The panel on the right shows you who you’re talking to and, when the contact matches a Shopify customer, it also displays their complete purchase history. This allows you to respond with context without leaving the chat. The panel can be shown or hidden using the panel icon in the top bar.
At the top, you’ll see the customer’s name (which can be edited using the pencil icon), their labels, and the button. Below, under Customer Details, you’ll find their contact information:
- Phone: the customer’s phone number, with a from note indicating the channel it came from.
- Email: the customer’s email address, or the Add email option to link one.
- Channel: the channel they are messaging from (WhatsApp, Instagram, or Facebook).
- Notes: internal team notes that are only visible to agents.
Labels are color-coded tags used to organize and filter customers. By default, labels you add or remove are synced as customer tags in Shopify. You can disable this synchronization under the Labels section by selecting Do not sync labels to Shopify customers.
If the customer matches a customer profile created in Shopify, the match is made using their phone number or email address. If the customer does not have an email address, add one using Add an email address to link this customer and see their orders to unlock their purchase history. When a match is found, the customer’s previous orders are listed below, each showing its date, amount, and items.
When a match is found, the panel also displays:
- Default Address: the registered shipping address.
- Marketing: the customer’s consent status (for example, Email subscribed / SMS not subscribed).
- Recent Orders: the total amount spent in Shopify and the number of orders.
- Most Recent Order: order number, payment and fulfillment status (Paid, Fulfilled), delivery method, and source.
- Order Items: the products included in the order, along with their price and quantity.
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