Reviews (5,796)
The app’s usefulness was greatly diminished when they stopped gathering emails. Visitors chatting with us are now not getting responses because we have no way of following up. Not everyone wants to login to chat, either.
We’ll have to find a different solution.
Thank you for spelling out the impact. You are right that without an email there is no way to follow up when a visitor leaves. We built the option back: a new Inbox setting lets visitors share their name and email to start a chat, no login needed, so your replies can reach them again. 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 can now choose the lighter path. I hope you will give Inbox another look before switching.
