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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We are currently in testing mode with this app and most of the features appear to function well and it will be very useful. However, a couple of issues that we've run into is that it doesn't appear that the customer is able to clear their chat history easily. New chat messages seem to be stacked endlessly on previous messages. Also, notifications seem to be hit or miss.
Hi there. Thank you for providing us with this great review and feedback. While you can't delete the messages in Shopify Inbox, you can archive them. Feel free to take a closer look into how you can do this by viewing our Shopify Inbox guide here https://bit.ly/3pxio6L.
In regards to your notifications error, this could be caused by a couple of factors. You may want to try re-installing Shopify inbox to see if you are still getting those issues, it could also be an issue with receiving emails from your email provider or Internet service provider.
I recommended trying to re-install Shopify inbox, and if you are still noticing these issues, reach out to one of our live support advisors via our help center https://bit.ly/2AWw5VA so we can take a closer look with you. Thanks again! -Marty, Shopify Support.
It is a very simple and nice app. But why can I not remove this "Can I get an update on my order status?" Thats a standard question and everyone can see the standard question. The app is not very useful with this question. I can see that many are asking about this.
Hey, there. Thank you for taking the time and writing this review. While the "Can I get an update on my order status?" is always there for the customers, it doesn't count towards the 4 active FAQs. Nevertheless, we can see how this question isn't very useful for some stores, and we'd be happy to pass this feedback to our teams. Cheers! -Elias, Shopify Support
this app so catastrophic, always delays, not reliable, no flexibility....are there any plans to improve this app soon? The FAQ feature is strong but the rest is horrible, please update if there will be improvements?
Hi there. Thank you for taking the time to leave this review and provide us with this valuable feedback. We are always trying to improve our products for our merchants and take all of our merchant's feedback into consideration. I would recommend getting in contact with us directly to share your feedback on Shopify Inbox so we can share it with our developers for potential future updates. To get in touch with our Support team, please visit the Shopify Help Center (https://bit.ly/3cJkx8V) and log into your account to create a support request. Thanks again! Marty, Shopify Support
This app rarely works. I will get it working for a few days and then it quits sending replies. I don't have time to keep trying to figure out how to get it work correctly. Going back to Messenger.
Hi there. Thank you for taking the time to leave this review and share your feedback. We are sorry to hear you are experiencing issues with Shopify Inbox. I would recommend reinstalling the app to see if you are still having similar issues. If you are, I would then recommend reaching out to our live support so we can take a closer look into these issues with you. To get in touch with our Support team, visit the Shopify Help Center (https://bit.ly/3cJkx8V) and log into your account to create a support request. Thanks! Marty, Shopify Support
Works to chat with someone online but won't send email reply when they are offline. I kept thinking I was emailing them and wondering why I wasn't getting responses. Then tested it on one of my email addresses and never got a reply. Tried fixing it with Shopify Chat Support and they didn't know what to do either. Just uninstalling for now so that I don't disappoint customers when they don't see my replies. Wish it worked though!
I'm sorry to hear that you've had this issue but thank you for notifying us about it here. I just tested this on my own store and after sending a message as a customer via the online store, I did then receive an email when I responded through the Shopify Inbox app in the admin as the merchant.
This indicates there may be an issue with your setup, or with the email address provided via the chat box on the online store. I would recommend contacting our support team again so this issue can be troubleshooted in more detail: https://bit.ly/2AWw5VA. -Victor, Shopify Support
Can't work. I can't view my message. The web can't be loading this app may have a big problem. I have try several day it is still can't view it. How to do that? come on. omg.
Thank you for writing your review and I'm sorry to hear that you've had this issue. If you can't load the app I would recommend checking that you have the latest version installed, and if you do, uninstalling and reinstalling the app to see if that solves the problem.
If the issue persists, please contact our support team directly so that you can be authenticated on your store and this issue can be investigated in more detail. You can contact them via this link: https://bit.ly/2AWw5VA. -Victor, Shopify Support
I want to like it, but it definitely has some annoying shortfalls. My biggest wish is that in addition to the away message, it'd be nice to just disable the chat altogether and hide it from the website on a schedule. I do this manually sometimes so I'm not getting pinged on my off days, but somehow customers are still able to send messages. Then the app keeps bugging me that "A customer is awaiting a response" and "Make sure you respond to the customer before they get away!" even though I have an away message set with details of how to reach us when the chat window is supposed to be "closed." We only have one person (me) handling online customer support, and I don't want to always be "On" and "Available." I like how well it integrates with Shopify since it is a native app, and the inbox page and app work well. I like how quick and easy it is to solve problems and answer questions when a customer reaches out. I like how they changed the way responses work when sending a message after the customer left the site. Email is much less disruptive and expected vs getting a response with no context from a random phone number because phone numbers used to be required. Please keep working on the app and making it better, but I'm probably disabling it again after the holidays and the holiday returns season is over.
Thank you for taking the time and sharing this feedback with us. We can see how having the ability to schedule the chat availability and being able to disable some of the notifications can be beneficial. We'd be happy to share this with our development team, so we can continue to make our app better. Cheers! -Elias, Shopify Support
Wanted to like this, but found it to be very frustrating for both myself and my customers. No matter want auto-reply was used customers expected an instant reply 24/7.
Hi, there. Thank you for taking the time to leave this review and provide us with this feedback. We are sorry to hear the app didn't work out with your shop. If you reference our Shopify Inbox guide (https://bit.ly/3IRcODq) it notes different ways to create automated messages for your customers. One idea would be to let your customers know the available hours for your team to reply. Thanks again for reaching out! -Marty, Shopify Support
I have tried to use this app several times over the last few months and have been very disappointed each time. It has great potential and I really want to like it but it has fairly major usability problems, delays in notifications of received messages (meaning the customer has already left the chat session before I'm notified they've sent a message) along with a lack of transparency about automated messages.
Today I received a notification of a chat message and when I went to respond I can see the app has already sent several automated messages to the customer with incorrect information. These messages were not programmed into the app by me so I have no idea how they were generated. The reply the customer received was incorrect as it advised her that her order number didn't exist, which is incorrect. I now have a very unhappy customer to deal with. I do not trust this app to respond to my customers and have turned it off yet again.
Hi, there. Thank you for taking the time to leave this review and provide us with this feedback. We are sorry to hear you are experiencing issues with the app. I would recommend reaching out to our live support team to take a closer look into these issues with you. Please contact our support team directly so that this issue can be troubleshot and investigated in more detail: https://bit.ly/2AWw5VA. Thanks again! -Marty, Shopify Support
Useful app but we have a big problem with it. It adds (1) to the page titles. And it affects google search results. The number count is caused by the notification count for the Chat feature on storefronts being added to the metadata of the store. This information is being picked up by search engine bots which then update the search result titles. We need a decent shopify help!
Thank you for writing your review and for letting us know that you're experiencing this issue. This is something our development team is aware of and we are working with Google to find a resolution, and we believe we have found the cause of the issue and have made the change that should help resolve the issue.
The fix may take some time to come into effect as Google needs to recrawl your website in order for the problem to be resolved. You can ask them to do this as per the instructions listed here: https://bit.ly/3HUjHT9. -Victor, Shopify Support
