Shopify Inbox

as a 17 year Shopify owner the app works great and does help our customers find what they are looking for. I am still programming it as we learn but all good news. We would like to add product photos to customers looking for a styles look.
Thank you, Cristofer

Every store must have the shopify inbox app. it eliminates 80% of time spent answering customer questions, improves search and discovery, eliminates 80% of the time spent searching for things, and it should become the central point for interaction for everything as intelligence increases. I am improving it everyday as much as I can because it can handle queries beautifully. It used to be really bad, that's why i preffered to have it turned off for 2 years. Before, you would receive notification for a new chat long after the customer left the chat but now, they are instant.

If the customer sent a message without leaving an email or a phone number, we cannot follow up with the customer once he/she went offline. For this reason alone, I stopped using inbox.

The problem above is solved on 26 Aug 2026. We are back on shopify inbox again.

Just one thing, when the customer went offline, and received an email to view the converstaion, if the customer is using another device and click on view the converstation, he/she will not be able to see any previous messages. Not a big issue.

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.

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.

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!

This is a great app/feature. I like how the AI part of it is learning with excellent responses as we go. Some AI responses do not even need editing.

It would be great if text/sms was a main option feature as some email providers will direct any replies with links to products to the spam folder and people miss this thinking we have not bothered to reply when we have.

So easy for my customers to message me and I love that it informs me immediately, unlike an email.

Very pleasant and easy to use; the AI responses are scary accurate

I love the fact when the customer respond a response is already typed in the reply