Commerce

What connecting a store gives you

Commerce connects your online store to Lynomia Chat so that the agent reading a message can see what the person is writing about. The store stays the system of record. Lynomia Chat keeps no copy of your orders: it asks the store, shows the answer, and remembers nothing beyond a short cache. What it adds | Where | What appears | |---|---| | A conversation | A Commerce section: the store customer this contact was matched to, and that customer's latest orders with status, payment, items and totals | | Across stores | An Overview tab adding up every connected store's view of the same person — see customer 360 | | The conversation | Find an order, which looks up an order by the number the customer quotes | | Contact filters | Commerce conditions — linked store, platform, visible orders, visible spend per currency, last purchase, order, payment and shipment status — usable in a shared audience | | Automation rules | Triggers for an order being created, updated, paid, shipped, delivered, cancelled or refunded | | Flow Builder | A lookup step that answers a customer asking about their own latest order, or an order they quote by number | | A WooCommerce conversation | A short menu of order actions, once an administrator turns them on — see connect WooCommerce | What appears depends on the platform. The differences are real and large, so they live in one place: what each platform supports. Everything is read when it is needed There is no order table in Lynomia Chat and no scheduled import. A store is read when an agent opens the conversation, when the store sends a webhook saying a customer changed, and when someone presses Refresh. An answer is reused for 120 seconds. If the store cannot be reached, the last answer is shown for up to 24 hours, labelled with the time it was fetched, rather than passed off as current. Three consequences are worth knowing before you plan around it. - Figures are visible, not lifetime. Each store returns its latest 5 orders for that customer. Spend is the total of the paid orders among those, per currency, never converted. It is not the customer's lifetime value. - A webhook carries no data. It tells Lynomia Chat that one customer's orders changed; the orders are then read from the store. The webhook body itself is discarded. - A contact nobody has opened yet is unknown, not zero. Order conditions in filters read what was last read. When to use it - Agents need to answer "where is my order" without a second browser tab. - You want to message a group defined by what they bought, with a shared audience. - You want an automation rule to react to an order being paid, shipped or refunded. When not to use it - For reporting. There is no commerce report. Nothing here totals revenue, orders per day or per agent. - For lifetime value. See the explanation in customer 360. - For abandoned-cart recovery. It is not available on any platform. See what each platform supports. - For bulk work on orders. Actions are one order at a time, from one conversation, confirmed by a person. What you need first - A plan that includes Commerce. Without it the section and the settings page do not appear. - Administrator access to connect a store. - Your platform offered on your installation. The platform picker shows the ones that are not as Not available yet; that is set by whoever runs your installation, not in your account. Steps 1. Settings → Commerce → Add store. 2. Choose your platform. Each connects differently: a key for WooCommerce, an app installation for Salla, Zid and Shopify. 3. Open a conversation from a customer of that store. The Commerce section matches them and reads their orders. Who can do what | Action | Who | |---|---| | Connect, rename, disable, disconnect a store | administrator | | See the Commerce section, search an order, link or unlink a customer | any agent who can see the conversation | | Change an order's status, resend a store email | administrator, or an agent whose custom role includes order management | | Cancel or refund an order | administrator only | Limits - One store belongs to one Lynomia Chat account. A store already connected elsewhere is refused. - Your plan sets how many stores you may connect. A disconnected store stops counting. - Store credentials are encrypted and never shown again, not even to the administrator who entered them. - Matching is exact: a normalized email address, or a phone number in international form. Names are never matched or searched. - Disconnecting deletes the store's credentials and every customer link it held. Contacts, conversations and the store itself are untouched. Related - What each platform supports - Customer 360 - Shared audiences - Automation rules If it does not work I do not see Commerce anywhere. Your plan does not include it, or no store is connected yet. The platform I use is marked "Not available yet". It is switched off on your installation. Ask whoever runs it; there is no setting for this in your account. The section says the store needs re-authorization. The store refused the credentials. An administrator reconnects it, or replaces its keys, in Settings → Commerce.

