Context Panel

Overview

The Context Panel is a right-side drawer in the support inbox that gives agents an instant, in-depth view of the customer and their journey — all within the same screen as the active ticket. It’s purpose-built to accelerate resolution, improve personalisation, and enable assisted commerce, especially in a high-speed D2C support environment. Each time an agent clicks into a ticket, the Context Panel opens up, providing 5 structured sub-panels of information and actions, without requiring the agent to leave the ticket view.

What’s Inside the Context Panel?

The Context Panel is divided into five powerful sub-panels, each designed to help agents make faster, smarter decisions by offering all the relevant context about the customer and their ticket — without leaving the current screen. Each sub-panel is collapsible and independently scrollable, ensuring a seamless and focused experience even on smaller screens or high-ticket workloads.

👤 Profile Details

This section surfaces key information about the customer profile and provides contact-level controls, enabling agents to identify users quickly and take necessary actions.

Detailed Features:

• Customer Name: The full name of the user, fetched from Shopify or entered during past interactions.
• Channel Identifier: Dynamically shows the primary identifier depending on the channel the ticket originated from:
• WhatsApp → Shows phone number
• Email → Shows email address
• Instagram → Shows Instagram handle or user ID
• Tags:

Agents can apply contact-level tags from a pre-configured list, which helps in segmenting and managing user cohorts. These tags are not limited to the current ticket and apply to the customer across all future tickets.

1. Examples: VIP Customer, Abusive, Returns-Prone, Demo Booked, High LTV
• Block User:

A critical moderation tool, this action prevents the user from initiating any future ticket. Blocking is useful in cases of spam, abuse, or non-serious queries, and the blocked state is maintained across sessions and agents.

Why It Matters:

• Helps in customer profiling and segmentation
• Prevents repeat abuse or spam cases
• Enables more empathetic and personalized support by showing key identifiers and history

🎯 Ticket Attributes

This panel gives agents complete visibility and control over ticket ownership, status, and classification. It’s essential for effective ticket routing and accurate support analytics.

Detailed Features:

• Assignee Information:
• Displays who the ticket is currently assigned to: Unassigned, Assigned to Bot, or a specific Agent.
• Agents or Admins can reassign the ticket:
• From Bot → Agent (for bot handoffs)
• From Agent A → Agent B (for load balancing or escalation)
• Optionally, assign to self (helpful for solo workflows)
• Ticket Status:
• Shows the current status (Open, Pending, Resolved, Closed)
• Agents can update the status based on the ticket lifecycle or SOPs
• These updates reflect in real-time for other users accessing the same ticket
• Custom Ticket Fields:
• Dynamically configured by the admin for each brand
• Supports a wide variety of input types:
• Dropdowns (e.g., Issue Type)
• Text (e.g., Remarks)
• Fields are stored as part of the ticket’s metadata and reflected in analytics, exports, and filtering

Why It Matters:

• Enables precise routing and prioritization
• Helps enforce ticket-handling SLAs
• Captures structured, brand-specific ticket attributes that enhance analytics and reporting

🛍️ Assisted Sales

This sub-panel turns your support agents into sales enablers, allowing them to guide and complete purchases directly within the WhatsApp ticket. It’s deeply integrated with Shopify and designed for Assisted Commerce use-cases.

Detailed Features:

• Product Search:

1. Agents can search for products from the brand’s Shopify store using name, SKU, or category
2. Results show product image, title, price, and basic stock info
• Send Product to Chat:

1. Once selected, the product is rendered as a rich card inside the WhatsApp chat
2. Customers can click to view, engage, and confirm interest
• Cart Builder:

1. Agents can add one or more products to a virtual cart
2. Quantity and SKU-level selections supported
• Discount Application:

1. Agents can apply promo codes or manual discounts (percentage or fixed)
2. Discounted price reflected in the cart summary
• Billing and Checkout:

1. A "Send Bill" option generates a WhatsApp message with the complete cart and total amount
• Address Management:

1. Lists previous shipping addresses associated with the customer (pulled from Shopify)
2. Agents can also add a new address manually if needed
• Order Punching:

1. After confirmation, the agent can place the order on behalf of the customer
2. Order is created in Shopify and reflected in the Orders tab

Why It Matters:

• Converts support into a revenue channel
• Enables personalized commerce experiences
• Reduces checkout friction for high-intent users

📦 Orders

This panel centralises the customer’s purchase history, enabling support teams to answer order-related queries confidently and act on them without switching tools.

Detailed Features:

• Customer Summary:
• Total Orders: Number of past orders placed
• Total Purchase Value: Total lifetime value of the customer
• Wallet Balance: Remaining balance, if the brand supports wallet top-ups
• Order List: Each order displays:
• Order ID (with link to Shopify or internal view)
• Total Amount
• Order Status (Delivered, Cancelled, In Transit, etc.)
• List of Products and SKUs
• Quantities
• Order Tags (e.g., COD, Express, Returned)
• Phone Number used at checkout
• Shipping Address
• Cancel Order:
• Visible only if the order is in a cancellable state
• Cancellation syncs with Shopify instantly

Why It Matters:

• Allows agents to resolve post-purchase concerns efficiently
• Prevents escalations by offering quick order insights
• Powers proactive support

🕓 Ticket History

This sub-panel provides agents with a complete view of the customer’s past interactions with the brand, across all channels. It’s essential for continuity and personalized support.

Detailed Features:

• Search Bar:
• Allows searching by ticket ID
• Helpful when customers refer to older tickets in their messages
• Past Ticket List: Each ticket entry shows:
• Ticket ID (clickable – opens full ticket view in new tab or drawer)
• Channel the ticket came from (WhatsApp, Email, Instagram)
• Current Status (Open, Resolved, etc.)
• Timeline Snapshot:
• Ticket Created Date
• When agent chat was triggered (in bot-to-agent handoff flow)
• Last Updated Date

Why It Matters:

• Enables agents to handle repeat issues with full historical context
• Prevents asking customers to repeat information
• Aids in conflict resolution by referencing older cases quickly

Benefits of the Context Panel

• Reduced Resolution Time: Agents have immediate access to relevant data.
• Higher CSAT & NPS: Personalized, informed replies based on full context.
• Increased Revenue: Assisted Sales enables commerce from support.
• Consistency Across Agents: New agents can take over seamlessly with full visibility.