Customer 360 inside the Inbox

Customer 360 is the side panel of the Inbox. When you open an email from a customer, it fills with everything Hivenue knows about that person from your Shopify store: orders, lifetime value, shipping status, even the sessions they browsed. Your team answers with full context and, when something needs fixing, fixes it from the same screen.

Before you start

To get the full panel, your workspace needs:

• A Shopify store connected as an Admin custom app with write scopes (refunds, tracking, discounts, customers). If a scope is missing, the panel shows a red banner telling you exactly what to add.
• Shopify webhooks, which are registered automatically when the store is installed. Hivenue keeps them fresh for you.
• A modern browser (Chrome 120+, Firefox 120+, Safari 17+). Timeline dates use your store's timezone.

What you see when you open a thread

Customer identity

Avatar, name, email and Shopify tags, plus a marketing consent badge (Yes, No or Pending), phone number and preferred language. A Refresh data action forces a re-sync against Shopify if something looks stale.

Lifetime stats

Four metrics computed from the customer's last 10 orders:

• Total number of orders
• LTV, the sum of all their orders
• AOV, the average order value, shown when both numbers are available
• First and last order dates

The main order

The most recent or most relevant order gets a highlighted card: product thumbnails, payment and fulfillment status badges, order total, shipping address, a tracking link when available, and a deep link to open the order in Shopify Admin.

Order history

Up to 9 more orders in an accordion. Click one to expand its line items. The panel keeps the 10 most recent orders; for anything older, the deep link takes you to Shopify Admin.

Attribution journey

A horizontal bar shows the channels that brought this customer in, for example Meta, TikTok and Email with their shares, followed by first touch, last touch and total tracked sessions. A "See full journey" link opens a drawer with the per-session detail.

Attribution data comes from Shopify's customer journey summary, which is available on Shopify Plus or through third-party analytics apps. On standard plans the panel says attribution data is not available instead of guessing.

Activity timeline

A vertical timeline grouped by day, mixing everything that happened with this customer:

• Order events: created, paid, cancelled, fulfilled
• Refunds, fulfillments and tracking updates
• Shopify transactional emails such as order and shipping confirmations
• Support emails in and out of the Inbox
• Pageviews, add-to-carts and checkouts, when the web pixel is installed

Quick filters narrow it to All, Orders, Emails or Pageviews. Clicking a row opens the resource in its own context: the order in Shopify Admin, the email thread in the Inbox, the tracking link in a new tab.

What you can do from the compose box

Above the reply editor there is a Shopify chip with three actions. You resolve the issue and write the answer in the same breath.

Issue a refund

Choose partial or full, enter the amount and a reason, optionally restock the items and let Shopify notify the customer. For partial refunds you can pick specific line items. On success, a confirmation snippet is dropped into your draft, ready to keep or delete.

Update tracking

Pick the carrier, enter the tracking number and an optional custom tracking URL, and optionally have Shopify send the "your order is on its way" email. A snippet with the carrier and number lands in your draft.

Create a discount code

Use an auto-generated code or type your own, set the percentage, choose whether it is single-use, optionally restrict it to this customer, and optionally set an expiry date. The code appears as a snippet in your draft so you can paste it into the reply.

Every one of these actions is written to an immutable audit log before it reaches Shopify, with who did it, what they sent and how Shopify responded. Only members of your workspace can see the log.

When live data cannot load

Customer 360 always tries to give you something useful:

State	Cause	What you see
No customer linked	The sender does not match any Shopify customer	A compact panel with a button to link the customer manually
Cached data	Shopify is rate-limited or unreachable	A yellow banner plus the data from the last received webhook
Error	Something unrecoverable, such as expired store credentials	A message with a link to the integration setup
Loading	The fetch is in flight	A skeleton shaped like the final layout, so nothing jumps

Good to know

• Lifetime stats are based on the last 10 orders, so for very long histories the numbers are a floor, not the full total.
• Pageview and add-to-cart events appear in the timeline only when the web pixel is installed as part of your store setup. That is the same first-party pixel behind Analytics.
• Transactional email detection currently parses Shopify's event messages in English, so stores running their Shopify admin in another language may see fewer of those entries.
• The panel shows the same data regardless of which customer segment or view you came from: segments filter lists, not this panel.