Reviews (5,785)
The new version of the app looks slick, and it's a promising step forward, but the requirement of the customer to verify their email address for a simple inquiry is unnecessary friction. If the customer doesn't input their email address, we're unable to follow up with them. If the customer does input their email address, they're required to receive a six-digit code. The UX is confusing and creates a significant drop-off rate. Please fix ASAP!
Thank you for the precise description of the drop-off. The six-digit code is no longer the only way: a new Inbox setting lets customers start a chat by sharing just their name and email, with no verification 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 verified sign-in because it confirms the customer owns the email they leave, so follow-ups reach a real inbox, but you can now pick the lower friction path.
