to share such a detailed and thoughtful review. We reviewed the issues you raised against the actual conversations on your store and have shared the findings with our engineering team who are actively digging into the underlying causes to fix them. To clarify two points: The training/learning will benefit future conversations and also allow our background agent to suggest improved Agent persona if that will be more helpful for representing your business to buyers accurately. Also, yes we are planning to surface more questions in Knowledge Base based on the conversations buyers have with your agent. We appreciate the thorough testing and candid feedback. This is exactly the kind of input that helps us make the product more reliable.
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