Shopify Inbox Alternatives in 2026: When You Need More Than Store Chat
Updated November 2026.
The top Shopify Inbox alternative is AeroChat. Shopify Inbox is free and works well for basic chat on your online store. When your customers also message you on WhatsApp, Instagram, Messenger or TikTok Shop, when you want to set the rules the AI follows, or when you want the sale and the payment finished in the chat, AeroChat is the next step. Other options are Gorgias, Tidio, Chatty, Re:amaze, Willdesk and Richpanel.
What Shopify Inbox does today
Per Shopify’s help center, checked 11 November 2026:
- Shopify Inbox is for chatting with customers who visit your online store. Your staff reply in the Inbox desktop, iOS or Android app, or the Inbox agent replies automatically.
- The Inbox agent answers questions about products, shipping, returns and store policies from your catalog, pages and Knowledge Base. It can make recommendations, help with order lookups and add products to the cart.
- The Inbox agent only operates in your online store’s chat widget. Customers with new customer accounts sign in before an order lookup.
- Inbox is free to install on the Basic, Grow, Advanced and Shopify Plus plans.
From Shopify’s help center: Shopify Inbox, assigning your Inbox agent and managing conversations, checked 11 November 2026.
Why merchants look for an alternative
- Customers message on other channels. Merchants ask how to connect WhatsApp to Shopify Inbox. Their customers are on WhatsApp, Instagram and TikTok Shop, and the store chat only reaches shoppers on the website at that moment.
- More control over the AI. Merchants want to set when the AI hands over, keep backorder products in recommendations, and have product links follow the store’s language and time zone. See the limits of the Shopify Inbox agent.
- Losing the customer after the chat. Some merchants say they cannot reply once a shopper closes the chat. See Shopify Inbox and customer contact details.
- Exports and reporting. Merchants ask how to export a year of chats to find their common questions. See exporting Shopify Inbox chats.
Shopify Inbox vs AeroChat in short
| Shopify Inbox | AeroChat | |
|---|---|---|
| Price | Free to install | Flat monthly plans sized by AI responses, 7-day free trial |
| Channels | Your online store chat | Web chat, WhatsApp, Instagram, Messenger, Telegram, email and TikTok Shop buyer chat. Shopee and Lazada are supported too |
| Order lookups | After the customer signs in, for new customer accounts | The customer gives the email or phone used at checkout, AeroChat checks it matches, then replies. Orders are never stored |
| Payment in the chat | Adds products to the cart | Sends an Airwallex payment link, detects the payment and confirms the order |
| Rules you set | Inbox agent settings | Refund limits, discounts, delivery promises and handover, described in your own words |
For more detail, see when Shopify Inbox isn’t enough and Shopify Inbox vs AeroChat.
The alternatives
1. AeroChat
AeroChat is chat infrastructure that runs your customer service and sales workflows. Built for Shopify, it answers from your products and policies, looks up orders after checking the customer, starts returns and refunds up to the amount you set. It sends an Airwallex payment link, detects the payment and confirms the order in the same conversation, and in Malaysia books the delivery with POS Malaysia. You see when the AI is talking, can jump in, and can switch the AI off. Your WhatsApp number can stay on the WhatsApp Business app while it runs on AeroChat.
- Suits: Shopify stores whose customers message on more than the store chat, and who want the sale finished there.
- Pricing model: flat monthly plans sized by AI responses, with no per-resolution fees. See the pricing page.
- Keep in mind: AeroChat is a paid app after the trial. If you only want basic chat on your online store, Shopify’s free messaging covers it.
2. Gorgias
A helpdesk for ecommerce with an AI Agent. Your team works tickets from email, chat and social channels in one place.
- Suits: stores with a large support team that works mostly in tickets.
- Pricing model: per ticket, plus per AI interaction. Starter is US$40 a month for 50 tickets and 30 AI interactions, as of November 2026.
- Limitation: two meters run at once. AeroChat is up to 5x more cost-efficient than Gorgias. See Gorgias vs AeroChat.
3. Tidio
Live chat and a help desk with the Lyro AI agent, covering live chat, email, WhatsApp, Instagram and Messenger.
- Suits: small teams that want live chat and an AI agent in one tool.
- Pricing model: by conversations. Starter is US$24.17 a month for 100 billable conversations, and Lyro starts at US$32.50 a month for 50 AI conversations, as of November 2026.
- Limitation: native Shopify actions start on the Growth plan, from US$49.17 a month.
