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.
Sold section for AI agent
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, 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 during an active chat
This also 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.
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.
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