What each platform supports

The four platforms are not equivalent. Each store API offers a different set of facts and allows a different set of changes, and Lynomia Chat implements only what a platform documents and confirms. This article is the reference the setup guides link back to. Read it before you promise anything to your team. Reading Every platform gives you the same shape: the store customer a contact was matched to, and that customer's latest 5 orders, newest first, with status, payment status, items and totals. | | WooCommerce | Salla | Zid | Shopify | |---|---|---|---|---| | Orders beside the conversation | yes | yes | yes | yes | | Matched by the conversation's verified phone | yes | yes | yes | yes | | Matched by email | yes | yes | yes | yes | | Guest checkouts (no store account) | yes, by email or phone | no | no | yes, by email only | | Shipments and tracking numbers | no | yes | yes, one per order | yes | | Can show shipped | no | yes | yes | yes | | Can show delivered | no | yes | yes | yes | | Can show paid, so counts towards spend | yes | no | yes | yes | | Link to the order in the store admin | yes | yes | no | yes | | Find an order by its number | yes | no | yes | yes | | Live updates when an order changes | yes, with a Read/Write key | yes | yes | yes | Three rows deserve a sentence each. WooCommerce has no shipments. WooCommerce core has no shipment or tracking field, so Lynomia Chat shows none, and a WooCommerce order is never shipped or delivered. Tracking plugins are not read. Salla never reports an order as paid. A Salla order states only that it is awaiting payment, or says nothing about payment at all. Lynomia Chat will not infer payment from an order being completed, so for a contact whose only store is Salla the Spend figure stays empty. Everything else about a Salla order is shown. Salla cannot be searched by order number. Salla offers no lookup for the reference number it prints on an order, and Lynomia Chat does not scan a store's orders. Find an order reports a Salla store as not searchable and still searches the others. Changing an order Order actions are the only writes Lynomia Chat makes to a store. Every one is read-again-then-confirm: the order is re-read from the store, you see what will happen, and you confirm. | Action | WooCommerce | Salla | Zid | Shopify | |---|---|---|---|---| | Change status | processing → completed or on hold; on hold → processing | none | shipped, then delivered | no | | Cancel order | unpaid orders (pending, on hold) | none | no | unpaid, unfulfilled orders | | Refund, full or partial | yes, up to what is still refundable | none | no | yes, up to what Shopify says is refundable | | Resend order details | yes | none | no | no | | Resend payment link | yes | none | no | no | | Change shipping or address | no | no | no | no | - Salla has no order actions at all. None are implemented and none are planned. - Zid can only change status, and only two steps of its own flow: an order Zid has ready becomes shipped, and an order in delivery becomes delivered. There is no cancel and no refund — a Zid refund is a reverse order, which is a different thing Lynomia Chat does not create. - Shopify has no order status to set, so there is nothing to change; and resending an invoice or a payment link is not supported. - A WooCommerce refund goes through the order's payment gateway when that gateway supports refunds. When it does not, the store records a refund and no money moves. The confirmation text states which of the two happens. Not in production on any platform Two things exist in the product and are switched off everywhere. They are held in code, so no setting turns them on. | | Status | |---|---| | Order actions on Salla, Zid and Shopify | Held until each platform's writes are verified on a live store. Only WooCommerce order actions can be used. | | Abandoned carts and recovery messages | Held on Salla, Zid and Shopify; WooCommerce has no merchant-wide abandoned-cart API at all. In practice: there is no abandoned-cart feature. | There is also no abandoned-cart campaign and no recurring campaign — see WhatsApp campaigns for the two types that exist. Which platforms you can connect at all Reading is always available for WooCommerce. Salla, Zid and Shopify each need the matching app configured on your installation, and each is switched on there, not in your account. The platform picker marks the rest as Not available yet. Shopify has one extra condition: Protected Customer Data. Until Shopify approves the Lynomia Chat Commerce app to read a store's customer emails and phone numbers, customers cannot be matched and the section says so. Per-platform limits worth planning around | Platform | Limit | |---|---| | WooCommerce | Order search works because WooCommerce numbers orders by their internal id. A plugin that renumbers orders breaks it. A Read key gives you orders but no live updates and no order actions. | | Salla | Salla limits requests per store. While it is limiting, the section serves its last answer, marked with its time. | | Zid | The order number shown is Zid's own order id. Marketplace orders carry no customer, so they never match anyone. Zid allows 60 requests a minute per store. | | Shopify | Without extended order access, Shopify returns only the last 60 days of orders. Shopify also sends no customer name. | Related - What connecting a store gives you - Connect WooCommerce · Salla · Zid · Shopify - Customer 360

