Shopify Inbox

Thank you for taking the time to share such a detailed and thoughtful review. We reviewed the issues you raised against the actual conversations on your store and have shared the findings with our engineering team who are actively digging into the underlying causes to fix them.

To clarify two points: The training/learning will benefit future conversations and also allow our background agent to suggest improved Agent persona if that will be more helpful for representing your business to buyers accurately. Also, yes we are planning to surface more questions in Knowledge Base based on the conversations buyers have with your agent.

We appreciate the thorough testing and candid feedback. This is exactly the kind of input that helps us make the product more reliable.

Vielen Dank for the detailed feedback. You are right that anonymous chats make it hard to help customers and to reach them after hours. A new Inbox setting now lets customers share their name and email to start a chat, like the previous Inbox, so you can see who you are talking to and follow up by email. It is rolling out to all stores now under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline. We default to sign-in because it confirms the customer owns the email they leave, but you can now choose the simpler path.

Thank you for the precise description of the drop-off. The six-digit code is no longer the only way: a new Inbox setting lets customers start a chat by sharing just their name and email, with no verification step, like the previous Inbox. It is rolling out to all stores now under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline. We default to verified sign-in because it confirms the customer owns the email they leave, so follow-ups reach a real inbox, but you can now pick the lower friction path.

Thank you for the detailed list. The core issue you raised, no email means no identification and no delivered replies, is what we fixed. A new Inbox setting lets customers share their name and email to start a chat, like the previous Inbox, so conversations connect to a real contact again. It is rolling out to all stores now under Sales channels > Inbox > Chat settings > Collect customer details. Choose Require name and email there (the other options are Require customers to sign-in and Allow anonymous chats). One note: this applies to chats with your team. The AI agent still answers anonymous visitors instantly, by design, so customers get help in seconds even while you are offline. We default to sign-in because it confirms the customer owns the email they leave, but you can now choose the simpler path. Your notes on SKUs and split conversations are with the team.

Danke für dein Feedback. Einzelne Spam-Nachrichten kannst du in Inbox direkt blockieren oder melden, sodass diese Absender dich nicht weiter erreichen. Deine Anregungen zum Spam-Filter und zum Löschen mehrerer Nachrichten auf einmal geben wir an unser Team weiter. Wenn du Hilfe beim Reduzieren von Spam möchtest, unterstützt dich unser Team unter help.shopify.com/support gern.

Thanks for this review. You asked for more control over how the chat looks, and that is now live. In your Shopify Admin, go to Sales channels > Inbox and click the pencil icon next to the Inbox name. It opens the Theme editor on the Inbox app embed, where you can adjust text size, chat button size, and colors, so the chat can be as prominent or as subtle as you want.

Thanks for taking the time to share this. You're right that Inbox doesn't currently offer a way to export chat history, and that's helpful feedback we'll pass along to the team. On Instant Answers: the AI suggestions are meant as a starting point, and you can fully edit, rewrite, or replace any of them in your Inbox settings so they reflect the questions your customers actually ask. If you'd like a hand tailoring them, our team at help.shopify.com/support is glad to help.

Gracias por contarnos los pasos que ya probaste. Cuando el chat no aparece aunque la incrustación esté activada, a menudo es un conflicto con el tema: prueba activándolo en un tema predeterminado (como Dawn) y confirma que el tema esté publicado y guardado. Si quieres que alguien lo revise contigo, puedes hablar con nuestro equipo en help.shopify.com/support.

Thanks for taking the time to dig into this and share what you found in DevTools. Console messages from the Inbox chat widget are often harmless layout notices tied to your theme rather than a Chrome-breaking conflict, and genuine theme conflicts can usually be sorted out. If you'd like to give it another try, our team at help.shopify.com/support can review the specific error with you and confirm whether it's actually affecting your storefront.