Shopify Inbox

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!

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.

The new version of the app looks slick, and it's a promising step forward, but the requirement of the customer to verify their email address for a simple inquiry is unnecessary friction. If the customer doesn't input their email address, we're unable to follow up with them. If the customer does input their email address, they're required to receive a six-digit code. The UX is confusing and creates a significant drop-off rate. Please fix ASAP!

new upgrades and ai features have turn this into a 1 star app. it has become very difficult to serve our clients with the new sign in and ai features. no data of the customer is provided in order for us to assist them

As others have expressed, the recent changes requiring sign in or Shop app registration have brought this 5-star app down to 1 star. There's no longer a quick easy form before chatting and now almost none of the chatters on our site use the sign in feature, so there's no way for us to reach back out.

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 was a great app before the new changes yesterday and now its been horrible! Have you even tested how terrible it looks on mobile? It covers the whole mobile screen, the floating button ON product page is no longer floating, the customer first name, last name and email is no longer required so we dont know if you are talking to old or new customer as it says new visitor!! You did this so you can enforce people to subscribe on shop app and bring more money to you rather than support the business whom you are already charging permium . You turned a good working app to a disaster app!! We had to uninstall this app and find another one.

Will the previous widget style be restored? It used to be larger, more noticeable, and had bigger buttons. The current version is much smaller and is almost invisible to customers.

There has been one issue it comes up on the front of my iphone but there can be a long delay before the message shows in the app. This can be especially annoying if you don't catch the gist of the message from its first appearance.