Reviews (5,786)
I don't understand why Shopify Inbox can't simply revert to the previous version and interface.
Even after the registration requirement was removed, the number of customer inquiries has still dropped dramatically—by at least **80%**. This has had a significant negative impact on customer engagement and conversions.
We strongly urge the Shopify team to bring back the previous version of Shopify Inbox as soon as possible. The older interface was much more user-friendly, encouraged customers to start conversations, and provided a far better overall experience for both customers and support teams.
——————————————————2026/8/4
After the Shopify Inbox update, it has become much less user-friendly.
Customers are now required to create an account before they can ask a question, which adds unnecessary friction and has significantly reduced our conversion rate.
In addition, the new version no longer links customers' previous orders to the chat, making it much more difficult for our customer service team to quickly look up order history and provide efficient support.
Would it be possible to restore the previous version of Shopify Inbox? Ideally, we'd like to keep the original user experience while simply adding the new AI chat functionality, rather than replacing the existing workflow.
Thank you for updating your review with the numbers, that matters to us. Two things have changed. Customers can now start a chat by sharing just their name and email, like the previous Inbox, with no account or registration. And you can customize how the chat looks on your storefront from the pencil icon next to Inbox on that same page, which opens the theme editor. Both are 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 the lower friction path is now your choice.
