Chatway Live Chat Support, FAQ

Easy to use and reliable app

UPDATE: Premio-Chatway: "I admitted our mistake and said we're sorry"

Although this was the response we received in the email, we were saddened to read the company’s statements blaming us. Please also read the other 1-star review. We are experiencing the same issues as Kherish.

1. We don’t encounter this issue with any other popular Shopify chat applications; we’ve tested them all.
2. If you use this app, you will not only face the issue of the X not closing but also experience an infinite scroll problem on your cart page.
3. You will miss out on features like AI-powered responses and great auto-replies based on customer messages.
4. Karina and Marvin won’t trust your screenshots and screen-cast unless you purchase the related device and test it yourself.
5. For two weeks, they made us struggle until Gal, the owner of the company, came and said, “Yes, there’s an issue; let’s fix it.” No action was taken until we gave a 1-star review.
6. The support team ignored our messages, didn’t respond despite reading the messages in chat, and kept sending the same responses. During the conversation, they abruptly ended it with, “If there’s nothing else, we’re closing this"

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- We received complaints from customers about the chat balloon not closing after being opened. Despite testing the issue on real devices and providing a video as evidence, Karina, Marvin, and their team refused to acknowledge the problem.
- Later, Karina admitted, "I reproduced the issue," which we documented with a screenshot. However, the following day, they claimed, "We didn’t do anything; there’s no issue."
- This behavior is consistent with how they’ve handled previous issues—they repeatedly deny problems, even when clear evidence is presented.
- They argue that the video recording was taken via a browser, yet the same issue persists on real devices.
- Additionally, they have significantly increased their prices.
- The application noticeably slows down the website’s performance.
- Once this busy period concludes, we plan to switch to a different application.

The free plan has enough features so small businesses can work without paying for the pro plan. I like it. Since we installed this app, we have received many more messages from our customers. I highly recommend it.