Shopify Inbox queries - Customer Notifications

[JXL_Lewis]

Hello, 

I wonder if anyone could offer some advice here. 

We're looking at changing the customer notifications from the Shopify Inbox - we've been experiementing with different situations and discovered that there is a chance that our customers are not receiving our messages. 

SItuation 1:

Customer contacts store on Shopify Inbox - when we respond the chat shows immediately (Great)

Situation 2:

Customer contacts store on Shopify Inbox & then closes their browser (and tabs) - when we respond, an e-mail is sent to their nominated email address (Great)

Situation 3:

Customer contacts the Store on Shopify Inbox & then closes their browser (leaving tabs open) - when we respond, the live chat is updated, but an e-mail is NOT sent  (Not good)

 Is there an option, or a setting on Shopify Inbox to enable e-mail notifications for the customer to be sent regardless of whether they are online or not?

I can only see e-mail notification settings for us, but no options to change e-mail notifications for the customer. 

Thanks in advance

[oscprofessional]

Hi @JXL_Lewis ,

No, Shopify Inbox does not currently have a setting to force email notifications for customers in all cases.

Workaround Options:

1. Manually Send a Follow-up Email → If a response goes unread, send a follow-up via email.
2. Encourage Email Capture Early → Ask customers for their email upfront in chat.
3. Use Third-Party Apps → Tools like Gorgias or Tidio offer better control over email notifications.