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Link a social profile to a Shopify customer

Link a social profile to a Shopify customer to pull order and customer context into the inbox while you reply.

What linking does

Linking creates an association between:

  • A social profile in BrandBastion (from a comment or DM thread)

  • A Shopify customer record

After linking, the user profile shows Shopify customer context so agents can respond with full customer visibility.

Open the link modal

  1. Open a comment or DM thread in BrandBastion

  2. Click the user profile to open the profile panel

  3. In the Shopify section, click Link user to Shopify customer

Search for a customer

Use the search field to look up by:

  • Email

  • Phone

  • Customer ID

  • Name

Each result includes key customer context (when available):

  • Display name

  • Email and phone

  • Number of orders (lifetime)

  • Amount spent (lifetime)

  • Country (from default address)

  • Customer ID (legacy numeric ID)

  • Created date

💡 Tip
Search by email when possible. It is usually the fastest way to disambiguate similar names.

Link the customer

  1. Select the correct customer row

  2. Click Link

After linking:

  • The selected customer shows a Linked state

  • The user profile Shopify card displays the customer summary

🚨 Alert
If you link the wrong customer, unlink immediately and relink to the correct record. Incorrect links create bad context and bad replies.

Optional: Add a note in Shopify

If Add note on Shopify is enabled (enabled by default), BrandBastion appends a short entry to the Shopify customer note that includes:

  • Social platform and username

  • Link back to the thread when available (public conversations only)

  • “Linked on BrandBastion” plus timestamp

📌 Note
BrandBastion appends to existing notes. It does not overwrite the Shopify customer note field.

Unlink a customer

In the Shopify section of the user profile, click Unlink user

Unlink removes the association inside BrandBastion.

📌 Note - Unlink does not remove notes that were previously appended in Shopify.

Linking auto suggestions for email and order number

BrandBastion can detect an email address or an order number in a DM and suggest the matching Shopify record so you can link faster.

When suggestions run

  • The conversation is a DM (private message).

  • The account is connected to an active Shopify integration.

  • A new message is ingested (including in an existing thread).

What is detected

  • Email detection: finds email‑like strings. If multiple appear, uses the most recent in the conversation.

  • Order number detection: looks for order intent keywords near a number such as order, order number, order #, order no, purchase, purchase number, order id. It extracts likely formats like 2121121, #2121121, or phrases like “Order number is 2121121”.

What you will see

  • Exactly one match: shown as the top suggestion.

  • Multiple matches: all matches are listed.

  • No match: a No match found state appears and there is no Link call to action.

  • The UI also shows why the suggestion appeared, e.g., “Matched order #2121121” or “Matched email [email protected]”.

View customer order history and details

Once a social profile is linked to a Shopify customer, BrandBastion can show recent orders and key details.

Order list (newest first)

  • Order number • Order date • Financial status • Fulfillment status • Total price with currency • Link to view the order in Shopify.

Expanded order details

  • Items ordered: product, variant, quantity, SKU (when available), pricing.

  • Shipping and fulfillment details: address (when available), status, tracking info (when present).

  • Payment and refunds summary (where available).

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