Willdesk: Live Chat&AI Chatbot
Shopify Live Chat App |AI Chatbot & Helpdesk for all...
Rating
4.8
feedback
389
chart
#640
All reviews
Review RSS Feed
Nov. 23, 2025
I like the app, and already use it for 1 month, but some features working not correctly. I've already reported several times about 1 month ago and still nothing is fixed. This is really easy fixed and they completely ignore me. I'm afraid that if something important will be in the future, they also will not fix it. 1. Staff can't edit/add Macros. And I have to add all macros manually - this is really annoying. 2. Notes section are super small and limited by characters. This cause us to split notes by lines. This is main feature that we are using, because we need to leave notes about EACH order.
Hi There, This is Kim from the Willdesk Support Team of Channelwill. Thank you sincerely for taking the time to share your experience with us. We truly appreciate that you’ve been using the app for the past month, and I’m very sorry for the frustration you’ve encountered. Your feedback is important, and I want to reassure you that you have not been ignored. 📝 Regarding the points you raised: Staff Editing/Adding Macros The development team has carefully reviewed this request, and they confirmed that the current system is built with this behavior by design. Allowing agents to edit macros would require significant changes to our overall permission structure, which is unfortunately quite complex and not something we can safely modify at this time. That said, we truly understand how valuable this capability would be for your workflow. While we’re not able to adjust the feature right now, we have added your feedback to our list of future enhancement considerations so it can be part of upcoming optimization discussions. Please know that your input is appreciated — it genuinely helps us shape the direction of our improvements. Notes Section Size & Character Limit Regarding your request to remove the character limit for notes, our development team has shared that the current system architecture requires this limitation in order to maintain performance and stability across all accounts. I completely understand how helpful a larger note field would be for your workflow, and I’m sorry that we’re not able to adjust this feature at this time. Please rest assured that your suggestion has been added to our official list of feature requests, where it will be reviewed during future planning and improvement discussions. I completely understand your concern about future issues, and I’m truly sorry that you haven’t seen progress yet. We are committed to improving these features, and your reports have been instrumental in helping us move in the right direction. If you’re open to it, I would be happy to keep you updated as these improvements roll out. Please feel free to reach out anytime — I’m here to support you. Thank you again for your patience and for being a valued user of our app.
June 27, 2025
This app sent a random automated reply to one of our customers, even though we had disabled the chatbot and any AI agent. Too risky. Not recommended.
Hi There, Thank you for taking the time to share your feedback. We really appreciate it. We are sorry to hear that an event of an unwanted reply happened to one of your customers. We value your experience, and have shared this incident to our product development team to find the root cause and resolve the problem. The team is always working to make Willdesk improve all user experience and provide solutions for all types of merchants. We would like to take the opportunity to connect directly with you and discuss how we can help your store requirements. Thank you again! Emma Willdesk Customer Support Team
Feb. 10, 2024
Buggy!
Hello there, Your insights are invaluable to us, and we genuinely appreciate your effort in helping us enhance our app. 😇 After carefully reviewing the feedback aspects you encountered, our development team has been diligently working to identify and address these issues. We take your feedback seriously, and your input plays a crucial role in our commitment to delivering a seamless user experience. 😊 To ensure we address the specific concerns you raised, could you please provide more details about the bugs you encountered? Any additional information, such as error messages, steps to reproduce the issues, or specific scenarios where you noticed problems, will greatly assist us in pinpointing and resolving these issues efficiently. 🌹 Your cooperation is instrumental in our ongoing efforts to improve our app, and we want to assure you that your feedback is highly valued. We are committed to delivering a top-notch experience, and your input helps us achieve that goal. 🤗 Thank you once again for being an integral part of our user community and for sharing your thoughts with us. We look forward to hearing back from you and appreciate your continued support. 🌻 Sincerely, Sophie | Willdesk Support
Jan. 26, 2024
'Manage all channels in one inbox, including Live chat, Email, Whatsapp, Messenger'. This is untrue, WD does not support Whatsapp integration. Live chat with Mariadel confirmed this.