Connect WooCommerce

WooCommerce connects with a REST API key you create in your own WordPress admin. There is no app to install and nothing to approve. The key decides what Lynomia Chat may do for the whole life of the connection, so the first screen asks you to choose before it asks for anything else. Read or Read/Write | | Read | Read/Write | |---|---|---| | Agents see each customer's orders | yes | yes | | Live updates when an order changes | no | yes | | Order actions, once you turn them on | no | yes | Live updates work because Lynomia Chat creates three webhooks in your store, and WooCommerce only accepts webhook changes from a key with write permission. With a Read key nothing is created and the store still works: orders are read when an agent opens the conversation or presses Refresh. Read/Write is the recommended choice. It does not hand agents the power to change orders: order actions are off for the store until an administrator turns them on, and refunds and cancellations stay with administrators even then. What you need first - Administrator access in Lynomia Chat, and a plan that includes Commerce. - WooCommerce REST API v3 reachable at your store address. This is WooCommerce's own built-in API; no plugin is required. - The store on https, on its domain name, on the standard port. An IP address, a custom port or an address on a private network is refused. If your address redirects somewhere else, enter the address it ends at. - A WordPress administrator to own the key. Steps 1. Settings → Commerce → Add store → WooCommerce. 2. Choose Read or Read/Write. The steps below change to match. 3. In WordPress, open WooCommerce → Settings → Advanced → REST API and click Add key. 4. Choose an administrator as the user, and set Permissions to the one Lynomia Chat named in step 2. 5. Generate the key. WordPress shows the consumer key and consumer secret once. 6. Paste both into Lynomia Chat, give the store a display name if you want one, and choose Test and connect. Lynomia Chat calls the store before saving anything. It confirms the API answers as WooCommerce v3, that it can list orders and that it can list customers. Keys that fail are not stored, so a store never exists in a state where its credentials do not work. A worked example You run one store and want agents to see orders and live updates. 1. Choose Read/Write and create a Read/Write key owned by your WordPress administrator account. 2. Connect. The store appears as Active, with Live order updates on beneath it. 3. Leave order actions off for a week while agents get used to the section. 4. When you are ready: Turn on order actions on the store, and give the agents who should change statuses a custom role that includes order management. Refunds and cancellations remain yours. Who can do this Connecting, replacing keys, disabling, turning order actions on and disconnecting are administrator actions, all recorded in the audit log. Any agent who can see a conversation sees the Commerce section. Limits - No shipments. WooCommerce core stores no shipment or tracking data, so Lynomia Chat shows none, and a WooCommerce order never reads as shipped or delivered. Tracking plugins are not read. - Order search works by order id. WooCommerce numbers orders by their internal id, which is what the lookup uses. If a plugin renumbers your orders, those orders are not found by number. - Order actions are a short list: processing → completed or on hold, on hold → processing, cancel an unpaid order, refund in full or in part, resend the order details email, resend the payment link. There is no way to change shipping or an address, and no status beyond that allow-list — never trash, never a plugin's own status. - A refund may or may not move money. If the order's gateway supports refunds, the money goes back to the customer. If it does not, the store records the refund and nothing is sent. The confirmation step says which. - Keys are encrypted and never shown again. To change them use Replace keys, which tests the new pair first. - The three webhooks Lynomia Chat creates are named Lynomia Commerce, and disconnecting removes them. A Read key cannot, so WooCommerce disables them itself after five refused deliveries. - Abandoned carts are not available: WooCommerce has no merchant-wide abandoned-cart API. Related - What each platform supports - What connecting a store gives you - Customer 360 If it does not work "The store is not reachable right now." The address is wrong, the site is down, or something in front of WordPress is blocking the request. Open the address in a browser: it should load over https without redirecting. The connection fails and mentions the WooCommerce API. The REST API did not answer as WooCommerce v3. A security plugin blocking /wp-json, or WooCommerce being inactive, are the usual causes. "The store rejected the credentials." The key was revoked or mistyped. Create a new key and use Replace keys. It says live order updates are off and the key is read-only. You created a Read key. Create a Read/Write key and replace it; the webhooks are created on the next successful save. The same key is what Turn on order actions needs. An agent cannot see Cancel or Refund. Those are administrator-only, and no custom role grants them.

