Reviews (5,786)
Unfortunately a complete downgrade since the new update. Customers are not asked for their email so we cant stay in contact anymore. If youre using the login tool people have to verify by 2fa. This was our main sales funnel & is now complete useless.
Thank you for the feedback, and I am sorry this hit your main sales funnel. The email step is back as an option: a new Inbox setting lets customers share their name and email to start a chat, with no login or two-factor step, like the previous Inbox. 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 your follow-ups reach real buyers, but the lower friction path is now your call.
