Shopify Inbox
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It’s not as user-friendly as before, and I don’t like the new design. I hope you can bring back the previous version.
This is BAD. The update added images I can't control.
Hi there. You can remove the product images shown when chat first opens in your theme editor: App embeds → Online store chat → turn off “Show featured products.” You can use the same setting to "Select" specific products you'd like to show.
Very Very good so far! Saving me time already.
Terrible update. Forcing customers to sign in just to ask a quick question completely destroys lead generation. No one wants to create an account just to chat. If we turn it off, we have nothing to contacting back to customers. We have already lost 10 high-value customers on products worth over $1,000 each. Bring back the simple guest form with just email/phone fields immediately!
Thank you for the specifics, including the lost sales. That feedback drove this change: the simple form is back. A new Inbox setting lets customers start a chat by sharing just their name and email, no account needed, and 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, so follow-ups reach real buyers, but lead capture is now your choice to make. I am sorry it cost you customers in the meantime.
The previous version was working well. The new version harms our business significantly. Please revert it back to the previous bold and clean version. V
Hi Natuross, sorry the updated design is not working for your store. The previous widget cannot be restored, but you can customize the new one from Sales channels → Inbox by selecting the pencil beside Inbox. This opens the theme editor, where you can flip "Invert activator colors" to make the chat more visible. Coming soon we will enable more settings for font size etc.
I can't open the chat box, it keeps showing 'Error occurred' 'Please try again'
Hi AIX-studio, sorry you ran into an issue. We had a brief outage that should have resolved. Is this still a problem you are seeing?
I was really happy when the AI was working, but it suddenly disappeared. Now I have to respond to customers manually instead of the AI agent. Could you please check why this happened?
Hi HWANGSIL, sorry you ran into an issue. We had a brief outage that should have resolved. I just confirmed on your site that chat with AI agent is working. Let us know if you see a problem again.
It worked great when I first set it up, but following an update in late July, things changed; the AI no longer responds, meaning a human has to answer every message from customers—which makes the work much harder. Please revert the app to how it was before; the previous setup was excellent, and the AI assistant handled the job much better. Now it’s too basic and doesn't work effectively. Please go back to the way it used to be.
The latest Shopify Inbox update is a huge downgrade. The new interface is worse, forcing customers to enter their details before chatting adds unnecessary friction, and the AI is far less reliable than before. The old version was much simpler and worked much better. Please bring back the previous experience or at least give merchants the option to choose.
Hi Advance Pet Mart, sorry the update has been frustrating. In your Shopify admin, go to Sales channels → Inbox. Under Chat settings, you can turn Require customer sign-in off, set your Staff hours, and use Assign agent to have AI handle all conversations or only cover times when staff are unavailable. You can also turn Agent off entirely for staff-only chat.
The updated version is extremely difficult to use, and customers are unwilling to use it. Customer inquiries have decreased significantly! We are looking for alternatives.
Das neueste Update, ist komplett Unsinnig. Das Annonymisieren des Kunden, verhindert aktiv, dass Probleme schnell und unkompliziert gelöst werden können. Kunden die ein Problem haben, können nicht nachvollziehen, warum wir den Namen, bzw. das Kundenkonto nicht sehen können. Auch das Kontaktaufnehmen mit dem Kunden im Nachgang (wenn sich der Kunde außerhalb der Betriebszeiten meldet) gestaltet sich unheimlich schwierig, da ich den Kunden nicht einmal ansprechen kann oder ihm sein Kundenkonto aufrufen kann. Das führt zu deutlich schlechteren Servicebewertungen - Bitte hier unbedingt nachbessern
Hallo Meine Dampfwelt, es tut uns leid, dass die fehlenden Kundendaten die Nachbearbeitung so erschweren. Unter Vertriebskanäle → Inbox → Chat-Einstellungen → Kundenanmeldung erforderlich können Sie die Anmeldung aktivieren. Dann werden Gespräche mit Mitarbeitern mit einer verifizierten E-Mail-Adresse und dem Kundenprofil verknüpft. Wenn die Anmeldung deaktiviert ist, können Kunden anonym chatten, es stehen aber keine verifizierten Kontaktdaten für eine spätere Kontaktaufnahme zur Verfügung.
We need localized features on the app (at least multiple language support for the welcome message on the chatbox)
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