Customer Info Panel
The Customer Info Panel is the right sidebar in your Fyncall Inbox. It appears alongside every conversation and gives you everything you need to understand who you are talking to — their contact details, order history, active tickets, conversation activity, internal notes, and direct access to the AI Copilot. No tab-switching, no searching, no guesswork.
Panel Overview
The panel is organized into five tabs along the top. Each tab focuses on a different aspect of the customer relationship.
| Tab | What It Shows |
|---|---|
| Info | Contact details, connected channels, labels, stats, order history, shared media, abandoned carts |
| Tickets | All support tickets associated with this customer |
| Activity | Timeline of events for the current conversation |
| Notes | Internal notes visible only to your team |
| Copilot | AI assistant for drafting replies, summarizing, and looking up information |
Info Tab
The Info tab is your primary source of customer context. It is divided into several sections, each giving you a different lens on the customer.
Contact Details
At the top of the Info tab, you will see the customer's profile:
- Name — The customer's full name (editable)
- Email address — Their primary email
- Phone number — Their phone number (often from WhatsApp)
- Location — City and country, if available from their profile or IP
You can click the edit icon next to the contact details to update any field directly. Changes are saved immediately.
Keeping contact details up to date helps the AI Copilot give more accurate answers and helps your team personalize conversations.
Platform Channels
Below the contact details, you will see every channel through which this customer has contacted you:
| Channel | What You'll See |
|---|---|
| Phone number linked to their WhatsApp account | |
| Email address(es) they have used | |
| Instagram username | |
| Web Widget | Session linked indicator |
This section shows you at a glance which channels a customer uses. If a customer contacted you on WhatsApp yesterday and email today, both identities are linked to the same customer profile.
Fyncall automatically links customer identities across channels when it detects matching information (such as the same email or phone number). You can also manually link identities if they were not auto-detected.
Notes Section
The Info tab includes a quick notes area where you can add short notes about the customer. These notes are attached to the customer profile and persist across all conversations.
- Scroll to the Notes section in the Info tab
- Click Add Note
- Type your note (for example: "Prefers email communication" or "VIP — always prioritize")
- Click Save
Notes are visible to your entire team. Anyone who opens this customer's conversation will see the notes you have left.
Labels and Tags
Labels help you categorize and segment customers. You can assign one or more labels to any customer.
- Click Add Label to assign an existing label or create a new one
- Click the x on a label to remove it
- Labels appear as colored badges on the customer profile
Common label examples: VIP, Returning Customer, Wholesale, At Risk, Newsletter Subscriber
Use labels to build saved filters in the inbox sidebar. For example, create a filter that shows only conversations with VIP customers so your team can prioritize them.
Customer Stats
The stats section gives you a quick quantitative overview of the customer's relationship with your business:
| Stat | What It Tells You |
|---|---|
| Total Conversations | How many times this customer has contacted you across all channels |
| Total Orders | Lifetime order count (from your connected store) |
| Total Spent | Lifetime revenue from this customer |
| Average Order Value | Their average spend per order |
These numbers update in real time as new orders and conversations come in.
Order History
The order history section shows every order this customer has placed, pulled directly from your connected Shopify store.
- Search — Use the search bar to find a specific order by order number, product name, or status
- Order cards — Each order shows the order number, total amount, date, and current fulfillment status (Unfulfilled, Shipped, Delivered, etc.)
- Order details — Click any order to expand it and see line items, tracking information, payment status, and shipping address
When a customer asks "Where is my order?", check the order history panel before replying. You can see the tracking status instantly and give an accurate answer without leaving the conversation.
Shared Media Gallery
The shared media section collects every image, video, and file exchanged in conversations with this customer. This is useful when you need to reference a photo the customer sent previously — such as a product defect image or a screenshot of an error.
- Images display as thumbnails you can click to enlarge
- Files show as downloadable links with the file name and size
- Media is organized chronologically, newest first
Abandoned Carts
If the customer has items sitting in an abandoned cart on your Shopify store, you will see them listed here. Each entry shows:
- Product name and variant
- Quantity
- Cart total
- When the cart was last updated
Abandoned cart data gives your team a conversation starter. If a customer reaches out, you can proactively ask if they need help completing their purchase.
