Shopify Inbox

Thank you for the feedback. From your support conversation, the missing email step was the main problem, and it is back. A new Inbox setting lets visitors share their name and email to start a chat, like the previous Inbox, so you can follow up 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 flow. The chat appearance is also customizable now, from the pencil icon next to Inbox on that same page.