Has anyone else installed the shopify inbox chat app and encountered issues with offline customer email reply?. It works fine when customer is on the website and active.
If the customer is not online its supposed to send your reply via email but this is not happening unfortunately. Any ideas on how to fix this?
Interesting situation here! The information that you have stated below is correct - when sending a reply to a customer that is not currently in the chat and on the store, the reply is meant to be sent as an email. This info can be found in our Customer Conversations help document.
I went ahead and tested Inbox in my own store just to see if I could get the same issue you are here. I did a few tests using a couple different emails and things appear to be working as they should be. I did notice that trying to get that reply email sent to an email associated with my store prevented it from arriving so make sure you’re using an email different from something connected to your store for testing.
I have a couple different troubleshooting ideas here for us to try:
If you’ve tried everything here, and are still having issues then we’ll need to look into your account specifically, since I wasn’t able to replicate the issue on my end. If this ends up being the case, I recommend reaching out to our Live Support Team at this link so they can get you authenticated and take a deeper dive into what may be going on.
The emails I have tried it against are not connected to my store and I have tried both gmail and outlook and still no email is sent to offline customers.
I did delete and install it again and the same issue is happening which is unfortunate.
Have reached out to support for help.
Its concerns me that potential customers wouldn't receive my reply and could cost sales.
Thanks the quick reply. Sounds like you've done much of the suggested troubleshooting already, which is great. I completely understand your concern about your potential customers not receiving your replies.
Since the issue seems to have persisted, reaching out to the Support Team is absolutely the best next step. We're unable to offer account specific help in the Community so the Support Team will be able to look into the issue in detail and even escalate you up to another team if needed.
Are you currently waiting to hear back from the Support Team about the issue?
Installed Shopify Inbox last night and I don't think my emails are being sent either. Hoping for an update on what to do. Currently in Shopify Chat with Support, but I don't think this person knows how to fix the issue.
Hi there, @fromjennifer!
Interesting that your Inbox seems to be having the same issue. How did you notice that emails didn’t seem to be sending to customers? Were you doing some testing yourself or did you just happen to come across it?
I see in your post that you said you were in a chat with our Support Team regarding the issue. Were they able to advise on what may have been going on?
Thanks for chiming in and letting us know you're also having this issue. I have a couple questions I want to ask so we can get some information cleared up:
I'll keep my eyes out for your reply so we can determine the next steps to take to get this resolved.
Thanks for that quick reply, @fromjennifer!
I'm sorry to hear that the support team wasn't able to find quick solution for you here when it came to getting your Inbox emails sent where they needed to go. However, it's reassuring to know that the advisor you spoke to said they'd be passing things along to our technical team. Since you seemed really keen on trying Shopify Inbox, I want to suggest reaching out to the advisor you were speaking to, and ask them to provide you with any information the technical team may find while they investigate. There's a chance that they may find a solution that allows you to use Inbox as intended!
Did the advisor you were speaking with make any recommendations for other live chat applications that you could use in your store? There are several options in our App Store that could do for you what Inbox couldn't. I know that Tidio is a very popular third party option that many shops use so consider giving them a look.