Customers

Browse Customer 360 profiles, timelines, tags, bookings, and WhatsApp create flow.

Overview

Sales → Customers (/en/store/customers) lists people who ordered, booked, or registered with your store. Opening a customer shows Customer 360 — one scrollable profile instead of a tab maze.

People who message you on Instagram or Messenger are added to the list with their first message, named from their Meta profile (an Instagram user with only a username shows as @username); a name you typed yourself is never overwritten. Their chat is linked to the customer, so it shows under Channels, and the AI credits of that chat count for the customer. A phone number or email they share in the chat does not merge them into another existing customer. Blocked and spam chats never create a customer.

Customer 360

On a customer detail page you get:

Header — Name, phone, email (placeholder @orderinchat.com emails show an update warning), channels (WhatsApp / Instagram / Facebook / Web), status badges (blocked, human mode, VIP, and similar)
Snapshot — Last order, open cart, recent Flow submit and Channels: every channel the customer talks to you on (WhatsApp, Messenger, Instagram, web chat) or can be reached on (phone, email). Each tile is a link — the order, the cart's detail or the Flow response opens in a new tab, a channel opens its chat in the right Inbox tab; tiles with no record are not links
AI brief — Short summary you can refresh from the latest customer activity
Open in Inbox — Opens the customer's most recent conversation in the right Inbox tab (WhatsApp, Messenger, Instagram or Web); the icons next to it open the customer's other chats. With no chat yet but a known WhatsApp number it starts a new WhatsApp message. All of these are normal links, so middle-click / Cmd-click opens a new tab. More (⋯) holds Download data, Block number and Delete customer data, each with a one-line note on what it does
Timeline — Chronological messages, orders, payments, flows, handoffs, and booking events
Handoff trail — Who asked for a human, who took over, return to AI; a support ticket opens its ticket (number shown) in a new tab, and a chat handoff opens the chat when the customer has one chat on that channel
Tags — Presets such as VIP, abandoned cart, repeat, blocked, plus manual tags
Bookings — Upcoming and past appointments (including cancelled / no-show)
More — Addresses, marketing prefs, and notes in a collapsible section

AI memory

When a chat with a customer has been quiet for 30 minutes, the AI writes a short summary of what it learned — preferences, sizes, open issues, promises still pending — and uses it quietly in that customer's later chats. It never stores payment details, passwords, codes, or sensitive personal traits.

Who: WhatsApp customers and customers signed in on your website (Instagram and Messenger have no verified identity, so no memory there)
Where: the AI memory card in Customer 360 shows the current summary and when it was updated; Delete memory makes the AI forget it
On / off: Assistant → AI Models → Customer memory (on by default)
Cost: each summary uses a small amount of AI credits

Customer score and AI credits

Under the AI brief, Customer 360 shows two cards:

Customer score — a 0–100 score from the last AI analysis, with four parts: Purchase value (orders and spend), Engagement (how recent and frequent the contact is), Buying intent (open cart, upcoming booking, recent product views, price or stock questions) and Risk (complaints, open tickets, cancellations, low call ratings — higher risk lowers the score). One sentence explains the main reason, and the card shows the date of the last analysis. The score uses only the data in the profile; nothing is guessed.
Analyze (or Refresh AI brief) — writes the AI brief and the score in the same AI call and saves both with the customer. Each analysis uses a small amount of AI credits; with no credits left it does not run.
AI credits spent on this customer — the total credits the store's AI used for this customer, split into chats (WhatsApp, Instagram, Messenger, web), calls, AI assistants (ChatGPT, Claude), AI memory and AI analysis, with the US dollar equivalent. Calls and AI assistant shopping are counted from the start; chats, AI memory and analyses are counted from 16 October 2026, when this tracking began.

The same person can end up as two customers — for example signed up with an email, later wrote on WhatsApp from a phone number. Customers can also be related: family or friends, colleagues at the same company, or one brought the other (referral).

Suggestions — Customer 360 shows a Related customers card. It suggests matches by fixed rules (no AI, no credits): same email, same phone number in another format, an email given on a call that belongs to another record, same full name with the same address or browser, the same address with different names (family), a company email domain (personal mailboxes such as Gmail are ignored) and store points sent to each other. Nothing changes until your team decides.
Merge (owners and admins) — confirms same person. You choose the main record; the other one is listed under it and hidden from the customer list. Nothing is deleted or overwritten, and Unmerge brings it back at any time. In the panel the main record shows the orders, chats, carts and bookings of both, and a coupon limited to N uses per customer counts both records as one person.
Link — records a relation: Family / friend, Same company or Referral (who referred whom). Not the same / Dismiss removes a suggestion for good.
Suggestions button on the customer list — every open suggestion of the store; Find matches checks all customers.
AI and the store site — the store site keeps showing each record on its own (orders, addresses, account). The AI that talks to the customer (chat and calls) also sees a short, confidential summary of confirmed related customers — relation, name, channel, latest orders, open cart or booking, AI memory and score — for its own reasoning only: it never tells the customer anything about another customer (not even that the record exists), also not about a merged same-person record, and passes such requests to your team. AI surfaces for your team — the panel assistant and the Customer 360 AI brief — can show related customers to you. Referrals have no reward yet.

Search and list

Search by name, phone, or email
Open any row to load Customer 360
Continue on WhatsApp from Inbox when a thread exists

Create a customer (WhatsApp)

Use Create a customer when you need a profile from a WhatsApp number:

Enter the number with country code (for example +12025550100)
Optional first / last name
OrderInChat registers WhatsApp-channel contact and a placeholder email {digits}@orderinchat.com (not a real mailbox) so email-required forms still work
Update the real email later on the profile when you have it

You can also ask the panel AI to create a shareable cart for that customer (https://oic.to/cd/…).

Support procedures link

Returns, shipping delays, cancellations, and live-support handoffs follow rules under Assistant → Procedures. Tasks created from those flows attach to the same customer and appear in Tasks / Inbox.

Customer data requests (export / delete)

When a customer asks for their data or asks you to delete it (GDPR, UK GDPR, KVKK, US state privacy laws), open the customer in Customer 360 (More ⋯):

Download data — a JSON file with the profile, addresses, orders, bookings, conversation records, reviews, points and form responses. Send it to the customer.
Delete customer data (owners and admins) — removes or anonymises name, contact details, addresses, chat history, reviews and sign-in data. Orders, bookings and invoices stay for legal and tax records. Cannot be undone.

Customers with a store account can also download and delete their own data from Account settings on your storefront.

Assistant — Instructions, knowledge, procedures, voice, channels
Inbox — Live conversation and human mode
Sales → Tasks — Staff follow-up from AI procedures