Hello there, This is Sophie from Willdesk Support. I hope this email finds you well. Thank you for taking the time to share your feedback regarding our platform. 😇 We sincerely apologize for any confusion caused by the information you received. I'd like to clarify that, as of now, our system does not support Whatsapp integration on Willdesk Inbox but our Developers are planning to have this by February. We appreciate you bringing this to our attention, and we are actively working to update our communication channels for accuracy. Please rest assured that once the feature is released, Sophie will promptly update you. Thank you for your patience and understanding. 😊💗 If you have any further questions or concerns, please don't hesitate to reach out to our support team. We're committed to providing the best service possible and appreciate your understanding. 🤗 Thank you for being a valued user of our platform, and we look forward to addressing any issues promptly. 🥰 Sincerely, Sophie
Oct. 2, 2023
unbelievable...UNBELIEVABLE. I dont usually take the time to write reviews but this had me going off the hook!. Im so unset and so annoyed about how disrespected i feel. Their flows are so badly made that you simply cant just edit something without deleting the flow. I messaged the helpdesk and i kid you not, its like 10-15 mins for each reply and eventually after an hour I figured out that you cant actually make a change on the flow without deleting your work you spent hours doing. Something sooo simple. So to add insult to injury, eventually i get annoyed and i say this is wasting my time (still keeping my cool here) and then the helpdesk said (because they know im going to delete the app) they can do the change themsleves......you WHAT????? iv been waiting over a hour for you to reply to help me and now your offering to just do it all in 2 mins yourself?? and only because you want to keep a subcriber??. Im offended with how little they considered my time. For all the shopify ecommerce people out there, you know how much graft building and maintaining a shopify store is, do we have time for this rubbish?
I would like to sincerely apologize for the frustrating experience you had with our customer support and our platform. Your feedback is essential to us, and we genuinely regret any inconvenience or frustration you may have experienced. Your dissatisfaction with our service and platform is completely understandable, and we deeply regret the impact it had on your valuable time and work. We take your concerns seriously and are committed to addressing the issues you've raised. I assure you that your feedback will be shared with our team to improve our services and make sure similar situations do not occur in the future. We understand the importance of a seamless experience, especially for Shopify eCommerce users like yourself. We appreciate your patience and understanding throughout this ordeal, and we are truly sorry for the frustration you had to endure. Rest assured that we are taking steps to ensure that such delays and inconveniences are minimized going forward. If you would like to discuss your specific concerns further or if there's anything else we can do to assist you, please do not hesitate to reach out to our customer support team. Your satisfaction is of utmost importance to us, and we are committed to making it right. Thank you for your feedback and for giving us an opportunity to improve. We hope to regain your trust and serve you better in the future. Sincerely, Mariadel
Sept. 15, 2023
I installed this hoping to get this configured with my email so I could message and keep in touch with customers. After trying unsuccessfully to connect to my email I contacted support but said they would have to pass on to development team, after a week and no response I’ve decided to uninstall. You can’t use an app with support that’s non existent, I wanted to be able to keep in touch with customers, it’s a pity that Willdesk didn’t want to do the same.
We apologize for any inconvenience you experienced while using Willdesk. We understand your frustration with the lack of support you received and we are sorry that we were unable to meet your expectations. We would like to take this opportunity to assure you that we take all customer feedback seriously and are constantly working to improve our products and services. We appreciate your feedback and will use it to make necessary improvements to our support system. We hope to regain your trust and confidence in the future. If you have any further questions or concerns, please do not hesitate to reach out to us. Thank you for your understanding. -Joewelyn🌹
July 5, 2023
Falls short to deliver. customer service trying to help but doesn't. wasted 6 days for an app that doesn't deliver to my needs with too much mixed information on the support end.
We apologize for any inconvenience this may have caused you, Jonatan. We take all feedback seriously and are constantly working to improve our customer service and app functionality. We would like to understand your specific needs and work with you to find a solution that meets your expectations. Our app may not have met your specific needs and we apologize for any inconvenience this may have caused. Our customer service team is always here to assist you and we are committed to providing a better experience for all of our users. We would like to work with you to understand your requirements and find a solution that meets your expectations Jonatan. Please feel free to contact us through our live chat or email us at [email protected]. We also want to assure you that your privacy is important to us and we will never use your personal information for any purpose other than to assist you with your needs. Thank you for your understanding and we look forward to hearing from you Jonatan. -nona💖
Dec. 12, 2022
Despite advertising 'Manage all channels in one inbox, including Live chat, Email, Whatsapp, Messenger' the app can't actually handle receiving emails. All it can do is post a link to your email address.
Dear Penguin Amusement Inc, This is Rong, I'm so sorry for the inconvenience caused to you, please allow us to express our sincerest apology to disappoint you on how the email feature works, please kindly trust us, we are dedicated to provide better experience to our valued users. if you can kindly give us another chance to improve our service and correct our mistakes,we will be more than appreciated! all we want is to provide you a better experience on using our app! :( Warmest Regards, Rong/Product Manager