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The customer panel is the right-hand panel of a conversation. It shows who you’re talking to and lets you keep their details and notes in one place. Toggle it with Show Profile / Hide Profile in the conversation’s action bar. The panel is organized into sections: Customer panel showing Basic Profile, Preferences, Tickets History, and Notes sections

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Basic Profile

The customer’s core details, which you can edit and save:
  • First Name
  • Last Name
  • Customer ID — the customer’s phone number (or @username for WhatsApp contacts who hide their phone).
  • Email
Edit any field and save your changes. If you enter a value starting with + in Customer ID, it’s validated as a phone number.

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Notes

Notes is a shared free-text field for anything your team should know about this customer. Type your note and save it.
Notes are a single shared field on the customer’s profile — they’re visible to everyone on your team who opens this customer, not private to you. There’s no separate list of individual notes; you’re editing one shared note.

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Tickets History

A read-only list of the customer’s past tickets. Each entry shows the ticket number, date, status, topic, who it was assigned to, and its AI summary. Click an entry to jump to where that ticket started in the conversation.

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Shopify Profile

If the customer is connected to a Shopify channel, this section shows their Shopify details — Name, Email, ID, Last Order, Total Spent, and Total Orders. You can also use Update Shopify Profile to search Shopify (by ID, last order number, or email) and link the right customer record.

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Preferences

This section is reserved for future use — it currently shows No preferences for now.
Applying tags, assigning an agent, and toggling automations are done from the conversation’s action bar, not this panel. See Working a conversation and Managing tickets.
For example, tags are applied from a popover in the action bar, where you can add, create, and manage them: Tags popover in the conversation action bar with an applied tag, Add Tag, and Manage Tags