Shopify Inbox
Connect with shoppers and drive sales with chat
Rating
4.7
feedback
5,038
chart
#334
All reviews
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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
Dec. 29, 2021
This app is adding (1) in all titles of stores for years and they're not solving it. I've seen it also in other stores using this which affects SEO.
We appreciate you letting us know that you have been experiencing this issue here in your review. Our developers are aware of this problem and have made a change on our end that we believe will resolve this issue for affected merchants. However, as you will likely need Google to recrawl your website in order to see the problem resolved on your site, we'd recommend following the instructions listed here in order to help get this issue fixed as soon as possible: https://bit.ly/3HUjHT9. Thank you for getting in touch and I hope you're able to see this fixed on your store before too long. -Victor, Shopify Support
Dec. 13, 2021
I have tried to use this app several times over the last few months and have been very disappointed each time. It has great potential and I really want to like it but it has fairly major usability problems, delays in notifications of received messages (meaning the customer has already left the chat session before I'm notified they've sent a message) along with a lack of transparency about automated messages. Today I received a notification of a chat message and when I went to respond I can see the app has already sent several automated messages to the customer with incorrect information. These messages were not programmed into the app by me so I have no idea how they were generated. The reply the customer received was incorrect as it advised her that her order number didn't exist, which is incorrect. I now have a very unhappy customer to deal with. I do not trust this app to respond to my customers and have turned it off yet again.
Hi, there. Thank you for taking the time to leave this review and provide us with this feedback. We are sorry to hear you are experiencing issues with the app. I would recommend reaching out to our live support team to take a closer look into these issues with you. Please contact our support team directly so that this issue can be troubleshot and investigated in more detail: https://bit.ly/2AWw5VA. Thanks again! -Marty, Shopify Support
Dec. 8, 2021
Wanted to like this, but found it to be very frustrating for both myself and my customers. No matter want auto-reply was used customers expected an instant reply 24/7.
Hi, there. Thank you for taking the time to leave this review and provide us with this feedback. We are sorry to hear the app didn't work out with your shop. If you reference our Shopify Inbox guide (https://bit.ly/3IRcODq) it notes different ways to create automated messages for your customers. One idea would be to let your customers know the available hours for your team to reply. Thanks again for reaching out! -Marty, Shopify Support
Nov. 30, 2021
Can't work. I can't view my message. The web can't be loading this app may have a big problem. I have try several day it is still can't view it. How to do that? come on. omg.
Thank you for writing your review and I'm sorry to hear that you've had this issue. If you can't load the app I would recommend checking that you have the latest version installed, and if you do, uninstalling and reinstalling the app to see if that solves the problem. If the issue persists, please contact our support team directly so that you can be authenticated on your store and this issue can be investigated in more detail. You can contact them via this link: https://bit.ly/2AWw5VA. -Victor, Shopify Support
Nov. 12, 2021
Works to chat with someone online but won't send email reply when they are offline. I kept thinking I was emailing them and wondering why I wasn't getting responses. Then tested it on one of my email addresses and never got a reply. Tried fixing it with Shopify Chat Support and they didn't know what to do either. Just uninstalling for now so that I don't disappoint customers when they don't see my replies. Wish it worked though!
I'm sorry to hear that you've had this issue but thank you for notifying us about it here. I just tested this on my own store and after sending a message as a customer via the online store, I did then receive an email when I responded through the Shopify Inbox app in the admin as the merchant. This indicates there may be an issue with your setup, or with the email address provided via the chat box on the online store. I would recommend contacting our support team again so this issue can be troubleshooted in more detail: https://bit.ly/2AWw5VA. -Victor, Shopify Support
Nov. 9, 2021
This app rarely works. I will get it working for a few days and then it quits sending replies. I don't have time to keep trying to figure out how to get it work correctly. Going back to Messenger.
Hi there. Thank you for taking the time to leave this review and share your feedback. We are sorry to hear you are experiencing issues with Shopify Inbox. I would recommend reinstalling the app to see if you are still having similar issues. If you are, I would then recommend reaching out to our live support so we can take a closer look into these issues with you. To get in touch with our Support team, visit the Shopify Help Center (https://bit.ly/3cJkx8V) and log into your account to create a support request. Thanks! Marty, Shopify Support
Nov. 9, 2021
this app so catastrophic, always delays, not reliable, no flexibility....are there any plans to improve this app soon? The FAQ feature is strong but the rest is horrible, please update if there will be improvements?
Hi there. Thank you for taking the time to leave this review and provide us with this valuable feedback. We are always trying to improve our products for our merchants and take all of our merchant's feedback into consideration. I would recommend getting in contact with us directly to share your feedback on Shopify Inbox so we can share it with our developers for potential future updates. To get in touch with our Support team, please visit the Shopify Help Center (https://bit.ly/3cJkx8V) and log into your account to create a support request. Thanks again! Marty, Shopify Support
Nov. 4, 2021
Hello, I can't uninstall this app. I was in the testing phase and I want to use it later but I can't uninstall it :( It's not visible in the Shopify Apps. How can I remove it?
Hello, there. Thanks for reaching out. After installing Shopify Inbox, it becomes a sales channel so you can't uninstall like an app. Nevertheless, you can remove this from your sales channels and we've got a step-by-step guide to help you with that right over here: https://bit.ly/304iQzi. If you need any assistance with this, then this is something that our Support team can help you with. To get in touch with our Support team, please visit the Shopify Help Center (https://bit.ly/3cJkx8V) and log into your account to create a support request. Cheers! -Elias, Shopify Support
Oct. 13, 2021
I downloaded this app. It’s on my website. But the widget is not where I want it to be, and I can’t customize it or uninstall it because it’s not in my apps list. I keep getting “reload page” errors messages. I like that it has an app, though.
Hey, there. Thank you for taking the time and sharing this feedback. While the Shopify Inbox doesn't appear in the Apps list after installation, it does appear as one of your sales channels. You can also change the appearance (https://bit.ly/3aXsm9a), and move the widget to the bottom left or bottom right of your store. If you're unable to find the Shopify Inbox, then this is something that our Support team can help you with. Please visit the Shopify Help Center (https://bit.ly/3cJkx8V) and log into your account to create a support request. Cheers! -Elias, Shopify Support
Oct. 7, 2021
The phone is notification is so delayed, by the time you get it the customer already left your store 10minutes ago. - Inbox randomly decides to switch off and not be visible for customers. - Inbox not great for managing conversations, I can see some elements are there - App notifications are not a thread, each message different notification Avoid this until it's more polished and to the level one expects from a massive company such as Shopify.
Hi there. Thank you for taking the time to provide us with this review and feedback. We are always looking for ways to better our products for our merchants and we appreciate you taking the time to do this. I would recommend reaching out to our Live support team via our Help Center (https://bit.ly/2AWw5VA) to take a closer look into some of these concerns. If they are indeed not supported in our app, our support team will happily submit your feedback up to our developers for future consideration, thank's again. -Marty, Shopify Support
Sept. 16, 2021
This app does not support image. you won not able to see on your mobile. it's completely disappointed.
Thank you for getting in touch and for writing your review. The Shopify Inbox app allows you to upload and share images with your customers via your mobile device; I just tested this myself in my iPhone and was able to share an image successfully. I would recommend referring to our documentation on setting up the app (https://bit.ly/3Dapxxx), and if you're still having issues, you can contact our support team directly who'd be happy to assist you with this image load problem you're seeing on your mobile phone: https://bit.ly/2AWw5VA. -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. 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. 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!