Reviews (5,785)
It used to be perfect then they changed it to force log in for the customer and two factor authenticator which adds far too much resistance for the customer. You can turn it off but that now means you cant see any details relating to the customer and cant email them.
It went from a perfect app to now being a bit useless. Im looking for replacements
Thank you, you described the exact tradeoff we needed to fix. There is now a middle path: a new Inbox setting lets customers share their name and email to start a chat, no login or code, so you keep contact details without the sign-in resistance. 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, but you no longer have to choose between friction and flying blind.
