The Customers page in your Rep AI Console gives you a single, searchable list of every shopper Rep AI has identified in your store — and a full profile for each one. Open a customer and you see who they are, what they've bought, what they've asked your AI, whether they're subscribed to your emails, what support tickets they've opened, and how your AI reads them — all on one screen, without opening Shopify, your helpdesk, and your email platform in separate tabs.
Where to find it
In the left-hand menu of your Console, click Customers — it sits just below Conversations.
You'll land on the customer directory. Every plan includes the Customers page; there's no upgrade or setting to switch on.
Browsing your customer directory
The directory lists your shoppers newest-first, so the people who were in your store most recently are at the top. You'll see Sorted by: Last seen above the list.
Each row shows:
| Column | What it tells you |
|---|---|
| Customer | The shopper's name, with their initials as an avatar |
| The email address their profile is built around | |
| Last seen | How recently they interacted — "2 hours ago", "3 days ago" |
| Orders | How many orders they've placed |
| Total spend | Their lifetime spend, in your store's currency |
| Tags | Quick labels like VIP, High spend, Repeat buyer, New, Subscriber |
The list shows eight customers at a time, with Showing 1–8 of 603 customers style paging at the bottom so you always know where you are.
Finding a specific shopper
Use the Search box to look someone up by name or email. Results narrow as you type.
Three filters sit beside the search box:
- Tags — All tags, VIP, High spend, Repeat buyer, New, or Subscriber.
- Last seen — Any time, Last 24 hours, Last 7 days, Last 30 days, or Last 90 days.
- More filters — All customers, Has orders, or No orders.
Filters and searches are kept in the page address, so you can bookmark a view you check often or share it with a teammate, and your browser's Back button returns you to exactly the list you were looking at.
If nothing matches, you'll see No customers match "…" with a suggestion to adjust your search, plus a Clear search or Clear filters button to get back to the full list in one click.
Opening a customer profile
There are three ways in:
- From the directory — click any row.
- From a conversation — on the Conversations page, a shopper's email appears as a clickable pill in both the conversation list and the conversation detail. Click it to jump straight to that shopper's profile.
- From a transcript — email addresses that appear inside a chat transcript are links too. Click one to jump to that shopper's profile.
Profiles are built around a shopper's email address, so a shopper who chatted without ever giving you their email doesn't have one. In that case the Conversations page shows a quiet No profile label instead of a clickable email — that's expected, not an error.
What's on a customer profile
The header
At the top you get the shopper's name, email, phone (when you have it), their tags, and a line reading Customer since March 2026 · Last seen 2 hours ago.
On the right, you'll find buttons to jump to the shopper's record in the systems you already use: Open in Shopify, and Open in Gorgias / Zendesk / Freshdesk / Kustomer / Richpanel / Help Scout / Rep Inbox — whichever helpdesk you have connected. The helpdesk link opens that shopper's own ticket, not your helpdesk's home page.
Below the header, six cards make up the profile.
1. Identity & lifecycle
Full name, email, phone, first seen, last seen, source, and customer ID, plus the shopper's tags. This is the "who is this person" card.
2. Orders & revenue
Their Total spend, number of Orders, and Avg. order value, followed by their most recent orders with a status badge on each (Fulfilled, Refunded, and so on). An Open in Shopify link takes you to the full order history.
Shoppers who haven't bought yet show No orders yet.
3. Subscriptions & loyalty
Two tiles side by side:
- Subscription — their subscription status and next shipment date, from Recharge.
- Loyalty — their points balance, VIP tier, and rewards redeemed, from Yotpo Loyalty, Smile.io, or Okendo Loyalty.
4. Support & marketing engagement
Two more tiles:
- Support — how many tickets this shopper has opened, how many are still open (or all resolved), the status of their most recent ticket, and a link straight into it.
- Marketing engagement — whether they're Subscribed or Unsubscribed. With Klaviyo connected, you'll also see their recent open and click activity and the last campaign that reached them; other platforms show subscription status. The tile names the channel when your platform reaches this shopper on only one — you'll see SMS marketing for an Attentive or Postscript shopper rather than a misleading "Email".
This card reads from whichever marketing platform you've connected: Klaviyo, Yotpo SMS & Email, Attentive, Omnisend, Postscript, Mailchimp, or Listrak.
