Customers

How to manage your customers who have conversations

Who can use this feature?

• This feature is available for some specific users

Customer type

In your inbox, you can check each customer and their conversations in the left panel of inbox.

There're 3 types of customers in the list.

Types	Definition	How it displays
Guest (lead)	Who visits your website and haven't made an order yet	Customer icon + email
Customer	Who made an order on your store	Name in icon + customer name
Anonymous user	Who chats on your store by clicking "Chat with us as anonymous"	Anonymous icon + random name

This is how customer profile displays in inbox list

Why can't guest automatically convert to customer?

Chatty doesn't automatically convert guest to customer to maintain data accuracy and protect your customers' experience:

• Prevents duplicate or inaccurate customer profiles: Automatic conversion could create multiple profiles for the same customer or generate profiles with incomplete information.

• Protects customer login access: Creating customer accounts without verification could prevent customers from accessing their actual accounts later.

What you can do instead:

1. Review guest information manually before creating customer profiles

2. Create customer profiles with validated information

Manage customers

Block customers

You can block a customer so that you do not get any messages from that customer.

In their conversation, in the right panel, click Block user and confirm.

Customers who get blocked won't be notified that they're block. They can still message you in the chatbox, but they cannot receive replies.

Delete customers

You can delete customers in Contacts, where you can manage customer information.

Contacts