Connect Salla

Salla connects through an app you install from the Salla App Store. You never copy a token: Salla hands the access to Lynomia Chat's backend directly. What you do copy, once, is a short connection code that tells Salla which Lynomia Chat account the store belongs to. The connection is read-only, permanently. Lynomia Chat reads customers, orders and shipments from Salla and changes nothing. No order action exists for Salla, and none is planned. What you need first - Administrator access in Lynomia Chat, and a plan that includes Commerce. - Salla offered on your installation. If the picker marks it Not available yet, the app is not configured there; that is not something you can change in your account. - Access to your Salla dashboard with permission to install apps. Steps 1. Settings → Commerce → Add store → Salla. 2. Create connection code. A 16-character code appears in groups of four. It is shown once, works once, and expires after an hour. Creating a new code cancels the previous one. 3. Install the app in Salla — the dialog links straight to it. 4. In your Salla dashboard, open the Lynomia Chat app's settings, paste the code and save. 5. Watch the dialog. It moves through Waiting for the code from Salla → Code received → Your Salla store is connected. Case, spaces and dashes in the code do not matter. Nothing is stored until Salla confirms the installation with a signed event, so a Salla store never exists in Lynomia Chat with access that does not work. A worked example You have two Salla stores and want both. 1. Create a code, install the app on the first store, paste the code. The store appears as Active. 2. Create a second code for the second store. The first code is already spent, and in any case each code works once. 3. Install the app on the second store and paste the new code. Both stores now appear in the Commerce section of a conversation, and a customer who bought from both is shown once, with each store's orders under its own tab. See customer 360. Who can do this Creating a code, disabling and disconnecting are administrator actions, recorded in the audit log. Any agent who can see a conversation sees the Salla orders in it. Limits These are the ones that change how you work, not edge cases. - A Salla order never reads as paid. Salla states only that an order is awaiting payment, or says nothing about payment. Lynomia Chat will not guess from an order being completed. So for a contact whose only store is Salla, Spend stays empty, and the Payment line reads Payment not confirmed. Status, items, totals and shipments are all shown normally. - No order actions at all. No status change, no cancel, no refund, no resending an invoice or a payment link. The order actions menu does not appear for a Salla order. - Find an order does not work on Salla. Salla offers no lookup for the reference number printed on an order, and Lynomia Chat will not scan a store's orders. A Salla store is reported as not searchable and the other stores are still searched. - Guest checkouts are not matched. Lynomia Chat matches Salla customers, so an order placed without a Salla customer account cannot be linked to a contact. - Shipments are shown, with the courier, the status and a tracking link when Salla marks the shipment trackable. - Abandoned carts are not available. The feature is switched off for Salla and cannot be turned on. - Salla limits how often its API may be called per store. While it is limiting, the section shows the last answer it got, labelled with the time, instead of an error. - Only the latest 5 orders per customer are shown, so every figure is visible, not lifetime. Related - What each platform supports - What connecting a store gives you - Customer 360 If it does not work The dialog stays on "Waiting for the code from Salla". The code has not reached Lynomia Chat. Confirm you pasted it into the Lynomia Chat app's own settings in your Salla dashboard and saved that screen. "This code expired." Codes last an hour. Create a new one and paste it again. "This Salla store is connected to another account." One store belongs to one Lynomia Chat account. Disconnect it in the other account first. "Your plan's store limit is reached." The installation went through but the store was not connected. Disconnect a store or change plan, then create a new code. The store says it needs re-authorization. Salla needs to authorize the app again. Update or reinstall the Lynomia Chat app from your Salla dashboard; the store reconnects by itself, with no new code. It says Salla is turned off on this installation. The store is kept but not read until Salla is switched back on there.

