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The details panel on the right of a conversation shows who the customer is, what they asked before, and the fields collected on this conversation and on the customer. This article covers the customer card, the Recent conversations timeline and how to correct a field value.

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The order of the panel

The panel reads in the order you look things up:
  1. The customer card.
  2. Currently viewing, while the shopper is on a product or collection page, and Cart, while their cart has items.
  3. Recent conversations.
  4. Orders, then Salesforce when it’s connected.
  5. Conversation and Fields.
  6. Aide and Activity.
Click a section’s heading to fold it. A section you fold stays folded on that browser.

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The customer card

The card shows the customer’s name and email address. When the customer matches a customer in your store, click the card to open their record there. It can also show:

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Recent conversations

Recent conversations lists the customer’s other conversations as a timeline, newest activity first.
  • Every channel at once. Conversations from the same email address show together, whether they came in by email, Aide Chat, Zendesk, Gorgias or Front. A customer with no email address on file shows the conversations from the channel they wrote on.
  • What each entry shows. The subject, how long ago it was last active, the channel, the status and the topic. The dot’s colour follows the status, so open conversations stand out from closed ones.
  • Open one. Click an entry to open that conversation. You stay in the inbox view you were working in.
  • Five at a time. The five most recent show first. Click Show more for the next five.
  • Kept current. When one of those conversations changes, for example a teammate closes it, the timeline updates on its own.
The timeline leaves out the conversation you’re reading, conversations in the trash, and preview chats started from the dashboard. For a first-time customer it reads “No other conversations with this customer.” Each conversation keeps its own photos and files. Open the entry to see them. See Photos and files in conversations.

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Fields on the conversation and the customer

Fields lists your custom fields. When you have both kinds, they sit under Conversation and Customer. A conversation field belongs to this conversation. A customer field shows the same value on every conversation with that customer. Beside a field’s name, an icon says where its value came from. Hover it to read “From the conversation”, “From your site”, “Customer answered”, “Set by a teammate” or “Corrected”. An asterisk marks a field that is required before closing.

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Correct a value

A value reads as plain text until you hover or click it. Then it edits in place:
  • Text, number or date: click the value, type, and press Enter or click away. Escape puts the saved value back. The x clears the field.
  • Single choice: pick from the list.
  • Multiple choice: click an option to add or remove it.
  • Yes / no: tick or untick the box.
When you replace a value Aide found, its source becomes “Corrected”. A value you set on an empty field reads “Set by a teammate”. When Aide reads a value out of a conversation, it only fills a field that is empty, so it doesn’t write over your correction. A procedure that sets the field can still change it. A customer field needs a customer on the conversation. Without one, Aide says “This customer has no contact record yet.” and doesn’t save the value. To create fields and choose how Aide fills them, see Custom fields on conversations and customers.