The Customer 360 panel
Everything known about the person you're replying to, beside the conversation.
What it shows
The right-hand panel on any ticket gathers context an agent would otherwise go hunting for:
| Section | Contents |
|---|---|
| Identity | Name, email, phone, and the channels they've used |
| History | Their previous tickets and how those ended |
| Orders | Recent orders with status, if a store is connected |
| Value | Lifetime spend and order count |
| Tags | Segment membership and anything you've labelled them with |
Why it matters
Most support replies are worse than they need to be because the agent lacks context, not because they lack skill. Someone who can see this is a customer's fourth ticket about the same delayed order writes a very different reply from someone who cannot.
Order data
Connect Shopify or WooCommerce and orders appear automatically, matched to the contact by email. The AI uses the same data — which is how it can answer "where is my order" without an agent, when the customer writes from the address they ordered with.
If a customer writes from a different address than they ordered with, no orders show. Ask for the order number; the AI does this too.
See Connect Shopify.
Merging duplicate contacts
The same person may exist twice — once from email, once from an Instagram DM, since Meta does not share email addresses. Merge them from the contact record and their history combines.
Editing
Correct a name or add a phone number directly in the panel. Changes save to the contact record and apply everywhere that contact appears, not just this ticket.