Reviews (5,796)
The new upgrade is extremely frustrating. Why are you forcing customers to sign in just to get an answer? This is a huge turn-off and adds an unnecessary barrier to what should be a simple customer service interaction.
There is also no back button, so once a customer has viewed one Instant Answer, they cannot return to the previous options without refreshing the entire website. Realistically, at that point many customers will simply leave the site. This is a significant step backwards in terms of usability.
Thank you, this is fair feedback on both points. On sign-in: a new setting now lets customers start a chat by sharing just their name and email instead of signing in, 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, so your replies reach a real person, but the choice is yours. On the missing back button after an Instant Answer, you are right and I have passed it to the team.
