Shopify Inbox , 1,606 reviews

Overall rating
Counts per rating level
  • 65% of ratings are 5 stars
  • 17% of ratings are 4 stars
  • 6% of ratings are 3 stars
  • 4% of ratings are 2 stars
  • 8% of ratings are 1 stars
July 22, 2022

The app is good and functions - but the customization is severely lacking. Our shop is all digital goods so we don't have tracking numbers or order tracking, however there is no option to remove "Track My Order" instant answer. You also can't customize simple text fields that should be customizable. Fix those, and the app will be great.

Soundblind Drums
Time spent using app: 9 days
Shopify replied August 15, 2022

Thank you for taking the time to write your review and for letting us know how you think Shopify Inbox can be improved. I am glad to hear that you've found it to be useful but I can certainly see why having more customization options would be beneficial for you and your business.

We appreciate feedback from merchants on how we can improve our platform and our apps, as this helps inform our decisions when changes are made. I will be sure to pass your comments onto our development team. Thanks again for reaching out. -Victor, Shopify Support

July 21, 2022

As a free App it is definitely a handy chat feature. I would like more customisable features. E.G When you're using a mobile device and browsing on the website the "Chat with us" Box is way too big and crowds the screen. Also you need the option to close the box as it gets annoying / in the way, in particular on the mobile. I have spoken to Shopify and they said they're working on these upgrades. If Shopify can apply some edits and changes then my rating would improve.

Time spent using app: 5 months
Edited August 2, 2022

Shopify Inbox is finally getting enough functionality to begin being useful for many merchants. Here's how to get to five stars, Shopify: -Customers need to be able to attach images in chat
-Team members should be able to have internal discussions about a chat that the customer can't see. Our current workaround is to communicate outside of Inbox to discuss issues in Inbox
-Add the ability to turn off 'add to cart' and 'buy now' when inserting Products in chat. We want people to see our subscription options and 'add to cart' and 'buy now' allows the customer to bypass the product view and miss those options
-I dream of Shopify offering a customer Knowledge Base feature for merchants with a nice standardized theme. In addition to having this knowledge base available from store menus, customers can search this knowledge base within the chat client, saving support agents a lot of time. Intercom does this really well
-Chat conversations can be synced to CRM software like Hubspot
-Customers can see the agent's name (or handle) in chats as opposed to the chat always being from "Company Name"
-Agents can upload a profile photo
-Collision avoidance so multiple agents don't accidentally respond to the same chat at the same time. This could be as simple as allowing agents to see when other agents are typing on a chat
-Agents can set their availability to away which will pause audible notifications
-Browser notifications should not show each message from a customer and another agent to all agents. With multiple ongoing conversations, this gets very loud and when an agent is helping a customer, the other agents do not need to see every message sent in those chats
-Just because someone enters their email address on Chat, it doesn't make them a Customer. We define a customer as someone who has made a purchase, so it would be nice to have a separate bucket for these contacts instead of adding them all to the customers list in Shopify. Alternatively, if Customers in Shopify were renamed Contacts, this may make more sense

Atla Water
United States
Time spent using app: About 1 year
Shopify replied August 10, 2022

Thank you so much for taking the time to write your review and to lay out all of your suggestions here. It's greatly appreciated and I can see why all of the recommendations you have made would help make Shopify Inbox an even more useful tool for you and your business.

Merchant feedback plays a big part in how our development team decides how to improve our platform, and this is especially true of our apps and Shopify Inbox in particular. I will be sure to pass all of your suggestions onto our team for their consideration. Thanks again for getting in touch. -Victor, Shopify Support

July 14, 2022

This sales channel really helps convert customers. but it loads slowly on my phone so i often miss the customer

Yeshair Australia
Time spent using app: 4 months
July 12, 2022

I am getting used to it. It takes a little time to fully understand the potential.
The app is good. The instructions and video could be much better.

Berk Cashmere
United Kingdom
Time spent using app: 6 days
July 10, 2022

The app is okay. But we need to be able to customize it more. Because I want to add a button on the product page instead of being always active on the website. We need a bit more functions like z index and custom placement possibilities.

United Kingdom
Time spent using app: About 1 month
Shopify replied July 28, 2022

We appreciate you taking the time to write your review and we thank you for providing us with feedback on how Shopify Inbox could be improved for the benefit of your business.

I know that having more control over customization is a popular request we have received from merchants and this is something we may allow for in future updates. I will submit your comments to our development team and I hope in future this is something we can do to help improve the app experience for you and your customers. -Victor, Shopify Support

July 10, 2022

Meh. Not seamless. To many screens before I get to inbox. I don't like frames. Would like to be able to resize frames to my liking.

Klondike Mike's
Time spent using app: 6 months
Shopify replied July 28, 2022

Thank you for taking the time to write your review and for providing us with feedback on how Shopify Inbox can be improved. I can certainly see the benefits of having more control over frame sizes and I will be sure to pass your comments onto our development team. -Victor, Shopify Support

July 7, 2022

Before I can open "in box" on home page, now I have to go to App and Sales channel to open it. It is more steps

Marabella Bridal
United States
Time spent using app: 4 months
June 27, 2022

je ne trouve plus le lien sur la pannel admin pour acceder a shopify inbox ? Depuis le nouveau lifting ila disparu et introuvable dans les onglets

Time spent using app: 3 months
June 8, 2022

Decent. I don't understand why we can only set one set of hours per day in the settings. We're not allowed lunch times? Right now I can only say open from and then closed. It would be a lot more useful if I can send a different message (away message) for our lunch time.

Proslat US
Time spent using app: About 2 years
Shopify replied July 6, 2022

Thank you for writing your review and for sharing your feedback with us here. It is possible to set an away message within Inbox, and when you set it to active the message will automatically send to customers. You can therefore just toggle the message to be active whenever you take lunch or step away for a period. You can read more on how to do this here: -Victor, Shopify Support