Shopify Inbox
Connect with shoppers and drive sales with chat
Rating
4.7
feedback
5,374
chart
#194
All reviews
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Feb. 24, 2023
Can't manage how to start a chat without giving all info related client name and email. Many propects are just quit our website because of that Any solution?
Hey, there. Thanks for taking the time and sharing this feedback with us. We understand that some customers may prefer not having to share their info in order to ask a question. However, in the event that there isn't anyone available to reply to customers using the online store chat, the email is required so that their questions can be forwarded to your inbox allowing you can get back to the customers later. That being said, we can see that there are some improvements that could offer a better experience, such as capturing the customers' information only when the online store chat is offline or by making some of the fields optional, and we'd be happy to share this feedback with our development team. Cheers! -Elias, Shopify Support
Feb. 15, 2023
Looks easy to set up and use but from client perspective the chat icon bugs everytime they try to initiate a chat. When they clic on the icon, it desepears and the website freeze completetly. It is so bad for client experience. How to avoid that? So for now i had to disable it.
Jan. 19, 2023
Doesn't support multiple stores... Makes you logout/Login to change stores... we have many Shopify stores and need to be able to quickly switch between them just like the Shopify app allows. And since this is messaging its even more crutial to have instant access to respond to customers - if we are not logged into the app with the correct store we wouldnt get the message... Fix this otherwise this is useless
Hey there, FSWERKS. Thanks for taking the time to leave us a review for Shopify Inbox. We've received a lot of feedback regarding this specific request, so I'm happy to add your feedback to the collection we've gathered for our Product Team. I'm happy to let you know that the team is aware of the value this specific feature would bring to Inbox. I can't comment on when such a feature may be released, but you can rest assured that your feedback has been passed along to the appropriate folks. Thanks again for your review. -Imogen, Shopify Support
Jan. 17, 2023
I am having this error for more than 2 months. "An error occured: Could not login to Inbox, please try again later (1000)" Asked for support and haven't had any support. Yesterday, I deleted the sale channel but it is back on my sale channel list. (How!!!) Can anyone help me use or delete this thing?
Hey there, Kira the Cat. Thank you for taking the time to leave us a review for Shopify Inbox. That error you're receiving there is definitely something we want to assist you with. I know that you mentioned that you spoke to our Team for support, but I recommend that you reach back out to us using this link: https://bit.ly/2AWw5VA. We absolutely want to get you authenticated so we can jump in and help resolve this. It is odd that the app seemed to appear in your app list again after you had deleted it. If you decide that you'd like to delete Inbox, please follow the instructions that can be found on this help page: https://bit.ly/3J1kqFx. -Imogen, Shopify Support
Nov. 29, 2022
This app is not elegant. Would require you keep someone on staff 24/7. You lose the option to be able send necessary items like return shipping labels, because PDF is not a valid attachment. Prospects ask anything that pop's in their head. AND , I receive a notice of request in my email but can't respond without going into an app. Does not work on my phone, because I don't access full shopify on my phone when I'm out of the office. NOR do I want to be available 24/7 !
Thank you for taking the time and writing this review. We greatly appreciate your feedback and we can see how being able to add attachments, such as PDFs, can be beneficial for enhancing the experience of our app, and we'd be happy to share this as a feature request to our development team. That being said, we understand that you don't want to be available 24/7 and you don't want to access Shopify on your phone. In this case, you may find the third-party app, Tidio - Live Chat & Chatbots (https://bit.ly/3GDh5Ku), more suitable for your needs. Tidio offers both live chat and chatbots, so you can use the app in the office and the chatbots can answer the more common questions when you're out of the office. Their app also integrates with mailing services, such as Mailchimp and Klaviyo, if that's something you're looking for. Cheers. -Elias, Shopify Support
Nov. 28, 2022
EDIT: Ever sense I left this review I have been getting tons of spam messages on Inbox and through the contact email on my website. Never a spam message until I left this review! Works great. The only complaint would be the notifications on Mac with Safari. They usually don't come through. Please add the ability to search old messages.
