Reviews (5,796)
Very Disappointing Update – Not User Friendly
The latest Shopify Inbox update is a major step backward. It feels completely unintuitive and has removed the basic navigation and menu options that made the app useful.
There is no proper navigation, no easy menu for finding instant answers, and basic functionalities are unnecessarily difficult to access. It feels like the development team has focused too much on AI and forgotten the fundamental needs of users.
AI should enhance the user experience, not replace basic navigation and essential functionalities. Users shouldn't have to struggle, log in, or depend entirely on AI just to find simple answers or access common features.
Honestly, I don't see much value in using the app in its current form. This update is frustrating, confusing, and a significant downgrade from the previous experience.
Thank you for the detailed feedback. On sign-in: customers no longer need to log in to reach you. A new setting lets them start a chat by sharing just their name and email, like the earlier Inbox, and 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 yours. The AI agent is also optional and can be turned off in the same settings. Your notes on navigation and Instant Answers are with the team.