Connect Zid

Zid connects by authorizing the Lynomia Chat app on your store. You sign in to Zid, approve the app, and come back. No token is typed anywhere and none passes through your browser. While you authorize, Lynomia Chat also subscribes to three Zid events — an order created, its status changed, its payment status changed — so the Commerce section updates on its own when something moves. Those events carry no order data: they say which customer changed, and the orders are then read from Zid. What you need first - Administrator access in Lynomia Chat, and a plan that includes Commerce. - Zid offered on your installation. If the picker marks it Not available yet, the app is not configured there. - A Zid account that can approve an app for the store. Steps 1. Settings → Commerce → Add store → Zid. 2. Connect with Zid. Zid opens in the same browser. 3. Sign in and approve the Lynomia Chat app for the store. 4. You come back to Settings → Commerce with the store listed as Active. Finish the authorization in the browser you started it in. Lynomia Chat ties the return to that browser, so a link opened elsewhere will not complete it. A worked example A customer writes "where is order 48213?". 1. The agent opens the conversation. The contact's WhatsApp number matched a Zid customer, so the Commerce section already lists that customer's recent orders. 2. Order 48213 is not among the five shown, so the agent uses Find an order and types the number. 3. The order comes back with its status, its payment status and its shipment, and the agent can open the tracking link or press Send tracking to put the tracking details in the reply box for review. Note what the number is: in Lynomia Chat, a Zid order's number is Zid's order id. That is what the panel shows and what the search expects. Who can do this Connecting, reconnecting, disabling and disconnecting are administrator actions, recorded in the audit log. Any agent who can see a conversation sees the Zid orders in it. Limits - Order actions are not available. Lynomia Chat implements two Zid status steps — an order Zid has ready becomes shipped, and an order in delivery becomes delivered — but they are held until Zid's writes are verified on a live store, and no setting turns them on. There is no cancel and no refund for Zid at all: a Zid refund is a reverse order, which Lynomia Chat does not create. - Marketplace orders never match a contact. A Zid marketplace order carries no customer, so there is nobody to link it to. - Masked values never match. Where Zid hides a name, email or phone behind asterisks, that value is not treated as an identifier, so it cannot match or be linked. - Guest checkouts are not matched. Zid customers are matched; an order with no Zid customer cannot be linked. - No link to the order in the Zid admin. Zid documents no admin URL for an order, so there is no View order link. The order number and a copy button are there instead. - One shipment per order, taken from the order's shipping method, with its tracking number and link when Zid provides them. - Payment is shown only when Zid states it: paid, unpaid or refunded. Anything else, Zid's voided included, reads as Payment not confirmed. - Zid allows 60 requests a minute per store. While it is limiting, the section shows its last answer, labelled with the time. - Order dates are read in the time zone on your Zid store profile. - Abandoned carts are not available. The feature is switched off for Zid and cannot be turned on. - Only the latest 5 orders per customer are shown, so every figure is visible, not lifetime. Related - What each platform supports - What connecting a store gives you - Customer 360 If it does not work Zid sent me back without connecting. The authorization was started in one browser and finished in another, or it took too long. Start again from Connect with Zid in the same browser. "This store is already connected." One store belongs to one Lynomia Chat account. Disconnect it in the other account first. The store says it needs re-authorization. Zid stopped accepting the stored access. Use Reconnect on the store and approve the app again. A customer I know buys from us is not matched. Match is exact, on a normalized email address or a phone number in international form, and names are never used. Marketplace and masked orders cannot match at all. An agent can search by email or phone in the section and link the right customer by hand. Disconnecting. It removes Lynomia Chat's access, the three event subscriptions and every customer link for that store. Nothing in Zid changes, and you can connect it again later.