5. Conversations with Rep AI
Every chat this shopper has had with your AI, with the date and channel for each one. Click a row to open the full transcript. If there are more than fit on the card, View all 24 conversations opens the Conversations page filtered to this shopper across all time.
6. AI customer memory
Your AI's own read on this shopper, in plain language — for example: "Mosh from Haifa, Israel visited the homepage on desktop but did not browse products or add anything; session was exploratory."
Underneath, you get Last detected intent (such as Product discovery or Support follow-up) and a Sentiment reading with a confidence score. This is the part no CRM can give you: what the shopper actually said they wanted, and how they sounded saying it.
What you need connected
Every card fills in from an app you've connected in Settings → Integrations. Cards you don't have a source for say so plainly, and the rest of the profile works normally.
| Card | Comes from |
|---|---|
| Identity & lifecycle | Rep AI + Shopify |
| Orders & revenue | Shopify |
| Subscriptions | Recharge |
| Loyalty | Yotpo Loyalty, Smile.io, or Okendo Loyalty |
| Support | Gorgias, Zendesk, Rep Inbox, Richpanel, Freshdesk, Kustomer, or Help Scout |
| Marketing engagement | Klaviyo, Yotpo SMS & Email, Attentive, Omnisend, Postscript, Mailchimp, or Listrak |
| Conversations with Rep AI | Rep AI — always available |
| AI customer memory | Rep AI — always available |
If you have more than one app in the same category connected, the profile reads from one of them for that card.
Reading the card labels
Each card tells you exactly what it's showing:
- No helpdesk or marketing app connected / Shopify isn't connected — you haven't connected an app that can fill this card. A Go to Integrations link takes you where you can.
- Connected, but needs attention — the app is connected, but the connection is missing something it needs (a subdomain or a token, for example). Reconnecting it in Settings fixes this.
- No orders yet / No tickets yet / No conversations yet / Not enough signals yet — everything is connected and working; this shopper simply has no activity of that kind.
- Couldn't load this section — a temporary hiccup reaching that app. Click Retry on that card. Only that card reloads; the rest of the profile stays exactly as it is.
The Support & marketing engagement and Subscriptions & loyalty cards hold two tiles each, and each tile shows its own state. It's perfectly normal to see live ticket counts beside a marketing tile that's still loading.
Keeping the data current
Profiles open fast because Rep AI reuses what it just fetched for a few minutes. When a card is showing recently-fetched data you'll see a quiet Updated 4m ago next to its title.
Need the very latest? Click Retry on that card and it re-reads from the source right away.
Understanding the tags
Tags come from the order history Rep AI already keeps for each shopper — there's no scoring or setup for you to configure:
- New — recently identified, little or no order history yet.
- Repeat buyer — has ordered more than once.
- High spend — near the top of your store by lifetime spend.
- VIP — your highest-value shoppers.
- Subscriber — has an active subscription.
You can filter the whole directory by any of these from the Tags dropdown.
Privacy and access
- You only ever see your own store's customers. Requests for another store's customer data are refused outright.
- Customer profiles contain personal information — emails, phone numbers, addresses. Access follows the same Console team-access rules as the rest of your account, so manage it under Settings → Team access.
- Shopper details are never stored in your browser between sessions.
Frequently asked questions
Why isn't a shopper I recognize in the list?
Profiles are built around email addresses. A shopper who chatted or browsed without giving you an email won't appear.
A shopper has two email addresses. Will I see two profiles?
Yes. Each email is its own profile. Every chat and order tied to the same email rolls up into one profile.
Can I edit a customer's details or take action from this screen?
Not from here. The Customers page is for understanding a shopper. Use the Open in Shopify and helpdesk links to act in the system that owns the record.
One card keeps showing an error.
Click Retry on it first — most are momentary. If it persists, check that the integration is still connected and authorized in Settings → Integrations.
Can I export the list?
Not currently. Search and filters are the way to narrow the directory to the shoppers you need.
Where to go next
- Understanding the Conversations Page in Rep AI — the full transcript view each conversation row opens.
- Power Up Your AI Assistant with Rep AI Integrations — connecting the apps that fill in each profile card.
- Managing Team Access in Your Rep AI Account — controlling who on your team can see customer details.