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Conversation details

What is conversation details?

Conversation details is the right-side panel in Inbox that gives you a full picture of who you're talking to.

You can see what's in their cart, their profile, browsing history, past conversations, and more. All while you're in the middle of a chat.

In conversation details, you can check customer details:

• Assignee
• Tags
• Participants
• Shopping cart
• Recent orders
• Customer profile (email, phone, etc.)
• Browsed pages
• Custom attributes
• Related conversation
• Customer behavior
• Note
• Checklist
• Satisfaction survey
• AI conversation summary

How does this help?

When you're handling a live conversation, switching between tabs to look up customer information slows you down. Conversation details put everything in one place so you can:

• See what a customer has in their cart and help them complete a purchase
• Understand who you're talking to: guest, returning customer, or anonymous visitor
• Review past conversations from the same customer without leaving the current chat
• Track follow-up tasks and notes for each conversation
• Check customer satisfaction ratings after a conversation ends

How conversation details work

Assignee

Assignee shows who owns this conversation. Click it to pick a team member, hand it to AI Agent, or set it back to Unassigned.

Members who have been deactivated show as Inactive, and members removed from the store show as Deleted user, so you can spot a conversation that needs a new owner.

Tags

Tags label a conversation so you can find it later. Type in the tag box to search existing tags or create a new one, then click a tag to remove it.

Tags are what custom filters are built on, so tag consistently if you want saved filters to work.

Participants

Participants are the extra email addresses that receive this conversation, on top of the main customer. The main address is marked Default.

To remove one, click the delete icon next to it and confirm. Messages stop going to that address.

Shopping cart

Shopping cart shows the items the customer has added to their cart. This helps you understand what they are interested in and support them faster during the chat.

If the customer has not added anything yet, the shopping cart shows "No items added to cart yet".

Recent orders

Recent orders lists what this customer has bought. Click an order to open its details without leaving the chat. If a new order comes in while you are talking, a banner tells you so.

If you connect the 17Track integration, a 17Track section appears underneath with the shipping status and tracking number for those orders, so you can answer "where is my parcel" straight away.

Browsed pages

You can check a customer's browsing history in the browsed pages.

Customer profile

To each type of customer, you get access to different information. There are 3 types of customers: guest, customer, and anonymous user.

Guest

Guests are visitors who have not been linked to a customer profile. You can see some basic information in Profile, depending on what the visitor shares during the chat: Email, Phone, and Name.

You can convert a guest to a customer by adding contact information right inside the Inbox. This helps you identify the person and keep their chat history under one customer.

In Edit contact information, enter the customer’s First name and Last name (optional).

Enter the customer’s Email.

Enter the Phone number and select the country code (optional).

Click Save.

Expected result: The Profile updates, and the conversation is linked to a customer (you will see customer information in Profile).

Note: If the visitor logged in with an email account, the chat form will suggest or auto-fill their email address. In this case, you can see the guest’s email in Profile even before converting them to a customer.

Customer

This customer already purchased from your store. All information in Shopify Customer will be synced to the profile: Name, Email, Phone, Location, Tag

This information will also be shown under the customer name.

Anonymous user

With an anonymous user, you can still add them as a new customer by clicking the pencil icon to add a customer.

Custom attributes

Custom attributes let you add your own extra information for each conversation to manage chats and prepare for easier filtering and reporting later.

• Name: what the info is about
• Value: the detail you want to save

Example:

• Name: Order type → Value: Preorder
• Name: Priority → Value: High
• Name: Issue → Value: Deliver delay

Add an attribute

In Conversation attributes, click Add.

Enter the attribute Name.

Enter the attribute Value.

Click save.

Delete an attribute

Find the attribute you want to remove.

Click Delete (X icon).

Search by attribute value

You can search the Inbox by an attribute value saved on a conversation. This pulls up every chat with that value, without a manual filter.

1. Go to Inbox.

2. Click the search bar above the conversation list. It reads Search by name, email, phone, or order...

3. Type an attribute value, for example Preorder.

   

Expected result: The conversation list updates to show only conversations that carry that attribute value.

Related conversations

Related conversations let you see other conversations from the same customer while you are replying, so you can support faster without leaving the current chat.

What do you see in related conversations?

• Customer name
• The 5 most recent conversations are by default
• Conversation status
• Assignee

How does Chatty choose related conversations?

Chatty finds the related conversation based on who the person is and the same visit.

Customer type	How Chatty matches
Customers (logged-in customers)	Same customer profile, including reset conversations and converted leads
Lead (guest)	Same email, same phone number, or same active session
Anonymous user	Same session only

If you don’t see any related conversations, this means there are no conversations that match the same customer (email/phone/profile) or the same session.

Customer behavior

In the chat zone, you can check customer behavior in real-time, like add to cart or place an order.

List of customer behavior:

• Start a chat
• Add products to empty cart (show with product details)
• Add products to existing cart (show with product details)
• Remove products from cart (show with product details)
• Place an order

Note

You can leave a note for each customer for further information. A note will go together with the created time. You can edit or delete a note.

Checklist

A checklist helps you keep track of follow-up tasks for each conversation, so nothing is missed during support or handover.

Add a task

In Checklist, click Add task.

Type your task

Example: “Check with the internal team and respond within 1 hour”.

Press Enter to save.

Edit a task

In Checklist, find the task you want to update.

Click the Edit icon (pencil).

Update the task text.

Press Enter to save.

Delete a task

In Checklist, find the task you want to remove.

Click the Delete icon (trash).

Satisfaction survey

The satisfaction survey shows the customer’s rating for this conversation after the chat ends. This helps you understand how satisfied the customer is and track service quality over time.

What you can see

• Rating status (rated/not rated yet)
• Rating result when the customer submits a rating.

AI conversation summary

Once you resolve a conversation, Chatty writes a short summary of what happened, along with the outcome and the products that were discussed. It saves you reading the whole thread when the customer comes back.

If there is no summary yet, click Generate now. If a summary looks wrong, click the refresh icon to write it again. Admins also see a delete icon to remove the summary.