Reviews (5,462)
1. The update introducing the so-called AI features is terrible; the AI itself is highly ineffective and frequently gives irrelevant answers, so I’ve disabled it entirely.
2. Since customers no longer need to provide their email addresses, it is impossible to distinguish between new and returning clients, and replies cannot be delivered to their inboxes, resulting in reduced engagement.
3. For customers who don't provide an email, the product SKU is no longer visible, making it unclear exactly which product they are inquiring about.
4. If a customer makes multiple inquiries during a single browsing session, the conversations are split into separate chat windows rather than being consolidated into one.
Summary: Recent updates have been increasingly poor compared to the previous version; if things don't improve, we will be forced to purchase third-party chat plugins.
One more thing: for aesthetic reasons, the quick FAQ is basically no longer visible. Previously, many questions could be answered by the FAQ.
Thank you for the detailed, specific feedback. One lever that helps right away: turning on "require customer sign-in". This asks buyers to verify their email, which restores your ability to tell new from returning customers, lets your replies reach their inbox, and brings back more customer context. On the split conversations, the FAQ visibility, and the AI answers, we want to confirm the specifics so we can give you an accurate response. Please reach us at help.shopify.com/support.
