Your bot talks to hundreds of customers a day. Right now, it probably treats every one of them like a stranger.
It doesn't know their name. It asks them to re-enter their email every time they track an order. It greets a repeat customer the same way it greets someone who's never heard of your brand.
Customer Memory changes that.
When a customer is logged into your Shopify store - or has previously shared their details - Manifest recognises them. It greets them by name, pre-fills their order tracking, and gives your support agents full context before the conversation even starts.
The result: your bot feels less like a widget and more like someone who actually works at your store.
Both Personalized Welcome Notes and Personalized Conversations are disabled by default and must be enabled separately.
What is Customer Memory?
Manifest identifies customers through their Shopify account when they are logged into your store using their email address or phone number.
When a customer is logged in, Manifest automatically retrieves:
Customer name
Email address (if available)
Phone number (if available)
This information is used throughout the customer journey, including:
CRM conversation overview
CRM customer details panel
Personalized conversations
Personalized welcome notes
Order tracking experiences
Instead of displaying AI-generated names or generic identifiers, Manifest uses the customer's actual Shopify profile information.
If the customer is not logged in, Manifest will collect customer details through lead generation flows and use those details for future interactions.
How Manifest recognises your customers
Logged-in Shopify customers - Manifest pulls their name, email, and phone number directly from their Shopify account. No setup required on your end
Guest visitors - For visitors who are not logged into Shopify, Manifest can collect customer information through lead generation.
Lead collection can occur in the following places:
Starting the conversation – If enabled, the assistant asks for details after the configured number of messages.
Before recommending products (Quiz) – Lead collection happens before quiz product suggestions.
AI Nudges – For offers (direct rewards, spin-the-wheel rewards, or minimum purchase rewards), you can require leads before granting offers
Custom Quiz – Leads can be collected before product recommendations.
Agent Handover – Leads are required for certain handover options (e.g., Contact Form, Report an Issue).
Out-of-stock inquiries – If a product is unavailable, the assistant will automatically prompt customers to leave their details for updates if they asked about stock availability.
For more information about lead generation, refer to:
https://intercom.help/getmanifestai/en/articles/12117337-lead-generation
Personalized Welcome Notes
This is the fastest win in Customer Memory — one variable, one message, done.
How it works
When a customer is logged into Shopify, Manifest pulls their name automatically.
Add {{customer_name}} anywhere in your welcome message and Manifest fills it in.
If the customer isn't logged in, they see your default welcome message - nothing breaks, nothing looks wrong.
Before:
Welcome to our store!
After:
Welcome back, {{customer_name}}!
How to set it up
Go to: Customize → Chat Window Experience → Personalize Welcome Note
Write your welcome message and insert the Customer Name variable where you want the name to appear.
Click Save.
That's it. Save, and it's live.
Personalized Conversations
Where the Welcome Note greets customers by name once, this setting uses their name throughout the entire conversation - every response, not just the first.
How it works for logged-in customers
Manifest uses their Shopify name from the first message. No collection step, no delay.
Customer: Hi
Manifest: Hello John, how can I assist you today?
How it works for guest customers
Manifest asks for their name naturally during the second exchange - not as a form, just as part of the conversation.
Once collected, it's used for the rest of the session and remembered in CRM for every future visit.
The customer's original question isn't lost. Manifest answers it immediately after getting the name.
Important Behavior Rules
Name collection occurs only once per customer.
Once a name is collected, Manifest remembers it across future sessions.
If the opportunity to collect a name is skipped, Manifest will not ask again in future sessions for the same customer.
If lead collection is configured for the second message, the lead collection request will occur on the third message.
If the second interaction is a Quiz or Agent Handover flow, name collection will be skipped.
After a customer provides their name, Manifest will continue the conversation by answering the original question or request that triggered the name collection prompt. The customer's query is not lost, and the conversation proceeds naturally after the name is collected.
How to enable Personalized Conversations
Go to: Customize → Behavior → AI Model & Personality → Personalized Conversations
Toggle on, save.
That's it.
How Contact Details Are Remembered
Manifest remembers customer details from either:
Shopify login information
Lead collection submissions
Once customer information is available, it is reused in future conversations.
This information is also used during order tracking.
Order Tracking Experience
When a customer opens the order tracking flow:
Manifest retrieves previously saved customer details.
Email address or phone number fields are automatically pre-filled.
Customers can track orders without re-entering their contact information.
What Agents See in CRM
Manifest displays customer information in CRM whenever:
The customer is logged into Shopify, or
The customer has previously submitted lead information
Conversation Overview
Agents can view:
Customer name
Email address
Phone number
Hovering over the customer name in the conversation list displays available contact details.
If a customer provides a new email address or phone number, the latest information replaces the previously stored value.
Customer Details Panel
The CRM right panel under customer details displays:
Customer Details
Name
Email Address
Phone Number
Order History
When a customer tracks an order, Manifest uses the same email address or phone number to retrieve recent orders.
The system displays up to:
10 recent orders total
If both email and phone number were used for order tracking:
Up to 5 orders associated with the email address
Up to 5 orders associated with the phone number
Order Details View
When an agent opens an order, the following information is displayed:
Order Summary
Order ID (e.g., #1234)
Order Date
Number of Products
Product Information
Product Image
Product Name
Product Price
Order Information
Order ID
Order Date
Number of Products
Order Value
Order Status
Payment Status
Tracking Link
Shipping Address
Recipient Name
Address
City
State
Country
ZIP / Postal Code
Default Settings
The following features are disabled by default:
Personalized Welcome Notes
Personalized Conversations
Merchants must manually enable these settings to activate customer personalization.
FAQs
1. Will Manifest ask for the customer's name in every conversation?
No. Customer name collection happens only once per customer. After a name is collected and saved, Manifest reuses it in future conversations.
2. What happens if the assistant misses asking for the customer's name?
If the opportunity to collect the name is missed, Manifest will not ask for it again in future sessions for the same customer.
3. What happens if Personalized Welcome Notes are enabled but the customer is not logged in?
Manifest will display the default welcome message configured by the merchant in the dashboard.
4. How does Customer Memory improve order tracking?
When a customer has previously provided an email address or phone number, Manifest automatically pre-fills the order tracking form with the saved information, making the tracking process faster and more convenient.
For further assistance or to raise feature requests related to Customer Memory in Manifest, please contact [email protected].