Shopify Inbox

Das neueste Update, ist komplett Unsinnig.
Das Annonymisieren des Kunden, verhindert aktiv, dass Probleme schnell und unkompliziert gelöst werden können. Kunden die ein Problem haben, können nicht nachvollziehen, warum wir den Namen, bzw. das Kundenkonto nicht sehen können. Auch das Kontaktaufnehmen mit dem Kunden im Nachgang (wenn sich der Kunde außerhalb der Betriebszeiten meldet) gestaltet sich unheimlich schwierig, da ich den Kunden nicht einmal ansprechen kann oder ihm sein Kundenkonto aufrufen kann.

Das führt zu deutlich schlechteren Servicebewertungen - Bitte hier unbedingt nachbessern

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.

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.

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 don't understand why Shopify Inbox can't simply revert to the previous version and interface.

Even after the registration requirement was removed, the number of customer inquiries has still dropped dramatically—by at least **80%**. This has had a significant negative impact on customer engagement and conversions.

We strongly urge the Shopify team to bring back the previous version of Shopify Inbox as soon as possible. The older interface was much more user-friendly, encouraged customers to start conversations, and provided a far better overall experience for both customers and support teams.
——————————————————2026/8/4

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.

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

var vild med denne app indtil den blev opdateret. totalt uprofessionelt setup nu - man kan ikke se hvem man chatter med og træningen med agenten er mangelfuld og man kan ikke få rullet de oprindelige indstillinger tilbage - så fra at den var til 5 stjerner er den nu kun til 0 stjerner - hvis jeg kunne give det! Troede Shopify skulle udvikle apps til det bedre - men det er ikke tilfældet.

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

Love the app and where is was. The new update has the makings of something great but missing A LOT of things. I will change my review when the updates change. It seems too buggy to be released right now.

1. Need to be able to be notified when someone is chatting with Ai.
2. Need to be able to jump into the conversation when they are speaking with ai. I cant even open the conversation with someone to correct the mistake ai made.
3. If it answers wrong need to be able to correct the ai and also explain what it did wrong.
4. The formatting for instant answers are all wrong now. We were able to have proper spacing and clickable links. Now it is all jumbled with no clickable links.
5. I wish we could have Hyperlinks in our instant answers.
6. WAY TOO BUGGY!