The Shopify integration enables ecommerce teams to clearly identify chats that result in direct sales. With the Sold section for AI agent and the Sale filter for archived chats, you can easily track conversations where an order was placed during an active chat with your AI agent.
These features enhance sales chat visibility, facilitate better post-chat analysis, and enable teams to convert chat insights into more conversions, making sales management more efficient and effective for ecommerce teams.
AI agent Sold section
The Sold section for your AI agent helps your team track chats that directly resulted in a sale. By highlighting chats where an order was placed during an active conversation, teams can better understand what drives conversions and improve sales outcomes.
If you don’t see the Sold section in Inbox > AI agent, make sure your ecommerce integration is correctly configured. For Shopify stores, see how to connect the website widget.
The Sold section for your AI agent shows:
Closed chats handled by the AI agent where at least one order was placed (1) during an active chat.
The Last order label (2) in the right-hand panel, which lets agents view a customer’s most recent order details, including order status, total value, and fulfillment, without leaving Text App.
The Total orders metric (3), which shows the number of orders placed since the website widget was added to your Shopify store. This metric appears alongside the Chats, Tickets, and Visits metrics in the right-hand panel.
A View order (4) link in the chat feed that opens the full order details in Shopify.
This makes it easy to evaluate your AI agent’s performance in driving direct sales.
For now, chats that indirectly influence a sale after the chat ends are not included in Inbox > AI agent > Sold section. This differs from the AI agent sales report, which applies a 30-day attribution window after chat closure. As a result, the numbers shown in the Sold section and the report may not fully align.
There is also a discrepancy between the two views due to differences in how chat sales are counted. The Sold section includes both AI agent–only conversations and chats that were later escalated to a human agent, whereas the AI agent sales report includes only AI agent–only conversations.
Going forward, we will align the logic so that both the Sold section and the AI agent sales report include only chats handled exclusively by the AI agent, with no transfer to a human agent.
Viewing Shopify order details with the Last order label
Clicking the Last order label opens a preview with key order information, helping agents respond faster to questions about recent purchases, shipping, or returns.
The order preview includes:
Order number, with payment and fulfillment status (1) shown at the top
Total order value and creation date for quick context
A Notes section where agents can add internal, order-related notes
Shipment status (2), showing whether items are fulfilled or still in progress
Product details (3), including item names, quantities, and prices
Sale filter for archived chats
You can apply the Sale filter in archived chats to show:
Chats where at least one order was placed during an active chat
This allows teams to quickly review successful sales conversations and identify winning patterns.
The Sale filter and Sold section are visible only when the required ecommerce integrations are installed. For Shopify stores, see how to connect the website widget.
Read more
Once your website widget is connected via Shopify, agents can see the Last order label in the right-hand side panel across multiple views, including Inbox (Chats, Archive, and Tickets) and Customers (Real-time view and Contacts). This makes it easy to access a customer’s most recent order details while working in any conversation.
Learn more about viewing Shopify order details with the Last order label and how it helps agents respond faster with the right order context.
Go to the Shopify: Customers’ last orders in chats and tickets article for more information.
Questions?
If you have any questions about this article, feel free to start a chat with one of our Support Heroes. They are available 24/7 and always ready to provide additional information on adjusting your Text App license.