Reviews (5,803)
What merchants think
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and at least a 4.0 overall rating.
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and at least a 4.0 overall rating.
Feedback submitted
Merchants highlight the AI agent as a major upgrade that syncs with store data to give accurate, brand‑aligned answers and reduce repetitive support. Many report faster responses, better customer experience, and higher conversions, especially with strong FAQs. They value deep store integration, email follow‑up, and mobile access, plus flexible settings for availability and lead capture. Several note reliable performance, improved notifications, and responsive development.
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This is another app (like Shopify Email) that Shopify has released before it is very functional. There is a message to start the chat that you can't get rid of. My customers accidentally set it off and then give up and leave the app. Even the Shopify support person did the same thing.
THe app itself is very good but it's switching off so often that I can't say it is in usable state... I'm tired in reinstalling the app and checking everyday if it's working or not.... I will give you a tip - I'm almost 100% sure it's happening due to updates on your side, you need set some king of automation that will trigger every few hours switching on if you can't solve the problem
*Extremely stressful experience. Can’t access any messages although I see them there waiting to be read. The app keeps disappearing and giving me the opportunity to download however it still seems uninstalled. Rubbish!
I am sorry to hear that you've had a stressful experience while using the Inbox app and can appreciate the frustration in not having it work as intended. Nevertheless, we appreciate you reaching out and sharing your feedback with us in your review here.
If you are being asked to install the app again after having already done so, there may be a caching error with the browser you're using. You can try accessing the app via another browser or a private/ Incognito window to see if it works better there. If not, and if you are still unable to access your messages, I would encourage you to contact our support team directly so you can be authenticated on the store and our team can look into these issues for you: https://bit.ly/2AWw5VA. -Victor, Shopify Support
I installed this app as I thought it would be great to talk to my customers in real time. However when it pings at me by the time the app opens the conversation the visitor has usually left the store. Its too slow to load the conversation. Very disappointed.
Thank you for sharing your feedback with us here and I can appreciate the frustration with these delayed notifications. I will pass your comments onto our development team who work with the Shopify Inbox app, to see if this is something that can be looked into and worked on as the app develops over time. -Victor, Shopify Support
Really slow, as others have said, and notifications of customer messages only come sporadically. I can check the inbox and clean everything out, then five minutes later check again and there will be a message a customer supposedly left hours ago. What the ---? That creates terrible customer service. I also can't figure out how to link a product into the message, even though the app store description says it can be done "easily." Like so many other "great ideas" Shopify has had lately, it seems hastily put together with little beta testing by actual users before release. (Shopify email ring a bell?)
Thank you for writing your review and for sharing your candid feedback with us here, which is something we are grateful for as we seek to develop and improve the app over time. Your feedback regarding the delayed notifications has been logged with our team.
In terms of linking products to the messages you're sending, you can do this by clicking on the product tag icon in the app: https://screenshot.click/05-13-39845-6940.png. Clicking on this will allow you to search for products in your store and link them to the message you're sending. If you're having difficulties doing this, or if it doesn't seem to be working properly for you, please contact our support team directly so they can offer their assistance and troubleshoot this issue in more detail: https://bit.ly/2AWw5VA. -Victor, Shopify Support
This app does not support image. you won not able to see on your mobile. it's completely disappointed.
Thank you for getting in touch and for writing your review. The Shopify Inbox app allows you to upload and share images with your customers via your mobile device; I just tested this myself in my iPhone and was able to share an image successfully. I would recommend referring to our documentation on setting up the app (https://bit.ly/3Dapxxx), and if you're still having issues, you can contact our support team directly who'd be happy to assist you with this image load problem you're seeing on your mobile phone: https://bit.ly/2AWw5VA. -Victor, Shopify Support
Doesn't allow you to delete the FAQ: "can I get an update on my order status". Since I couldn't delete it, I just turned it off. So not using the chat feature within the store. I would use it if they allowed us to delete that. I know many others have asked for that.
Hey, there. Thank you for taking the time to leave this review. We appreciate you providing us with his feedback and I can certainly see the potential benefit in your idea. I can certainly see the potential benefit in removing this status message. There is currently no way to remove this message, however, I would be happy to send your feedback up to our developers for future consideration.
Thank's again!. -Marty, Shopify Support
It’s not possible to translate the user interface of the app. The chat appears to customers always in English so it’s only useful for shops in English.
Hey, there. Thank you for taking the time to leave this review, the online store chat appears in the same language as your theme. If you are using an unsupported language, then online store chat defaults to English.
You can reference this under the "Appearance" section of our guide for Shopify Inbox here (https://bit.ly/2WKVX28). Thank you again for taking the time to leave this review. -Marty, Shopify Support
The phone is notification is so delayed, by the time you get it the customer already left your store 10minutes ago. - Inbox randomly decides to switch off and not be visible for customers.
- Inbox not great for managing conversations, I can see some elements are there
- App notifications are not a thread, each message different notification Avoid this until it's more polished and to the level one expects from a massive company such as Shopify.
Hi there. Thank you for taking the time to provide us with this review and feedback. We are always looking for ways to better our products for our merchants and we appreciate you taking the time to do this.
I would recommend reaching out to our Live support team via our Help Center (https://bit.ly/2AWw5VA) to take a closer look into some of these concerns. If they are indeed not supported in our app, our support team will happily submit your feedback up to our developers for future consideration, thank's again. -Marty, Shopify Support
I like it but it could be so much better. Here are some ideas that I think should be implemented. ~Custom product listing straight from the message
~Be able to copy and paste snapshots straight to message without having to save and upload a "photo"
~the ability to save frequently used saved replies. It would be nice if we could have 20+ options.
~If the customer has purchased from me before, it would be nice to have all the previous sales and message information on the side of the page. Can you tell that I came from Etsy? lol
Hi there. Thank you so much for your great review and for providing us with this feedback. We do offer the option to save replies, you can configure your saved replies in the Inbox admin. There should not be a limit on the number of saved replies you can have. You can also reply with your "Quick Replies" at ShopifyInbox.com (https://bit.ly/30x02Z4) or through the mobile app.
As for your other suggestions, these are great ideas and I have gone ahead and submitted them to our developers for future consideration. Thanks again! Marty, Shopify Support.
