Reviews (5,785)
It recently had an update that made it a lot less customizable and a poorer UX experience. It converts less and doesn't have the option to collect leads. Hoping they'll revert it back ASAP!
Thank you, and following up on my email: lead collection is back. A new Inbox setting lets customers share their name and email to start a chat, like the previous Inbox, so every conversation can become a lead 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, so follow-ups reach real people, but you can now choose the lighter option. You can also customize how the chat looks from the pencil icon next to Inbox on that same page, which opens the theme editor.