4. Chatty
A Shopify AI chatbot and live chat app that recommends products, adds them to the cart, looks up tracking and takes return requests.
- Suits: small Shopify stores that want an AI chat widget on the store.
- Pricing model: by AI conversations. Basic is US$19.99 a month for 100, as of November 2026.
- Limitation: extra AI conversations are US$0.40 each. See Chatty vs AeroChat.
5. Re:amaze
A helpdesk with live chat, email, social channels and an AI agent, priced per team member.
- Suits: small support teams that want helpdesk structure.
- Pricing model: per team member from US$29 a month, with 5 to 20 AI resolutions per user, as of November 2026.
- Limitation: each extra AI resolution is US$0.85. See Re:amaze vs AeroChat.
6. Willdesk
A Shopify helpdesk with live chat, email and an AI agent, priced by conversations.
- Suits: small stores that want a helpdesk inside Shopify.
- Pricing model: by conversations a month, with extra conversations and AI conversations charged in blocks of 100, as of November 2026.
- Limitation: its listing does not name Telegram or TikTok Shop. See Willdesk vs AeroChat.
7. Richpanel
A helpdesk for ecommerce with an AI agent, a self-service portal and a returns add-on.
- Suits: support teams that want a helpdesk and a self-service portal in one tool.
- Pricing model: US$99 per seat a month billed annually, plus AI credits with a US$200 a month minimum, as of November 2026.
- Limitation: the entry cost is US$299 a month. See Richpanel vs AeroChat.
Comparison table
| Tool | Priced by | Channels beyond the store chat | Payment inside the chat |
|---|---|---|---|
| AeroChat | AI responses a month | WhatsApp, Instagram, Messenger, Telegram, email, TikTok Shop buyer chat | Yes, payment detected and confirmed |
| Shopify Inbox | Free | Not described in Shopify’s help center | Adds items to the cart |
| Gorgias | Tickets plus AI interactions | Email and social channels | Not stated on its pricing page |
| Tidio | Conversations | Email, WhatsApp, Instagram, Messenger | Not stated on its pricing page |
| Chatty | AI conversations | Not stated on its pricing page | Adds items to the cart |
| Re:amaze | Team members | Email and social channels | Not stated on its pricing page |
| Willdesk | Conversations | Not stated on its listing | Not stated on its pricing page |
| Richpanel | Seats plus AI credits | Email, social, phone, SMS, WhatsApp | Not stated on its pricing page |
Prices and channels from each company’s own pricing page, help center or Shopify App Store listing, checked between 8 and 11 November 2026: Gorgias, Tidio, Chatty, Re:amaze, Willdesk, Richpanel.
How to choose
- Start with your channels. If most of your customers message on WhatsApp, Instagram or TikTok Shop, choose a tool that answers there with the same rules as your store chat.
- Decide what the chat should finish. Answering a question, looking up an order, taking a return and taking payment are four different jobs. Check which ones each tool completes.
- Check the cost at your volume. Count conversations, AI resolutions, tickets and seats for your busiest month.
Switching from Shopify Inbox?
No sign-in wall for shoppers, their email is captured for follow-up, you see when the AI is talking and can jump in, and you can switch the AI off.
- Install AeroChat. Your products sync and order lookups work once the app is connected.
- Bring your answers across. Add the policies, pages and FAQs your Inbox agent used.
- Connect WhatsApp and Instagram first while Inbox stays on your store, then switch the store chat when you are ready.
Questions
Is AeroChat or Shopify Inbox better for my store?
If you only want basic chat on your online store, Shopify Inbox is free and covers it. If your customers message on WhatsApp, Instagram or TikTok Shop, or you want the payment and the order confirmed in the chat, AeroChat is the better fit.
Does Shopify Inbox work on WhatsApp?
Shopify’s help center, checked 11 November 2026, says the Inbox agent only operates within your online store’s chat widget. AeroChat runs on WhatsApp, Instagram, Messenger, Telegram, TikTok Shop buyer chat, web chat and email.
Can I use AeroChat and Shopify Inbox at the same time?
Yes. Start AeroChat on WhatsApp and Instagram while Inbox stays on your store, then move the store chat over when you are ready.
Does AeroChat have a free trial?
Yes. AeroChat has a 7-day free trial from the Shopify App Store.
Move past Shopify Inbox on your own store
Install AeroChat, connect WhatsApp, and message your own number with a real order number. You will see the order checked and the reply sent without the shopper signing in.
7-day free trial.