Tickets Tab
The Tickets tab shows every support ticket associated with this customer, regardless of which conversation created it.
Each ticket card displays:
- Ticket number and title
- Status — Open, Pending, In Progress, Waiting on Customer, Resolved, Closed
- Priority — Low, Medium, High, Urgent
- Assigned agent — Who is currently responsible
- Created date and last updated
Click any ticket to open it in the ticket detail view. You can also create a new ticket from this tab by clicking Create Ticket.
Before responding to a customer, check the Tickets tab to see if there is already an open ticket for their issue. This avoids creating duplicate tickets and ensures continuity.
Activity Tab
The Activity tab shows a chronological timeline of events for the current conversation. It gives you a clear picture of how the conversation has been handled — who picked it up, when, and what actions were taken.
Event Types
| Event | What It Means |
|---|---|
| Conversation created | The conversation was started (customer sent their first message) |
| AI responded | The AI agent sent a reply automatically |
| Escalated | The AI flagged the conversation for human attention |
| Assigned to [agent] | The conversation was assigned to a specific team member |
| Taken over by [agent] | An agent claimed the conversation from AI or another agent |
| Released to AI | An agent handed the conversation back to the AI agent |
| Snoozed | An agent snoozed the conversation for later follow-up |
| Unsnoozed | A snoozed conversation became active again |
| Resolved | The conversation was marked as resolved |
| Reopened | A resolved conversation was reopened (customer sent a new message) |
The activity timeline helps you understand the full lifecycle of a conversation at a glance — especially useful when picking up a conversation that has been handled by multiple agents or passed between AI and human.
Notes Tab
The Notes tab is your team's private space for conversation-specific internal notes. Unlike the notes on the Info tab (which are attached to the customer profile), these notes are tied to the specific conversation you are viewing.
Adding a Note
- Click the Notes tab in the right panel
- Click Add Note or start typing in the note input
- Write your internal note
- Click Save
When to Use Conversation Notes
- Handoff context — If you are passing the conversation to a colleague, leave a note explaining where things stand
- Internal decisions — Record why a particular decision was made (such as why a refund was approved)
- Follow-up reminders — Note what needs to happen next, even if you are not the one who will do it
- Customer preferences — Note any preferences the customer mentioned during this specific interaction
Conversation notes are visible to all agents on your team, but they are never visible to the customer. Do not use them for external communication.
Copilot Tab
The Copilot tab gives you direct access to the AI Copilot from the right panel. It is covered in full detail in the dedicated AI Copilot documentation page, but here is a quick summary of what you can do:
- Summarize the conversation in seconds
- Draft a reply in the tone you choose
- Look up orders for the customer
- Search your knowledge base for answers
- Analyze sentiment to understand how the customer feels
- Get next-step suggestions when you are unsure what to do
A common workflow: open the Info tab to review the customer's profile and orders, switch to the Copilot tab to get a conversation summary and draft a reply, then send the reply from the compose area. The tabs work together to give you speed and context.
Collapsing and Expanding the Panel
The Customer Info Panel is visible by default on desktop. If you need more space for the conversation:
- Click the collapse icon on the panel header to hide it
- Click the info icon in the conversation header to bring it back
On smaller screens, the panel opens as an overlay and can be dismissed by clicking outside it or pressing Escape.
Best Practices
- Check the Info tab first — Before replying to any conversation, glance at the customer's profile, order history, and labels. Context leads to better answers.
- Use labels consistently — Agree on a set of labels with your team and use them uniformly. This makes saved filters and reporting much more valuable.
- Leave notes on complex conversations — If a conversation involves multiple agents or spans several days, notes prevent important context from being lost.
- Review the Activity tab for handoffs — When you are picking up a conversation from another agent, the activity timeline tells you exactly what has happened so far.
- Keep the Copilot handy — The Copilot tab is fastest way to get caught up on a long conversation. Start with Summarize, then decide your next move.
What's Next?
- AI Copilot — Deep dive into every Copilot action and how to use them effectively
- Email Conversations — Learn about composing, threading, and managing email in the inbox
- Managing Conversations — Assign, snooze, resolve, and organize conversations