Hi there, SaltCritters. Thank you for taking the time to leave us a review for Shopify Inbox. You have a few different things mentioned in your review here, so I'm going to take a few moments to address them. In terms of your slow notifications, please ensure that you're running the most up to date versions of Shopify Inbox, Safari, and Mac iOS for your device. Updating all of these to their latest versions should help you receive your notifications in a timely manner. In regards to the request for a search function, I've gone ahead and made the Inbox developers aware of your request for such a thing. We've long had requests for this feature, so the more feedback we get to stress it's importance, the better! Lastly, to address the spam situation, I've also gone ahead and requested that our team look into adding a spam or bot filter to Inbox. This would help mitigate the impact these spammers have on your business. All live chatting apps and programs are abused by spammers (even our Support Team gets a large amount of spam every day!) so having a tool in place to mitigate it's impact would indeed be valuable. I can't comment on when these features may be added, but you can be confident that the team has been made aware of your review. -Imogen, Shopify Support
Nov. 15, 2022
Great but EVERY DAY I have Nigerian scammers chatting with our team through the app and no way to stop them and more scammers than customers. You've got to do something about this annoying distraction or I'm switching!!
Hi there, Six Scents. Thanks for taking the time to leave us a review for Shopify Inbox. We're sorry to hear that you've been receiving spam messages through your Live Chat. This is an issue with many live chatting programs out there (even our support team gets loads of spam messaging everyday), so having tools in place to help mitigate the impact of this spam is important. A tool such as a spam filter has long been requested, so I'm happy to pass your review here to the Inbox Team to serve as another example of why such a filter would be valuable. For now, when these spam messages come in, you can click the red '!' that appears in the top right of the chat to block the user and prevent them from reaching out again. -Imogen, Shopify Support
Nov. 4, 2022
Email notifications for every damn message sent! What a pain in the rear. HOW DO I SHUT THIS CRAP OFF?
Hey, there. Thanks for taking the time to leave us a review for Shopify Inbox. We appreciate you letting us know that the amount of notifications you're receiving are annoying. I'm happy to let you know that you can control your notification settings within your Shopify Inbox App. Check out these steps: 1.) Login to your Shopify Admin. 2.) Access the 'Shopify Inbox' app from your admin. 3.) On the left hand menu, click the 'notification' menu item that appears underneath 'Inbox.' 5.) Scroll down to the 'Notification Triggers' section and un-check the email notification boxes. This should lead to a reduction in those annoying email notifications for you. -Imogen, Shopify Support
Sept. 27, 2022
Leider stürzt die App oft ab. Die Kommunikation mit den Kunden wird dadurch unterbrochen. Die Funktionen sonst sind gut Ein Kunde hat meine Antwort mit einem Tag Verzögerung erhalten.
Sept. 13, 2022
I wish there were more customization features, being able to control the size of the box, and font. The chat box takes a big chunk of the website. There is also no control over the auto pop-up.
Thank you for taking the time to share your feedback with our team. We appreciate your request for more control with styling of the app, and we will be sure to share this back with our development team. -Olivia, Shopify Support
July 27, 2022
I'm sent in an endless loop of account verification when I try to see our inbox messages, sometimes that app gives prompts in German and Spanish (when we are only set to English). There is no way to see the messages. No idea how to use this app.
Thank you for reaching out and bringing this to our attention. If you're experiencing issues loading Shopify Inbox, then it's possible that you need to make adjustments to your browser's settings. For example, you may need to ensure that cookies are enabled (https://bit.ly/3JWpsB5) and cross-site tracking is allowed (https://bit.ly/3Td1hDV). That being said, if you need further assistance with Shopify Inbox, then we'd be happy to continue assisting you through live chat, email, or callback. Please visit the Shopify Help Center (https://bit.ly/2AWw5VA) and log into your account to create a support request. Cheers. -Elias, Shopify Support
July 25, 2022
I got so many login requests when trying to access both mobile and on browser.... Too much work - I am deleting it again.
