The customer panel earns its place

The panel is now built from sections that collapse individually, and a Customize control at the bottom lets you hide the ones you never use and reorder the rest — the arrangement is saved per user, so your inbox stays yours. The small frictions went too: contact rows copy to the clipboard on hover, and the assignee changes in place — pick a teammate, or hand the conversation back to the AI, without leaving the panel. Past conversations are one click to open, and hovering one peeks a popover with its last three messages, so you know whether the jump is worth making before you make it.

When a conversation reaches a human, the question is always the same: what happened before I got here? The new AI Agent section answers it in one place. A resolution chip states where things stand — AI handling, Needs human with the reason the AI escalated, Resolved with whether the customer confirmed it or the AI assumed it, or Closed unresolved. Below it:

• the AI summary, with generate and regenerate actions
• sentiment, correctable with a click
• the detected language
• topics you can add and remove
• insights the AI surfaced along the way
• details captured through data collection

Store-linked customers also bring a read-only Shopify orders card alongside, so order questions don't start with a tab switch.

Editing the AI's read of a conversation only helps if the AI doesn't immediately overwrite you. Hand-corrected sentiment is sticky: it holds until the customer sends a new message, at which point fresh input fairly reopens the question. Removed topics stay removed — the AI won't re-add a label you deliberately took off.