When the chat widget can tell who is chatting, agents can look up their orders, apply their B2B pricing, personalize recommendations, and keep their loyalty benefits working. CHATTERgo recognizes shoppers in two ways.
Verified storefront identity (Shopify)
On Shopify storefronts, the widget verifies the logged-in shopper directly with the store, producing a verified identity. Verified identity always takes precedence — nothing a shopper's browser exposes generically can override it.
Configurable identity mapping
On other platforms — Magento and Adobe Commerce in particular — every theme exposes the logged-in customer a little differently. Rather than hardcoding one way, CHATTERgo lets your organization define the mapping:
- Where to look — a global window variable, or a localStorage bucket plus the path to the customer object inside it.
- Which fields mean what — the aliases for the customer's id, email, first and last name, full name, and phone number. Common Magento fields are accepted out of the box; custom attributes can be added.
The mapping is edited from Widget settings → Customer Identity in your dashboard and saved together with your other widget configuration. Once configured, logged-in shoppers resolve to their customer record in the conversations inbox instead of appearing as "Anonymous customer".
Guests and sign-in
Shoppers who are not logged in still get full product help. For identity-gated actions — order lookups, loyalty points, account pricing — agents ask them to sign in first rather than guessing, so an order is never shown to the wrong person.