Shopify Inbox

The recent redesign of Shopify Inbox has made what was once a simple and efficient customer support tool much harder to use.

As a merchant handling a high volume of customer enquiries, the new interface requires more clicks, is slower to navigate, and makes it more difficult to quickly scan conversations. Finding previous messages and managing multiple chats is less intuitive than before, reducing our team's efficiency.

The focus appears to have shifted toward AI features instead of improving the day-to-day workflow for merchants who simply need to respond to customers as quickly as possible. Customer support software should prioritise speed, simplicity, and ease of use.

The previous version of Shopify Inbox was faster, cleaner, and far more practical. This update feels like a step backwards and has negatively impacted our customer service experience.

Please consider restoring the previous interface or providing merchants with the option to choose between the classic and new layouts.