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The recent redesign of Shopify Inbox has made what was once a simple and efficient customer support tool much harder to use.
As a merchant handling a high volume of customer enquiries, the new interface requires more clicks, is slower to navigate, and makes it more difficult to quickly scan conversations. Finding previous messages and managing multiple chats is less intuitive than before, reducing our team's efficiency.
The focus appears to have shifted toward AI features instead of improving the day-to-day workflow for merchants who simply need to respond to customers as quickly as possible. Customer support software should prioritise speed, simplicity, and ease of use.
The previous version of Shopify Inbox was faster, cleaner, and far more practical. This update feels like a step backwards and has negatively impacted our customer service experience.
Please consider restoring the previous interface or providing merchants with the option to choose between the classic and new layouts.
It used to be perfect then they changed it to force log in for the customer and two factor authenticator which adds far too much resistance for the customer. You can turn it off but that now means you cant see any details relating to the customer and cant email them.
It went from a perfect app to now being a bit useless. Im looking for replacements
Thank you, you described the exact tradeoff we needed to fix. There is now a middle path: a new Inbox setting lets customers share their name and email to start a chat, no login or code, so you keep contact details without the sign-in resistance. 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 no longer have to choose between friction and flying blind.
I don't understand why Shopify Inbox can't simply revert to the previous version and interface.
Even after the registration requirement was removed, the number of customer inquiries has still dropped dramatically—by at least **80%**. This has had a significant negative impact on customer engagement and conversions.
We strongly urge the Shopify team to bring back the previous version of Shopify Inbox as soon as possible. The older interface was much more user-friendly, encouraged customers to start conversations, and provided a far better overall experience for both customers and support teams.
——————————————————2026/8/4
After the Shopify Inbox update, it has become much less user-friendly.
Customers are now required to create an account before they can ask a question, which adds unnecessary friction and has significantly reduced our conversion rate.
In addition, the new version no longer links customers' previous orders to the chat, making it much more difficult for our customer service team to quickly look up order history and provide efficient support.
Would it be possible to restore the previous version of Shopify Inbox? Ideally, we'd like to keep the original user experience while simply adding the new AI chat functionality, rather than replacing the existing workflow.
Thank you for updating your review with the numbers, that matters to us. Two things have changed. Customers can now start a chat by sharing just their name and email, like the previous Inbox, with no account or registration. And you can customize how the chat looks on your storefront from the pencil icon next to Inbox on that same page, which opens the theme editor. Both are 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 lower friction path is now your choice.
I like it, but it lacks several features
* API , I want to pull the messages
* I can't just reply the message via email
* On mobile, I can't just open the web-version of Shopify Inbox
* it always send notification to one email, it should go to all emails
var vild med denne app indtil den blev opdateret. totalt uprofessionelt setup nu - man kan ikke se hvem man chatter med og træningen med agenten er mangelfuld og man kan ikke få rullet de oprindelige indstillinger tilbage - så fra at den var til 5 stjerner er den nu kun til 0 stjerner - hvis jeg kunne give det! Troede Shopify skulle udvikle apps til det bedre - men det er ikke tilfældet.
Muligheden for at se, hvem man chatter med – uden krav om login – nu er implementeret - men kun gældende når chatten er live - ikke når agenten overtager. Det betyder også en masse anonyme besøgende som stiller dumme spørgsmål og kommer med forkerte svar selv om instruktioner og faq er oprettet ?? Mega dårligt udviklingsarbejde. Den kan ikke længere bruges. Stadig 0 stjerner.
Tak for the feedback, and following up on my email: the option to see who you are chatting with, without requiring sign-in, is now built. Customers can share their name and email to start a chat, like the previous Inbox, so they no longer appear as anonymous visitors. 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.
This new ai version is terrible. Ultimately it hurts conversion rates. Most customers want a quick tool to contact us without signing in, especially for customers that have never placed an order with us and we like to use a pre-chat form to collect name and email addresses of those that aren't customers so we can respond to them at a later date. We haven't had a chat for over a week since this was implemented.
Love the app and where is was. The new update has the makings of something great but missing A LOT of things. I will change my review when the updates change. It seems too buggy to be released right now.
1. Need to be able to be notified when someone is chatting with Ai.
2. Need to be able to jump into the conversation when they are speaking with ai. I cant even open the conversation with someone to correct the mistake ai made.
3. If it answers wrong need to be able to correct the ai and also explain what it did wrong.
4. The formatting for instant answers are all wrong now. We were able to have proper spacing and clickable links. Now it is all jumbled with no clickable links.
5. I wish we could have Hyperlinks in our instant answers.
6. WAY TOO BUGGY!
It's unbelievable how much more valuable Shopify Inbox has become now that Shopify has integrated its AI agent. This update is a complete game changer for online stores.
What impressed me the most is that the AI automatically syncs with all of my products and pages, so it has a thorough understanding of my store and can answer customer questions with surprisingly accurate, store-specific information.
I also love how customizable it is. I can tailor the AI to match my brand's voice and business needs instead of settling for generic responses. Customer conversations feel much more natural while saving me a huge amount of time.
Update: Shopify confirmed and is fixing both bugs I flagged below — the Thai product-link locale issue is already resolved, and the timezone fix is in progress. Appreciate the fast, direct response and the transparency.
One tip for other merchants trying this: the persona box gets a lot of attention, but in my experience, the accuracy of the AI's answers comes just as much — maybe more — from your store's FAQ/Knowledge Base content. The persona controls how it talks; your FAQ content controls what it actually knows. If your delivery policies, cutoff times, and common questions are written clearly and kept up to date there, the AI reasons from real facts instead of guessing. Worth investing time in both, not just the persona.
Bugs I found (for anyone else troubleshooting):
Product links in non-English conversations were resolving to the English product page instead of the localized one — now fixed by Shopify.
The agent's time-based answers weren't using the store's actual timezone — fix in progress.
I'm genuinely impressed with this update. If you run a Shopify store, you should definitely give the new AI agent a try — and don't skip the Knowledge Base setup.
[EDIT] The fix so the product links preserve the storefront language has gone in. Hopefully it resolves that specific problem.
Thank you for the thoughtful review and detailed examples. We’re glad the Inbox agent is saving you time while giving customers accurate, store-specific answers. We’re fixing both bugs you identified: product links not preserving the storefront language and time-based answers not using the store’s timezone. Thank you for helping us improve the experience for international merchants and their customers.
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.
