Store customer matches and orders
View store customer matches and their orders for the visitor you are assisting.
What it is
The CRM tab shows commerce customer information and store orders for the selected visitor. It uses identifiers already held for that visitor and eligible linked-contact details. When several distinct customers match, you can choose which customer's information to inspect.
Who uses it and why
Operators check customer context and order history while assisting a visitor. Supervisors with access to the visitor can inspect the same information when reviewing or helping with service.
Where to find it
Select a visitor and open CRM in the visitor details panel. The tab is available when customer or order operations are configured for that visitor. Use Refresh customer information to request current information again.
How it works
INSIDE starts with the visitor's primary email address, then eligible alternate email addresses on the linked contact. It removes invalid and duplicate addresses and considers at most five. When no eligible emails exist, it can use the visitor's available phone identifiers if the provider supports them.
Customer lookups run separately for each identifier. Duplicate customer matches are combined. If there is more than one distinct match, choose a Customer from the selector. Each customer's orders remain attached to that customer and the store that supplied it.
Depending on the provider, you can see contact details, customer duration, amount spent, order count and store administration links. Under Orders, inspect supplied order lines, fulfilment, tracking, refunds and returns. Information the store does not supply remains absent.
When order listing is configured without customer lookup, INSIDE can request orders using the visitor's own available identifiers directly.
Configure it
An administrator with Settings and relevant AI access, or Developer, configures the relevant customer and order operations in Settings › Commerce › Commerce Providers. Store permissions must allow those operations. Your operator account also needs access to the visitor's website and subsite.
Keep the visitor's email or mobile details accurate. Linked-contact email values qualify only when they belong to the contact as a whole or to the selected visitor.
Limits and good to know
- At most five matching identifiers are considered. The panel does not perform an unrestricted name search.
- The panel requests up to 20 orders for each matched customer. It is not a complete export of the customer's history.
- A failed lookup for one identifier does not discard successful matches for other identifiers.
- An order failure can leave customer details visible. Refresh to retry.
- Matching is for the operator's assistance. It does not authenticate the visitor or grant an AI assistant permission to disclose private records.
- Viewing an order does not send it to the visitor. Order sharing is a separate action with its own checks.
Depends on and works with
+3 more · this feature uses
- Order card configuration and accessEnhances
Deliberate order sharing applies recipient checks separately from viewing private panel records.
- Customer contact detailsEnhances
Eligible alternate email addresses on the linked contact add customer matching identifiers.
- Contact matchingEnhances
The visitor's linked contact supplies eligible identity information for panel matching.
View all connections as a list
This feature uses
- Website, channel and subsite accessConfigured by
Operators must have access to the visitor's website and subsite.
- Commerce provider setup and selectionRequires
The CRM panel needs an enabled provider with customer lookup or order listing available for the visitor.
- Shopify commerce connectionEnhances
Shopify can supply store customer records and orders.
- Salesforce B2C Commerce connectionEnhances
Salesforce B2C Commerce can supply records with private reads enabled.
- BigCommerce store connectionEnhances
BigCommerce can supply store customer records and orders.
- Custom commerce integrationsEnhances
A custom provider can implement the panel's required operations.
- Customer and order accessRelated
Operator customer matching does not grant the visitor verified access to private store records.
- Store order details and historyEnhances
Order list and lookup supply store history and detail.
- Order card configuration and accessEnhances
Deliberate order sharing applies recipient checks separately from viewing private panel records.
- Customer contact detailsEnhances
Eligible alternate email addresses on the linked contact add customer matching identifiers.
- Contact matchingEnhances
The visitor's linked contact supplies eligible identity information for panel matching.
Used by
- Visitor and conversation information panelsEnhances
Configured commerce operations add a CRM panel with matched store customers and orders.
- Order cards in visitor chatEnhances
Operators use the private commerce customer panel to assist with orders.
- Shopify commerce connectionEnhances
Supplies customer matching and order information in CRM.
- Salesforce B2C Commerce connectionEnhances
Optional private reads supply the CRM customer panel.
- BigCommerce store connectionEnhances
Supplies customer and order information in CRM.
- Custom commerce integrationsEnhances
Implemented customer lookup and order list operations can supply the CRM panel.
- Store order details and historyEnhances
The customer panel displays store customers and their orders to operators.
- Order card configuration and accessEnhances
Operators inspect customer orders before deliberately sharing a card.
FAQ and troubleshooting
Why is CRM missing for this visitor?
Check the provider's enabled customer and order operations, its subsite availability and your website/subsite access.
Why am I asked to add an email or mobile number?
There is no usable identifier for this lookup. Add accurate contact information to the visitor and refresh. Supported identifier types vary by provider.
Why does the Customer selector show several people?
Different eligible email addresses can match different store customers. Select the intended customer and check the displayed contact details before using their order information.
Why are the customer details visible but orders fail?
Customer and order operations have separate availability and permissions. Use Refresh customer information. If the failure continues, ask your Settings or Developer administrator to test the provider's order operations.
Does a match let the visitor access their order history?
No. Visitor access requires the separately configured verification process. The operator panel's matching does not establish ownership for disclosure.