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Terrible update. Forcing customers to sign in just to ask a quick question completely destroys lead generation. No one wants to create an account just to chat. If we turn it off, we have nothing to contacting back to customers. We have already lost 10 high-value customers on products worth over $1,000 each. Bring back the simple guest form with just email/phone fields immediately!
The updated version is extremely difficult to use, and customers are unwilling to use it. Customer inquiries have decreased significantly!
We are looking for alternatives.
The latest Shopify Inbox update is a huge downgrade. The new interface is worse, forcing customers to enter their details before chatting adds unnecessary friction, and the AI is far less reliable than before. The old version was much simpler and worked much better. Please bring back the previous experience or at least give merchants the option to choose.
Hi Advance Pet Mart, sorry the update has been frustrating. In your Shopify admin, go to Sales channels → Inbox. Under Chat settings, you can turn Require customer sign-in off, set your Staff hours, and use Assign agent to have AI handle all conversations or only cover times when staff are unavailable. You can also turn Agent off entirely for staff-only chat.
Change was terrible. Not displaying properly, and does not allow to change the icon. Customers are not showing as they used to, now needing to create an account which a lot of customers aren't willing to do (as they're just reaching out with small questions). Ruins the experience with the app from the start.
Hi Verdant Furniture, sorry this update disrupted your chat. Go to Sales channels → Inbox and select the pencil beside Inbox. This opens the theme editor, where you can flip "Invert activator colors" to make the chat more visible. Coming soon we will enable more settings for font size etc. Also under Sales channels → Inbox → Chat settings, you can also turn Require customer sign-in off to let customers chat without signing in.
App easy to install and get working.
You can ONLY change the color of the background and text,
but you cannot change the color of the text area.
That means, it you change the background to blue, then all the background is blue including the chat area
This app is broken since they added AI to the app. It won't even display properly on the website now. It used to be very useful and allowed us to communicate with customers easily. You ruined it.
UPDATE: After a week and 3 support tickets, they finally fixed it and now it works. Note that the first 2 support reps said that the Inbox app is not compatible with my Starter plan and I needed to upgrade my Shopify plan, which is just flat out wrong information. I've been using this app on the Starter plan for 2 years and counting. The 3rd rep was able to pass the issue to developers, and they solved it. No explanation as to what the problem was or how they solved it. Rating updated from 1 star to 3.
Hi Tom’s Tackle Shop, thank you for updating your review. We’re sorry it took three support contacts to resolve this and that you were incorrectly told to upgrade your plan. We found a bug that prevented the updated chat from loading correctly on Starter-plan storefronts and have now fixed it. You were right that a plan upgrade was not required. We’re glad Inbox is working again.
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
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.
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.
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
