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The new version of the app looks slick, and it's a promising step forward, but the requirement of the customer to verify their email address for a simple inquiry is unnecessary friction. If the customer doesn't input their email address, we're unable to follow up with them. If the customer does input their email address, they're required to receive a six-digit code. The UX is confusing and creates a significant drop-off rate. Please fix ASAP!
Thank you for the precise description of the drop-off. The six-digit code is no longer the only way: a new Inbox setting lets customers start a chat by sharing just their name and email, with no verification step, 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, so follow-ups reach a real inbox, but you can now pick the lower friction path.
new upgrades and ai features have turn this into a 1 star app. it has become very difficult to serve our clients with the new sign in and ai features. no data of the customer is provided in order for us to assist them
Thanks, and following up on my email: there is now a way to get customer data without forcing sign-in. A new Inbox setting lets customers share their name and email to start a chat, like the old Inbox, so you see who you are helping. 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 options. The AI features remain fully optional.
As others have expressed, the recent changes requiring sign in or Shop app registration have brought this 5-star app down to 1 star. There's no longer a quick easy form before chatting and now almost none of the chatters on our site use the sign in feature, so there's no way for us to reach back out.
Thank you, you summed up the problem exactly: no form means no way to reach back out. The quick form is back. A new Inbox setting lets customers start a chat by sharing just their name and email, no Shop account or sign-in, 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 replies land in a real inbox, but the choice between the two is now yours.
1. Loading is far too slow! If the network is slightly worse, the loading speed is 3-5 times slower than the old version!
2. The FAQ section only appears when customer service agents are offline, rendering it practically useless; under normal circumstances, it merely displays static, meaningless product images.
3. The AI chatbot fails to answer questions even when the relevant information exists in the Knowledge Base; it only responds if the details are explicitly described on the product page itself. This is extremely inconvenient for listing products via modular plugins.
4. It is no longer possible to customize the underlying behavior of the AI chatbot (e.g., you cannot customize the automated response triggered when handing off the conversation to a human agent).
5. The inability to customize the AI's core logic means it acts foolishly when encountering unfamiliar questions and delivers stiff, unnatural responses; optimization relies entirely on Shopify code adjustments rather than allowing for direct customization of the AI's persona or behavior.
Thank you for the detailed list. The core issue you raised, no email means no identification and no delivered replies, is what we fixed. A new Inbox setting lets customers share their name and email to start a chat, like the previous Inbox, so conversations connect to a real contact again. 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. Your notes on SKUs and split conversations are with the team.
Me gusta ahora con los agentes antes me parecía básico. Unico detalle a mejorar: la personalización del widget para hacer la letra mas grande o el icono mas grande si q se pueda personalizar aun mas.
Gracias por tu reseña. Nos pediste más control sobre la apariencia del chat, y esa opción ya está disponible. En el panel de control de Shopify, ve a Canales de venta > Inbox y haz clic en el ícono del lápiz junto al nombre de Inbox. Se abrirá el editor de temas en la integración de la aplicación Inbox, donde podrás ajustar el tamaño del texto, el tamaño del botón del chat y los colores para que el chat sea tan visible o discreto como prefieras.
Works a ton better than other similar apps. Being able to see a customers items in the cart, and also what page the customer is looking at when they needed help, is soooo amazing and helpful to make listings better! And works on my phone too! Now if we can get shopify to let me see sku's when looking up items in the P.O.S. then we would really be cooking.
Très bonne application gratuite. Elle s’intègre parfaitement à ma boutique Shopify et facilite les échanges avec les visiteurs. L’interface est simple, intuitive et agréable à utiliser. Je la recommande vivement !
I'm updating my previous review because the development team really listened to user feedback. They took the time to make changes, and the app now works exactly the way I had hoped.
Thank you for listening to your users and for being willing to improve the experience instead of ignoring the feedback. It has made a huge difference. I really appreciate the effort and the responsiveness from the team. Keep up the great work!
Thank you for updating your review. We're glad the changes addressed your feedback and Inbox now works the way you hoped. We appreciate you giving us the chance to improve it.
De app werkte perfect. Maar sinds een nieuwe update zie ik geen naam en email meer van klanten omdat ze deze niet meer hoeven achter te laten. Hierdoor worden de chats ook niet meer aan klanten gekoppeld. Bezoekers moeten nu inloggen met een account wat een te hoge drempel is om een bericht te sturen voor bestaande klanten en bezoekers van de site hebben geen account. Daarnaast als we een bericht sturen terwijl de klant uit de chat is kreeg die normaal automatisch een mail. Dat is nu ook niet meer het geval waardoor klantvragen nu onbeantwoord blijven. Ik was tevreden maar met de nieuwe update heeft de app totaal geen meerwaarde meer.
Dank je for the clear description. Every point you raised traces to the removed name and email step, and it is back. A new Inbox setting lets customers share their name and email to start a chat, like the previous Inbox, so chats link to customers and offline replies reach their inbox again. 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 flow.
This was a great app before the new changes yesterday and now its been horrible! Have you even tested how terrible it looks on mobile? It covers the whole mobile screen, the floating button ON product page is no longer floating, the customer first name, last name and email is no longer required so we dont know if you are talking to old or new customer as it says new visitor!! You did this so you can enforce people to subscribe on shop app and bring more money to you rather than support the business whom you are already charging permium . You turned a good working app to a disaster app!! We had to uninstall this app and find another one.
Thank you for the candid feedback. The name and email step is back as an option: a new Inbox setting lets customers share their details to start a chat, like the previous Inbox, so you can tell who you are talking 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, not to push anyone to an app, and the choice is now yours. For the mobile display issues, the chat size and colors are now adjustable from the pencil icon next to Inbox on that same page, which opens the theme editor.
