Shopify Inbox

The Shopify Inbox AI agent has real potential and is a genuine step up from the previous Inbox (which was limited to live chat management). But several issues still need fixing before it can be used reliably in production.

1. Response language
The AI has replied in English even though the entire conversation was in French.

2. Inconsistency depending on how the question is phrased
Two questions with the same intent, phrased differently, don't give the same answer: one omits relevant information/product, the other doesn't. This is a real reliability concern if the result depends so heavily on the customer's exact wording.

3. Hallucinated non-existent link
On certain requests, the AI tries to share a link to a page that doesn't exist at all on our site. How can this type of URL hallucination be avoided?

4. Scope of learning
Does the training/learning happen only at the conversation level, or does it also benefit future conversations?

5. Disabling the AI mid-conversation
After disabling the AI agent while a conversation was in progress, it kept being handled by the AI despite the box being unchecked. Is this a bug?

6. Limited training options
For training, with Knowledge Base you can suggest answers, but not suggest new questions in the scenarios. Is this planned? We also don't have control over selecting/correcting which data source is used, which is surprising.

Overall, a great tool at first glance, but one that still needs a lot of foundational work. Looking forward to updates. In the meantime, to get reliable answers, I'm forced to use another paid tool instead of this native, free one.

Terrible update. Forcing customers to sign in just to ask a quick question completely destroys lead generation. No one wants to create an account just to chat. If we turn it off, we have nothing to contacting back to customers. We have already lost 10 high-value customers on products worth over $1,000 each. Bring back the simple guest form with just email/phone fields immediately!

The updated version is extremely difficult to use, and customers are unwilling to use it. Customer inquiries have decreased significantly!

We are looking for alternatives.