Reviews (5,786)
As others have expressed, the recent changes requiring sign in or Shop app registration have brought this 5-star app down to 1 star. There's no longer a quick easy form before chatting and now almost none of the chatters on our site use the sign in feature, so there's no way for us to reach back out.
Thank you, you summed up the problem exactly: no form means no way to reach back out. The quick form is back. A new Inbox setting lets customers start a chat by sharing just their name and email, no Shop account or sign-in, and 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 replies land in a real inbox, but the choice between the two is now yours.
