Give your agents instant order context right where conversations happen.
The Last order label shows each customer’s most recent Shopify order, helping agents understand the situation and respond faster, especially in async conversations.
What is the Last order label
The Last order label displays a customer’s most recent Shopify order. With one click, agents can preview key order details without leaving the conversation.
Use the Last order label as your first stop when a customer asks about shipping, returns, or order status.
This means fewer manual lookups and faster, more confident replies. It helps agents respond more quickly without switching to Shopify, immediately understand what the customer is referring to, and stay productive in async conversations that span hours or days.
Order information can also be shown even when the customer hasn’t provided an email address.
Availability
The Last order label is available for licenses with ecommerce integrations, currently supporting Shopify.
Make sure your website widget is connected through Shopify to use this feature.
Where to find and use the Last order label
Agents can see the Last order label in the right-hand side panel in the following views:
When a customer completes a purchase, agents can easily spot this in the chat list via the cart icon (1), which highlights shopping activity at a glance.
Once an order is placed, the order confirmation appears directly in the chat. Agents can click View order (2) to open the full order details in Shopify, or click the Last order (3) label in the right-hand side panel to view details of the customer’s most recent order without leaving the conversation.
The Total orders metric shows the number of orders placed since our website widget was added to your Shopify store and appears alongside the Chats, Tickets, and Visits metrics in the right-hand side panel.
After clicking the Last order label, agents see a detailed view of the customer’s most recent Shopify order, including:
Order number with payment and fulfillment status (1) shown at the top
Total order value and creation date for quick context
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
See all available Shopify order statutes.
All order details are shown in a single panel within the workspace, allowing agents to quickly understand the situation and respond without leaving the conversation, spending less time searching and more time helping customers when it matters most.
View cart details and cart value
Whenever a customer adds an item to their cart, agents can see this update directly in the active chat.
This visibility helps agents support customers through checkout, address concerns in real time, and ensure a smoother purchasing experience. Agents can click View cart to open the cart details and view the current Cart value in the right-hand side panel.
Read more
Once your website widget is connected via Shopify, you can gain deeper insight into how your AI agent drives sales. Learn more about the Sold section and the Sale filter for archived chats to see which AI-handled conversations resulted in an order and better understand your AI agent’s impact on conversions.
Go to the Shopify: AI agent Sold section and Sale filter for archived chats 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.