Connect Shopify

Shopify connects by authorizing the Lynomia Chat Commerce app on your store. You enter the store's myshopify.com domain, approve the app in Shopify, and come back. No token is typed anywhere. This is Lynomia Chat's only Shopify integration. If you connected a store here before, nothing changes. What you need first - Administrator access in Lynomia Chat, and a plan that includes Commerce. - Shopify offered on your installation. If the picker marks it Not available yet, the app is not configured there. - The store's myshopify.com domain, which is in Shopify admin under Settings → Domains. Your custom shop domain is not accepted; the myshopify one is the store's identity. - Shopify's Protected Customer Data approval for the Lynomia Chat Commerce app. Shopify treats a customer's email and phone number as protected, and those two fields are what matching needs. Until Shopify approves it, the store connects but the section reports that customers cannot be matched. Steps 1. Settings → Commerce → Add store → Shopify. 2. Enter the store domain, for example your-store.myshopify.com. 3. Connect with Shopify. Shopify opens in the same browser. 4. Sign in and approve the Lynomia Chat Commerce app. It asks to read customers and orders, and nothing else. 5. You come back with the store listed as Active. Finish in the browser you started in: Lynomia Chat ties the return to that browser. A worked example A customer writes about order 1042. 1. The agent opens the conversation. The contact's email matched a Shopify customer, so the section lists that customer's recent orders. 2. Order 1042 is older than the five shown. The agent uses Find an order and types 1042 — the number as Shopify prints it, without the #. 3. The order comes back with its fulfillment status, its payment status and its tracking number, and View order opens it in Shopify admin. If order 1042 were from last year, it would not be found. See the order window below. Who can do this Connecting, reconnecting, disabling and disconnecting are administrator actions, recorded in the audit log. Any agent who can see a conversation sees the Shopify orders in it. Limits - Only the last 60 days of orders. The app asks for ordinary order access, and Shopify limits that to the last 60 days. An older order does not appear in the list and is not found by number. - Order actions are not available. Lynomia Chat implements two Shopify writes — cancelling an unpaid, unfulfilled order and creating a refund — but they are held until they are verified on a live store, and no setting turns them on. Beyond those two there is nothing: Shopify has no order status to set, so there is nothing to change, and resending an invoice or a payment link is not supported. - No customer name. The app does not request customer names, so a matched Shopify customer is shown without one. The contact's own name is what agents see. - Guest checkouts are matched by email only. Shopify's order search has no phone filter, so a checkout with no Shopify customer can only be matched by its email address. - Order statuses are Shopify's fulfillment stages, read as processing, on hold, shipped, cancelled, and delivered once every shipment on the order is delivered. There is no completed. - Payment is shown only when Shopify states it: paid, unpaid, partially paid, refunded, partially refunded. Shopify's authorized, voided and expired read as Payment not confirmed. - Shopify meters requests by query cost. When the budget runs low, the section shows its last answer, labelled with the time, rather than failing. - Abandoned checkouts are not available. The feature is switched off for Shopify and cannot be turned on. - Only the latest 5 orders per customer are shown, so every figure is visible, not lifetime. Related - What each platform supports - What connecting a store gives you - Customer 360 If it does not work "Enter the store's myshopify.com domain." You entered a custom domain, or added https:// and a path. Use the plain your-store.myshopify.com form from Shopify admin → Settings → Domains. "This store is already connected." The store is already connected under Settings → Commerce, either in this account or in another one. Check your store list first; if another account holds it, that account has to disconnect it before you can connect it here. The section says Shopify has not approved reading customer data. That is Protected Customer Data. The store's orders cannot be matched to contacts until Shopify approves the app. Nothing in your account changes this. Shopify sent me back without connecting. The authorization was finished in a different browser, or it took too long. Start again from Connect with Shopify. An order the customer is asking about is missing. It is probably older than 60 days. Disconnecting. It removes Lynomia Chat's access and every customer link for that store. Nothing in Shopify changes: to remove the app from the store, uninstall it in Shopify admin.