Hi, there. Thanks so much for taking the time to leave a review for Shopify Inbox. We're sorry to hear that our app asking you to login is becoming problematic for you. This is occurring to help protect your messages with your customers, and to ensure that only the person meant to be accessing them, is doing so. If you like, I can pass feedback along to the team asking them to look into this functionality. You can also consider reaching out to our Live Team (https://bit.ly/2AWw5VA) to make them aware of this issue, too, as they may be able to dive into your account to see if something else is occurring. -Imogen, Shopify Support
July 24, 2022
All I'm getting lately is spam! How do you get rid of this? The only way I see is to get rid of this app. I asked a support question and all the so-called experts came after me! Now it's wasting my time
Thank you for writing your review and I am sorry to hear that you've been receiving so many spam messages through Shopify Inbox. This is unfortunately often unavoidable when you decide to let potential customers reach out to you through your store, but we do have some tools on Shopify's end that may be able to help you better manage the spam conversations you do receive. Please send an email addressed to Victor to [email protected] and I will be happy to discuss this with you further there. Thank you again for taking the time to get in touch. -Victor, Shopify Support
July 23, 2022
Crappy spam messages . Never a legit lead. #ew . Run away from this spam embarrassment!! Why do I need 100 characters to explain crap ?
I am sorry to hear that you've had a negative experience using Shopify Inbox and that the number of spam messages you've received has been frustrating, but thank you for taking the time to write your review and share your feedback with us here. Spam messages are an unfortunate possibility whenever you decide to open up lines of communication with potential customers, and while we cannot prevent them entirely, there are some tools on our end we can leverage to help you try and decrease the amount of spam you're receiving through Shopify Inbox. If you're still interested in using the app, please send me an email at [email protected] and I can outline how we may be able to help in more detail. Please address your email to Victor and I'd be happy to speak with you further. -Victor, Shopify Support
March 24, 2022
I expected more for this app. Somewhere along the line, i stopped getting notifications that there are new messages, and there were so many msgs just left there unanswered. It's so easy to not see the small grey numbers at the side of your screen! Very bad for business, i must have lost some sales just because of this app. Not to mention some replies won't go through at all.
Hey, there. Thank you for taking the time and bringing this to our attention. If you're experiencing an issue with the notification, then we'd recommend double-checking the permissions settings (https://bit.ly/3x8V1Eq) on your device or browser. However, if the issue continues to persist, then we'll need to take a closer look at your account. Please visit the Shopify Help Center (https://bit.ly/2AWw5VA) and log into your account to create a support request. We also appreciate the bug report about replies not going through and feedback on how the small grey numbers aren't easy to see, and we'd be happy to pass this information along to our development team. Cheers! -Elias, Shopify Support
March 16, 2022
Astounded by how glitchy this is. Goes down at least 6 times a day, often for prolonged periods. Chatbox conversations interrupted with customers at mid stream. Incredible damaging to customers' perception of customer service and most certainly eliminates trust. The concept, when it works if fabulous. In practice, whoever rolled this out before it was ever ready for public consumption should be reviewed internally.
Thanks for your feedback. I am sorry to hear that you've had a negative experience using Shopify Inbox. I'd encourage you to contact our support team directly who'll be able to help troubleshoot these problems for you: https://bit.ly/2AWw5VA -Ivy, Shopify Support
March 15, 2022
Garbage garbage garbage. How can a $6 billion company have such a junk app. Constantly says disconnected. Constantly says message send failed. Messages disappear to nowhere with no way to look at them later. No way to click the customers name and see their orders. No way to copy their name or email to paste into shopify. It's just crazy. So why use it? There is no upside.
I am sorry to hear that you've had a negative experience using Shopify Inbox, but we nonetheless appreciate you sharing your feedback with us here. If you would be interested in receiving help for the issues you've experienced with the app, I'd encourage you to contact our support team directly who'll be able to help troubleshoot these problems for you: https://bit.ly/2AWw5VA. -Victor, Shopify Support
Jan. 23, 2022
When I am off line, I could not receive messages that my customers send via chat widget, because all messages go to my collaborator's email, my email address set in the contact information does not work, I hire him to custom my store but now he is the one seeing the messages send from my customer when I off line, that is ridiculous.
Thank you for reaching out and for letting us know that you're having this problem. It sounds like there may be an issue with your staff permissions, which will have an effect on who receives notifications from the Shopify Inbox app. I would recommend reaching out to our support team directly so we can authenticate you on the store and take a closer look at this for you: https://bit.ly/2AWw5VA. -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