Shopify Inbox

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The recent redesign of Shopify Inbox has made what was once a simple and efficient customer support tool much harder to use.

As a merchant handling a high volume of customer enquiries, the new interface requires more clicks, is slower to navigate, and makes it more difficult to quickly scan conversations. Finding previous messages and managing multiple chats is less intuitive than before, reducing our team's efficiency.

The focus appears to have shifted toward AI features instead of improving the day-to-day workflow for merchants who simply need to respond to customers as quickly as possible. Customer support software should prioritise speed, simplicity, and ease of use.

The previous version of Shopify Inbox was faster, cleaner, and far more practical. This update feels like a step backwards and has negatively impacted our customer service experience.

Please consider restoring the previous interface or providing merchants with the option to choose between the classic and new layouts.

After the Shopify Inbox update, it has become much less user-friendly.

Customers are now required to create an account before they can ask a question, which adds unnecessary friction and has significantly reduced our conversion rate.

In addition, the new version no longer links customers' previous orders to the chat, making it much more difficult for our customer service team to quickly look up order history and provide efficient support.

Would it be possible to restore the previous version of Shopify Inbox? Ideally, we'd like to keep the original user experience while simply adding the new AI chat functionality, rather than replacing the existing workflow.