Customer 360

Customer 360 is the Overview tab of the Commerce section in a conversation. It asks every connected store what it knows about this one person, at the moment you look, and adds the answers up. It appears once you have more than one store; with a single store the section shows that store directly. What it shows | Line | What it is | |---|---| | Stores | how many are connected, and in how many this contact is linked to a store customer | | Orders | how many orders are visible right now, with the hint not a lifetime total | | Last purchase | the newest order that is not a draft, a failure or a cancellation | | Spend | the total of the paid orders among those shown, one figure per currency | | Activity | how many of the visible orders are active, and how many are shipped | | Recent orders | up to ten, newest first, each labelled with the store it came from | | Stores | one row per store: linked, not linked, needs re-authorization, or could not be refreshed | Stores are read at the same time, and the tab answers after about fifteen seconds whatever is still running. A store that failed or was too slow says so in its own row. One bad store never blanks the tab. Customer 360 or a contact? They answer different questions, and only one of them is yours to edit. | | Contact | Customer 360 | |---|---|---| | What it is | the person's record in Lynomia Chat | a live view of what your stores say about that person | | Where it lives | your database | the stores; nothing is copied onto the contact | | What it holds | phone, email, identifier, labels, custom attributes, notes, conversations | store customer links, and orders read a moment ago | | Who edits it | you and your agents | your stores | | If you disconnect the store | unchanged | the orders disappear with it | So: the contact is the identity, Customer 360 is the evidence. Nothing you see in Customer 360 can be edited there, and nothing written on a contact changes what a store reports. See contacts. How a contact gets linked A store customer is matched to a contact in this order: 1. An existing link. Once linked, it stays until someone changes it. 2. The conversation's own phone number — the WhatsApp or SMS number the message arrived on. Exactly one matching store customer is linked automatically. Several are offered for an agent to choose from. 3. The contact's email, then its phone field. These are agent-editable, so matches here are only suggestions: the panel shows them and an agent confirms. Matching is exact, on a normalized email address or a phone number in international form. Names are never matched and never searched. If nothing matches, an agent can search the store by email or phone and link the right customer by hand. Unlink is remembered: the phone will not link that contact again on its own. Visible spend is not lifetime value This is the most important sentence in the article: the figures describe the orders Lynomia Chat can see, not the customer's history. Four reasons, all of them structural. - Each store returns its latest 5 orders for that customer. Everything — the order count, the spend, the activity counts — is computed over those. A customer with forty orders shows five. - Only orders the store reports as paid count towards spend. An order the store leaves unconfirmed does not, and a refunded or partially refunded order drops out. For a Salla store nothing is ever reported as paid, so a Salla-only contact has no spend figure at all — see what each platform supports. - Currencies are never converted. Spend is a figure per currency, side by side. There is no total. - Platform windows apply. A Shopify store returns only the last 60 days. There is also no commerce report anywhere in Lynomia Chat. If you need lifetime value, your store or your finance system is where it lives. What Customer 360 is good at is the question an agent actually has: what did this person buy, and where is it now. Keeping it current The tab reads the stores when you open it, reuses that answer for two minutes, and reads again when a store says this customer changed. Refresh reads immediately, then waits 30 seconds, shared by everyone looking at the same contact. If a store cannot answer, the last answer is shown for up to 24 hours, labelled Showing data from … rather than presented as current. Finding an order the customer quotes Find an order, in a store's view, looks up an exact order number across your stores, for when the order is not among the five shown. Digits only, up to ten searches a minute per agent, each recorded in the audit log. An order found this way may belong to any customer of the store, so it is shown without its customer and its tracking details cannot be sent into the conversation. Salla stores are reported as not searchable. Limits - Only active stores whose platform is offered are read. A disabled store, or one waiting for re-authorization, is listed without data. - Nothing here is stored on the contact, and nothing is written back to a store. - A linked contact nobody has opened yet is unknown, not zero, to the Commerce conditions in contact filters and shared audiences. Related - What each platform supports - What connecting a store gives you - Contacts - Shared audiences If it does not work "Customer not linked" for someone I know bought from us. Their email and phone in the store do not match what Lynomia Chat holds, or they checked out as a guest on a platform where guests cannot be matched. Search the store by email or phone and link by hand. The wrong customer is linked. Use Change to link the right one, or Unlink. Both are recorded. Spend is empty but there are orders. None of the visible orders is reported as paid. On Salla that is permanent. A store row says it could not be refreshed. It did not answer in time. Press Refresh after the cooldown; if it persists, an administrator re-authorizes the store in Settings → Commerce.