Reviews (5,785)
the app is screwing up and not identifying visitors with questions. this is a recent flaw and they push back saying its us who changed - we touched NOTHING!
Thanks Mark, and following up on my email: what I said we were working on is now shipping. Customers can share their name and email to start a chat, like the previous Inbox, so visitors are identified again without any login. 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 now have the choice. Reply to my email if it does not appear on your store this week.
