| Plan | History | Customer details |
|---|---|---|
| Free | 10 days | Anonymised: “Customer 1”, “Customer 2″… Names, emails and phone numbers are removed from messages too. |
| Starter, Pro, Pro+ | 30, 60, 90 days | First and last name. Messages are left exactly as written. |
| Business | Any dates | Name, customer ID, email, phone, number of orders, the 3 most recent orders, and a link to the customer in your Shopify admin. Messages are left as written. |
Choosing details on Business
With “Hide customer details” unticked, Business shows a switch for each detail: customer name, first name, last name, customer ID, email, phone number, order count, recent orders and profile link. Each switch adds or removes its own column.
- Message text follows your choice. If you switch off email or phone number, they’re also removed from what customers wrote, so they can’t slip back in.
- Sender names follow too. With only first name on, chats read “Maria: …”.
- No names at all? With every name switch off, customers appear as “Customer 1, 2…” and their names are taken out of the messages.
Why some customers have no email or orders
Shopify Inbox links a chat to a customer record only when the shopper is known to your store, for example because they have an account or have ordered before. Guests who chat without either only have the name they typed into the chat. The export marks them as guests, and their email and order columns stay empty unless they wrote those details in a message.
Hiding details on a paid plan
“Hide customer details” is ticked by default on every plan. Untick it in the extension when you want names (or the details you choose on Business). Leave it ticked when you’re sharing the file with someone who doesn’t need personal data.
When details are shown, messages are exported exactly as written. If a customer typed their email address or phone number into the chat, it appears in the message text on every paid plan. When details are hidden, the export is anonymised and those are removed.
“Customer details could not be loaded”
InboxExport looks up customers with your own Shopify permissions. If your staff account isn’t allowed to view customers, the export still finishes, using the names from the chats, and shows this message. Ask the store owner to give your account access to customers, or to run the export themselves.