Shopify Inbox

Every review carries the store that wrote it and how big that store is, and 62 of them are complaints you can read in full.

• 5★2026-08-21

  Customer Service is exceptional.

  AiPower Corp. · top 100k store

  Link to this reviewVerify at sourceaipower.com

• 3★2026-08-21

  Overall, Shopify Inbox works pretty well and I’m happy with it. The main issue is the z-index/layering of the chat activation button. The chat button often overlaps or covers other important elements on the storefront, such as the cart drawer, Quick Add buttons, and email pop-up windows. It would be great if Shopify could provide better control over the chat button’s z-index or update its default layering behavior so it doesn’t interfere with other storefront elements. Everything else is pretty good — this is just a small but quite annoying UI issue that I hope can be improved in a future update.

  runstar · top 100k store

  Link to this reviewVerify at sourcewww.runstar.com

• 1★2026-08-19

  The new AI version of this app is not as good as the previous version. Despite creating several custom FAQ answers detailing the store location and having it select the correct answer in the test feature, I can not get the AI to give the store address when asking from the customer side of the app.

  Harley-Davidson Farthest North Outpost · outside the top 100k

  Link to this reviewVerify at sourceharley-davidson-farthest-north-outpost.myshopify.com

• 2★2026-08-18

  1. Loading is far too slow! If the network is slightly worse, the loading speed is 3-5 times slower than the old version! 2. The FAQ section only appears when customer service agents are offline, rendering it practically useless; under normal circumstances, it merely displays static, meaningless product images. 3. The AI ​​chatbot fails to answer questions even when the relevant information exists in the Knowledge Base; it only responds if the details are explicitly described on the product page itself. This is extremely inconvenient for listing products via modular plugins. 4. It is no longer possible to customize the underlying behavior of the AI ​​chatbot (e.g., you cannot customize the automated response triggered when handing off the conversation to a human agent). 5. The inability to customize the AI's core logic means it acts foolishly when encountering unfamiliar questions and delivers stiff, unnatural responses; optimization relies entirely on Shopify code adjustments rather than allowing for direct customization of the AI's persona or behavior.

  EDIKANI · outside the top 100k

  Link to this reviewVerify at sourceedikani.com

• 1★2026-08-16

  BLOCK SENDER FEATURE SORELY NEEDED. The same person spams me over and over and all Shopify Inbox lets you do is block the conversation. Absurdly useless!!!

  Mikes Game Shop · outside the top 100k

  Link to this reviewVerify at sourcemikesgameshop.com

• 4★2026-08-16

  Was a 1-star, edited back to 4-star! Shopify has fixed the customer log-in requirement! HURRAY! Now we have an option to collect Name & Email only. This is a great move Shopify. Only room for improvement would be handoff from AI agent to Human, we turned it off only due to not knowing what the agent was up to - otherwise it actually did everything great.

  The Dash Cam Guys · outside the top 100k

  Link to this reviewVerify at sourcedashcamguys.com.au

• 1★2026-08-14

  How could you mess up this app so badly? Customer need to create an account now in order to ask simple questions?

  I Love Mayapur · outside the top 100k

  Link to this reviewVerify at sourcei-love-mayapur.com

• 1★2026-08-14

  The recent Shopify Inbox update has made chat significantly worse for our small business, and I’m hoping Shopify takes the merchant feedback seriously. We’re a small, family-owned store, and the owners personally answer customer chats. Live chat is an important part of how we help people before they purchase, so being able to understand who we’re talking to and keep a conversation together matters a lot. Before this update, a visitor could give us their first name before starting a conversation, optionally leave an email address so we could reply if they left the site, and we could see useful context such as their location, cart, and customer/order information when available. Since the update, we’ve run into several major problems: 1. Visitors who don’t sign into Shop come through as “Shopify Visitor” with virtually no useful identity or context. 2. We no longer get a first name before chat, which makes multiple conversations much harder to keep organized. 3. We lose useful information such as location and cart contents unless the customer signs into Shop. 4. Customers seem to get dropped from conversations constantly. If they close the chat window or leave the site, they often appear to go offline and then come back in a new conversation/thread. 5. Because those conversations are being separated, a returning customer may think they are continuing the conversation we were already having, while on our end they can look like a completely different anonymous visitor. 6. Even when a visitor does sign in, we have experienced cases where their previous purchases from our store still are not visible to us in Inbox. 7. The result is that we can spend part of a conversation trying to figure out whether this is the same person we were just helping, what they were considering buying, or whether they have already purchased from us. 8. Requiring someone to create or sign into a Shop account just to provide basic identity and shopping context adds unnecessary friction for customers who simply want to ask a question before making a purchase. This is not just a cosmetic change to the chat widget. It has materially reduced the information available to merchants and made conversation continuity much less reliable. The previous system worked extremely well for a small business like ours: collect a first name, make email optional, preserve the visitor’s conversation, show us their shopping context, and allow us to help them without forcing them to create an account. I understand Shopify’s desire to improve verified customer identity and security, but merchants should have the option to choose the previous, lower-friction experience. Please restore the ability to collect a visitor’s first name with optional email, maintain continuity for returning visitors, and give merchants access to the cart, location, and customer/order context we previously had. Shopify Inbox used to be one of the most useful tools we had for providing personal customer service. This update has made that considerably harder.

  Geek Vacuums · outside the top 100k

  Link to this reviewVerify at sourcegeekvacuums.com

• 1★2026-08-13

  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.

  Ice Skating Jewellery · outside the top 100k

  Link to this reviewVerify at sourceiceskatingjewellery.com

• 1★2026-08-12

  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.

  Bottlehead · top 100k store

  Link to this reviewVerify at sourcebottlehead.com

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