Reviews (5,787)
Change was terrible. Not displaying properly, and does not allow to change the icon. Customers are not showing as they used to, now needing to create an account which a lot of customers aren't willing to do (as they're just reaching out with small questions). Ruins the experience with the app from the start.
Thank you for the feedback. Customers no longer need an account for small questions: a new Inbox setting lets them start a chat by sharing just their name and email, 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 sign-in because it confirms the customer owns the email they leave, but the choice is now yours. For the icon and display issues, you can now customize the chat button and colors from the pencil icon next to Inbox on the Sales channels > Inbox page, which opens the theme editor.
