Shopify Inbox

Perfect app. Works on my phone and desktop seamlessly. When I read and answer a message on my phone, the message leaves the desktop as well for no duplicating messages.

We've been using this for a few over a year now. This has been effective at engaging customers and answering questions. We've had at least 100 conversations (a meaningful number for our store), and the app has worked well. However, after a full year, we wish there was more progress towards integration with additional apps and experiences. Why is it that every messenger app the world over can have an App ecosystem, and Shopify HAS an app ecosystem, and yet, we can't access customer Messenger (Shopify's own SMS and Email app), or Subscriptions (also a Shopify App), or Flow (for automated emails and other customer-specific actions), etc. The lack of progress on features is astounding and shows the lack of vision and ingenuity of the current powers that be at this company. I wish they would use their new-found AI prowess to start accelerating customer engagement feature integration within their own native ecosystem of apps and services.

"I have to say that the support I received from Shopify was exceptional. It can be really challenging to manage everything on my own, but their assistance was incredibly valuable. They helped me understand the functionality of Shopify's Inbox Chat app, which is a free alternative to one of my paid apps that serves the same purpose. In essence, I received free support for a new app and was able to save money by discontinuing an old app. Overall, it was a great experience."

If you have more than one store, it is hard to handle them through this app. This is my only concern why I do not use this app.

Easy to use, and very well-integrated with our Shopify store (duh, it's first party).
Would be great if we could drag and drop media into the chat directly on browser, as we need to attach media quite often.

super, easy to use. helps land sales when customers have immediate questions while on the site. Because, let's be honest, customers nearly never read your FAQs, they take the path of least resistance. This is a nice way to timely respond.

Not very happy with it. There's always a "delay". By the time a customer's message comes through to me, and I try to respond, they have left the store. Yesterday a customer kept messaging wanting a product. I answered her 3 times, with the direct link!! She kept asking, as if she wasn't getting my reply!!! This happens CONSTANTLY! I'm so frustrated an annoyed with this app! I can respond to a customer, and they never see it!!! I KNOW it says it will go to their email, however at least 90% of the time they either never see the email, or have lost interest!

Would love more options/flexibility to configure. Esp the "Pre-chat Form" which I understand the purpose of, but I reckon a first name and email is all that's required. I.e a function to disable last name field would be great.
Because often the less data we ask of users, the better the uptake.

In overall, it is a good app, with smooth integration on a phone, which is crucial. But I miss one key feature:
The fact that it doesn't integrate with the contact itself, and so that you have the history of the chat in the contact for all to see, is a mystery to me.

Update --> be able to reply within the conversation would be a big +

I can't tell you how many sales I have saved with this app. It's mostly great, sometimes a little clunky. But at the end of the day, it's indispensable for us. We're all about the customer service, and folks are thrilled when they can get a quick autoreply, and then a real human to talk to. And the integration with the product catalog is fantastic.