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Very Disappointing Update – Not User Friendly
The latest Shopify Inbox update is a major step backward. It feels completely unintuitive and has removed the basic navigation and menu options that made the app useful.
There is no proper navigation, no easy menu for finding instant answers, and basic functionalities are unnecessarily difficult to access. It feels like the development team has focused too much on AI and forgotten the fundamental needs of users.
AI should enhance the user experience, not replace basic navigation and essential functionalities. Users shouldn't have to struggle, log in, or depend entirely on AI just to find simple answers or access common features.
Honestly, I don't see much value in using the app in its current form. This update is frustrating, confusing, and a significant downgrade from the previous experience.
Thank you for the detailed feedback. On sign-in: customers no longer need to log in to reach you. A new setting lets them start a chat by sharing just their name and email, like the earlier Inbox, 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, but the choice is yours. The AI agent is also optional and can be turned off in the same settings. Your notes on navigation and Instant Answers are with the team.
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.
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.
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.
Er vild med den nye Agent funktion - Den skal i videreudvikle på!
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.
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 updated version is extremely difficult to use, and customers are unwilling to use it. Customer inquiries have decreased significantly!
We are looking for alternatives.
Thank you, and following up on my email: based on what you shared with support, the verification step was the blocker, and it is now optional. A new Inbox setting lets customers start a chat by sharing just their name and email, no code, like the previous Inbox. 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 verified sign-in because it confirms the customer owns the email they leave, but you can now choose the lower friction path and win those inquiries back.
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.
Thank you, especially for asking for the option to choose. That is what we shipped: a new Inbox setting lets customers start a chat by sharing just their name and email, like the previous Inbox, instead of signing in. 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 the choice is now yours. The AI agent is also fully optional and can be turned off in the same settings.
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.
