Reviews (5,787)
The updated version is extremely difficult to use, and customers are unwilling to use it. Customer inquiries have decreased significantly!
We are looking for alternatives.
Thank you, and following up on my email: based on what you shared with support, the verification step was the blocker, and it is now optional. A new Inbox setting lets customers start a chat by sharing just their name and email, no code, 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, but you can now choose the lower friction path and win those inquiries back.
